Cancel a Customer

Canceling a customer involves changing the cycle code from an 'active' cycle to an 'inactive or canceled' cycle. There may be additional steps depending on the type of equipment they may have, if they are stopping their service in the middle of a billing period, etc.

Suggested Steps

These may vary depending on the type of customer and the internal procedures of your customers (paper flow). You may want to wait until you know the container has been removed before canceling the customer, or you may want to do some steps then wait until the container has been removed, or you may want to copy the customer's account in to a Vacant Service address and leave the container on site.

Customer Profile changes:

• Change the cycle from the Active cycle to a cancelled cycle.

• If doing 'stop' prorations from the Profile screen, the cycle code will automatically be changed to the canceled cycle. Do NOT manually change it - the system will NOT allow prorations for cycles that are set to auto bill=N (and cancelled cycles are typically always 'N').

• Prorations - If the customer is stopping service during a billing period (middle of the month or quarter, etc) and you want to charge them (if billing in arrears) or credit them (if billing in advance), you can use the Proration button from the Profile screen or the Services screen and the system will automatically calculate the prorated amount based on # of days OR # of pickups.

• Update the Action Code with a 'stop' service type of action so the customer continues to show on the Route List for a number of days after the Stop Date.

• Update the Stop Date if it has not been defaulted in from the proration already.

Add a note in the Customer's Notepad indicating why the customer stopped service.

Enter Work Orders to:

• Remove the container

• Notify the driver that this service is stopping.

When the container has been removed.

• Access the Services tab and either remove the container manually, or use the Proration option to cancel the service.

• If using Driver Logs and Serial#'s, the service can be set up to automatically be removed when the driver logs is completed.