Any call that has been authorized by another ninja, and apparently on that call there are errors committed by the ninja who authorized the call, then the deductions will go against the USER of the adminlink.

Once the authorization is done, the USER of the admin will have to verify if all of the necessary information has been asked.

The reason why it's going to go against the USER of the admin is for a very simple reason: your calls are your responsibility.

Note: The deductions will mainly focus on the Product Knowledge, Professionalism and Active listening.

USER SET TO CANCEL — 1 month maximum for the SUCCESS tagging, 2 or more months NC-COMMITMENT.

-If the future charge coincides or matches with the usual bill on the transaction history, you can proceed with the cancellation and add some additional notes on how many times that user would have to pay for it and the amount of the future charge, but if it's over the usual monthly cost, don't cancel the membership and tag the ticket as RR-orange. Inform the user that there's still a future charge and they need to settle the bill first before you can make any changes to his or her account.

If it exceeds more than 1, don't cancel the membership and tag the ticket as "NC-Membership commitment not fulfilled" since the user must have agreed to pay for that particular amount and months. Take note we are not allowed to accept fees on the customers behalf.

e.g., update billing transactions, driver's license, date of birth, last 4 of SSN, etc.

Additional note: If you've already tagged the ticket three times as RRO asking for information that isn't in the cancellation data, you can now tag it as NC—multiple requests for more information—if the same thing happens on your fourth try.

e.g., 'you have a remaining balance of, please settle the remaining balance of', etc.

e.g., 'to cancel the subscription, the user needs to visit the nearest store to have it cancelled', 'user needs to log in into his/her device to cancel the service/subscription', etc.

e.g., 'the agent will tell you that you need to call back to confirm the cancellation', 'pending cancellation'
'no need to cb and with 1-7 business days (SC on admin)

Do a callback but before you do, you have to use the LWNO first, and take note  you are now allowed to skip the call flow and directly ask or inquire about the refund that was processed on your first call and where it's going back. Tag the ticket as  SUCCESS on VICI for both calls and base the refund amount on the 2nd call. Last call basis.

Call back to confirm the refund, complete the process as if it was the 1st call. Base the refund amount on the 2nd call. If it is really confirmed to be more than $500, tag the call as RR white - Refund over $100

No need to call back,  tag as cancelled, just notate and do not log the refund.

The minimum refund amount that we can log is $1.00

Log the refund if the goes back to these three:
Last 4 digit of card on the ticket
PayPal
Apple Pay

-Ask if the agent is able to waive the whole balance in order to get the account cancelled.

-If it is not waivable do not cancel the membership and tag the ticket as RR orange, use the RR orange template and notate the reason: Please settle down the remaining balance of $... so we could cancel the account.

• Ask first if the whole balance is waivable so there won't be any other fees. (if waived, we can tag cancelled and notate "was able to waive outstanding balance of...)

• If not waivable, you can just tag as cancelled, tick 1 in the expected number of times user will be billed again, notate the balance amount and further charge.

• Ask first if the whole balance is waivable so there won't be any other fees. (if waived, we can tag cancelled and notate "was able to waive the outstanding balance of...)

• If not waivable, then just tag as RR orange, do not proceed with the cancellation and use RR orange template notate with the reason: The account has a remaining balance of $...

• If the amount coincides with the monthly charges and can be cancelled, you may proceed. (tick 1 for expected # times and notate the amount)
  
  

• Ask first if the whole balance is waivable so there won't be any other fees. (if waived, we can tag cancelled and notate "was able to waive the outstanding balance of...)

• If not waivable,  you can just tag as cancelled, tick 1 in the expected number of times user will be billed again, notate the balance amount and further charge.

• We can only make an exemption to accept the remaining balance of $50 and above if it coincides with the charges that we are seeing on the transaction history 

• As long as the remaining balance doesn't hinder the cancellation, you may tag the ticket as Already cancelled. Just tick the expected number of times and notate the remaining balance

 Ask if it was already cancelled. If not, tag the ticket as NC - Free Account

Ask if the subscription is cancellable, if yes, cancel, if not, ask the reason why it is on hold or locked then tag as NN - account on hold and notate the reason.

The ticket must have 3 NMIs; any incorrect information that was requested or received from you or another ninja should be tagged as NC-Multiple Request for Info upon the fourth call.
Note: Ninja's discretion would also apply.

Do not proceed with the cancellation and tag the ticket as NC-Equipment return required. If you were able to cancel it and the rep informed you that there's still equipment that has to be returned, make sure to reactivate or reinstate the membership/service.

Example providers are: Astround broadband, Cox communication, and Terminix

Ask the representative to waive the termination fee; if they can waive the FULL amount, you can just proceed with the cancellation; however, if the rep cannot waive it, do not proceed with the cancellation and tag the ticket as NC-Early Termination Fee.

 Tag the ticket as NC - One time Purchase

-Additional notes are optional. However, there shall be necessary notes that should be added in the comment, which are: termination fees, balance,  past due balance or any waived fees, and return equipment or further charges.

Note: The ninja must include the amount.

Cancelled documentation with additional notes "The user can still access the service up until.."

Tag as Cancelled on Admin and Success of VICI.

For instance, the representative will tell you, "The customer already set the account to cancel.", "Someone already turned off the auto-renewal online.", "The account is currently on a pending cancellation."
"User set to cancel" documentation.
Tag as Cancelled on Admin and Success of VICI.

"User set to cancel" documentation.
Tag as Cancelled on Admin and Success of VICI.

Just clarify if it is the same sub then you can cancel it. NOTE: Charge date leeway to 10 days instead of 3-5 days.

Proceed to an agent to go through cancellation

Tag the ticket as NMI for email and/or phone number.

Cancel both as much as possible using the information available. But only if the located charges are cancellable subscriptions; however, tag the ticket as NMI for the unverified information, e.g., email, phone number, billing address, name or last4, if the other or latest charge was located but under a different account. Notate the one you've cancelled and the NMI in one comment.

Cancel the located charge and notate the unlocated charge as either the latest charge or a previous charge.
Tag the ticket as cancelled.

Have the active subscription cancelled. The tagging should be cancelled on both admin and VICI, the notation should be successfully cancelled, and you should also include in your additional notes the already canceled subscription.

Amazon Digital refers to charges for digital content you subscribed for Amazon

It includes only

-Prime Video

-Kindle Unlimited

-Amazon Music

-Software Subscription

-Amazon Audible

-Kids+

-Amazon Drive

If you have charges that falls under these, you can cancel,

But if you have an Amazon Prime, Tag the ticket RR-Orange and ask the user if he/she wants to cancel the prime membership.

- The ninja must probe and clarify how much the new plan was and have it cancelled.
example:
User already cancelled his/her monthly membership and re-subscribed to an annual membership.

RR orange request to be provided with the correct transaction history.

-Do not do any changes with the account, go NMI then under the dropdown, check "Channel(s) you would like cancelled"

• Proceed with the cancellation if it has one active subscription.

• One already cancelled subscription, notate the cancellation date.

• RR-Orange request to update the billing transaction.
  Note: dispose as NMI on VICI

-The ninja should probe: "Do I still need to callback to confirm the cancellation." If the agent says no, tag it cancelled as long as it's within 1-7 days.

- If otherwise, tag it RR-Orange and document that the subscription is still on a pending cancellation.

• If the user has 1 month left and it coincides with the charge(s) on the transaction history, tag the ticket as a success and tick 1 on the expected number of times the user will be billed.
  
  Note: Notate the charge amount and the further charge.

Call back 2 times, tag the ticket as "suspicious agent" if it is still suspicious then disposed of the ticket as RR white - Agent requiring user verification

Call back. On the 2nd call, you can now use the Customer Spiel instead.

Ask if the account still active, if it is, cancel it but if it is not active anymore, ask the date when it was suspended due to non-payment then tag as already cancelled.

Probe why there is still a charge, if the charge is unlocated, end the call properly and tag as NMI and tick the information you have provided since you might be in the wrong account.

End the call properly, and tag it as NMI for wrong email and phone number

Prioritize the most recent charge and base your tagging for it.

- The ninja should turn off the auto-renewal and tag it as already cancelled.

- The ninja should tag it Already Cancelled and ask the date.

- The ninja should tag it cancelled, regardless of where the refund will go back.

1. The ninja must probe and clarify what channels are active on the account and how much the user is paying for it. 

2. After that, the ninja should cancel all active channels on the account 

3. Document accurately what those channels are and how much the charges were.

1. Ninja must probe and clarify the charge amount and latest charge date of the active Prime Membership

2. Have it cancelled and documented regardless if the charge does not show up on the billing transaction history.

1. Ninja must refer to the special instruction on what to cancel

2. Document the exact charge amount and date, regardless if the charge(s) does not show up on the billing transaction history.

1. Ninja must refer to the charges on the billing transaction history

2. have them cancelled if it is a channel.

1. Ninja must strictly follow the SI, then cancel the subscription that needs to be cancelled

2. leave the Prime Membership as it is.

1. Ninja must ask how many active prime memberships they have on the account by verifying the charge amount and date. 

2. After that, the ninja should have all prime memberships active on the account cancelled

3. Document the charge amount and date.