- Step 1: Set the account's Communication Profile to Silent
- Step 2 : Cancel Subscription in Zuora
- Step 3: Shut down Jet Hub
- STEP 4 : Final bill in Zuora
- Step 5: Cancel Zuora account
- Step 6: Notify client
SUSPEND ACCOUNT
Step 1: Update the Autopay Overdue report
Use the daily emailed report to update the Autopay Overdue report here.
The values in this report will be copied into the Zuora Report tab.
Once you have added the report, check if any of the accounts are not yet recognised in the sheet. This will show as #N/A in the Exists? column.
If an account is N/A, copy their account number and name into a new row in the Overdue sheet.
After all accounts are uploaded and checked as existing, turn on the Overdue filter on the Overdue sheet. This will show all accounts that are overdue.
Step 2: Contact the client
Any accounts that are 1-7 days overdue should be contacted.
Call and SMS any numbers listed for any Bill To or Sold To Zuora account contacts. Provide them with the payment link and their account number to make payment.
SMS template:
Your Jet Interactive account XXXX is now overdue.
Please make a payment: https://portal.jetinteractive.com.au/pay-online.
Contact 1300785549 for any questions
Step 3: Suspend Account
If we do not have any reply to our calls/SMS by the time the account moves to the 7 days overdue column of the report, we will suspend the account.
Navigate to the Account Manager page in Jet Hub and select Suspend Account.
Enable to tick box to notify the invoice contacts that this has occurred.
All Account admins will now see this message on the top of their Jet Hub
Update the Autopay Overdue spreadsheet with the suspension date.
ENABLE ACCOUNT
Step 1: Check payment
Check the Invoices and Payments page to confirm payment has been received and there are no overdue invoices remaining.
Step 2: Enable the account
Return to the Account Manager page and select Enable Account.
ACCOUNT CLOSURE
Once the account has been suspended for 30 days, we will do an account closure.
Step 1: Set the account's Communication Profile to Silent.
This is on the Account Manager page of Jet Hub.
Step 2 : Cancel Subscription in Zuora
Open the account in Zuora and click on their Subscription number.
note - if there is more than one subscription active, you will need to cancel all of them.
On top right click on Create order.
When the Order page loads, click on More Order Actions and then Cancel Subscription.
Cancel the subscription with cancellation policy of "End of Invoice Period".
Scroll to the bottom of the page and click Activate in the bottom right.
After it is activated, go back to your Zendesk ticket and confirm using Internal Notes that Zuora is cancelled.
Step 3: Shut down Jet Hub
Head to the account section and click on account manager.
After that click on "DEACTIVATE". A screen will pop up asking you to enter the account number.
Enter the Account number and Hit "ok"
This will then delete all the services, users, callfows and system setups. This cannot be reversed, any reversals must be recreated manually with IT involvement.
Hit continue.
The account and its services are now removed from BRAK. Now head to Zuora to Manage the billing.
STEP 4 : Final bill in Zuora
Bring up the customer account and scroll down to the Transactions section.
There, click on " CREATE BILL RUN".
Make the Invoice Date their next expected regular invoice (eg from the image above, this would be 28th January)
When the bill run is completed, the final invoice will be created.
"POST" that invoice. No payment needs to be made/adjusted, even if this invoice is a negative value.
Step 5: Cancel Zuora account
In Zuora, head to the Billing and Payment info section, and change the Communication Profile to Bad Debt.
Then edit the Account Details and select the Reason for Cancellation as Bad Debt.
On the top right corner, click on 3 dots and select " Cancel Customer Account".
The account should be cancelled, but still have the account balance listed as owing.
Step 6: Notify client
Create a ticket in Zendesk called "Account Closure" and send the Account Closure macro to the Bill To and Sold To contacts, then solve the ticket.