Support Guide: Cancellation / Pause Request Processes

Cancellation requests are generally handled by the Support Team, with the exception of Marketing clients and those currently in the onboarding process. Specific guidelines for addressing these unique situations are provided below.

Table of Contents

 

 

Special Cancel Circumstances (onboarding & marketing clients)

Managing Cancellation Request for Customer Within 60 Days of Sign-Up

If the customer is still in Onboarding, contact the OB (Onboarding) rep to have them reach out to the client. The OB rep will notify the Sales rep to determine if they want to assist in saving the account.

If the client is no longer in Onboarding, the Support rep should notify the Sales rep directly.

When a Marketing Client requests to cancel

If a Marketing client calls to cancel, attempt to warm transfer them to the Client Marketing Team so they can speak with their Account Manager.

 

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How to Identify if a Client is in Marketing or Not

Steps for Legacy Client

A Legacy client is not on one of our New Pricing Plans.

Check the client's Active Platform in Hubspot:

You can also verify their marketing status in the client's Account page. To do this: 

1. Go to the Account Users page
2. Enter the client's Name or Email Address
3. Click their name
4. Check for any of our legacy Marketing price plans: - Grow, Expand, Conquer.
   
   

 

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Verifying Contract Status

Determine if the client is still within their initial 12-month contract by checking the Platform create date in HubSpot.

• If the start date is within the last 12 months, proceed with the “In Contract” steps.
• If the HubSpot Platform create date is over 12 months old, verify the contract date via the Accounts page, as returning clients may retain their original start date.

How to Find the Platform Create Date in HubSpot:

1. Open the Active Platform section in the client’s ticket.
   
   
2. Click Preview to see the Platform create date listed under Active Platform Summary.
   
   
   
   

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Cancellation Requests (Non-Marketing Clients)

How to Handle a Phone Call Cancellation Request

• Check ticket history for existing cancellation requests or unresolved support issues.
• Ask an open-ended question, such as, “Sorry to hear that—what’s going on?” Let the customer lead the conversation.
• Document the client’s responses.

Handling a Ticket Cancellation Request

1. Check ticket history for other cancellation tickets or unresolved support issues.
2. Add any outstanding issues to the cancellation ticket and follow up with the appropriate team.
3. Attempt to call the client. If they answer, proceed as if handling a call request.
4. If they don’t answer, leave a voicemail:
5. Example:
   
   “Hello [NAME], this is Jason with Real Geeks Support. I’m reaching out regarding your recent request to cancel your account. I’ll also follow up with an email in case that’s more convenient. If you’d prefer to discuss by phone, please call us at 1-844-311-4969, option 2. Thank you.”
   
6. Send a follow-up email. Here's an Example:
   
   “Hello [NAME], sorry to hear you are looking to cancel. What’s going on, and can I assist in any way?”

 

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Understanding Customer Concerns

Our goal is not to resell Real Geeks but to ensure we have done everything possible to help the client succeed.

• Tailor conversations based on their concerns.
• Determine if the client is saveable and document their reasoning.
• For 12+ month clients or VIP clients (24+ months), alert leadership in case someone has an existing relationship to help retain them.

Here are some talk tracks to accomplish these goals:

• 12+ Month Clients
• 24+ Month or VIP Clients

 

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Processing a Cancellation in HubSpot

Clients in Contract

Discuss contract buyout pricing:

• 12-month contract: Two full monthly invoices ($299 × 2 = $598).
• 6-month contract:
  • A 6-month contract incurs one full monthly invoice only if the client is paying the full pricing of $499.
  • A 6-month contract that includes a 12-month promotional pricing of $299 will require payment of two full monthly invoices, totaling $598 ($299 x 2)

Finalizing the Cancellation

Retain ownership of the HubSpot ticket (Pipeline remains Support).

1. Create a Task (Activities > Tasks > Create Task) in HubSpot:
   1. Task Name: Platform Cancel - [Shutdown Date]
   2. Assign to: Kelly Six
   3. Notes Section: #cancel task + fill out template
      
      
2. Discuss Cancellation Date with Client:
   
   Example: “I see your next invoice is scheduled for 10/1. Would you like to cancel then, or extend to the end of October?”
3. Set Early Cancellation Fee (amount based on contract terms).
4. Set the Activity Date to the agreed shutdown date by selecting "Custom Date" under the “Activity date” option.
   
   
5. Send a Confirmation Email. Inform the client that you will email them a confirmation of the conversation, including the platform shutdown date and any applicable contract buyout pricing. The email can be straightforward, such as:
   
   “Hello [NAME], I have submitted your cancellation request. Your platform will remain live until [DATE]. As discussed, your contract buyout is $XXX, which will be charged to your card on file. Let us know if you need any assistance in the meantime.”
   
   

   *Please remove the sentence about the buyout if it does not apply. 

6. Move the Ticket to “Resolved” and Save
   
   
   
   

 

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If the Client wants to keep their RG-Owned Domain Name

If the client wants to keep their RG-owned domain after cancellation, please inform them there is a $50 one-time transfer fee.

If the client agrees to the charge: add the fee as a line item to your cancelation ticket so billing can charge them. 

Reach out to Brendan Koopersmith via Slack to process the domain transfer.

 

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Pause Request Process

Eligibility to pause their account:

• Client must be out of contract.
• Client must not be delinquent on payments.

Explaining the Pause Option:

Clients may request to pause their account for a fee of $50 per month, in addition to any applicable board fees. This pause option is generally available for a duration of 1 to 3 months.

The client's website will remain active during this period, but access to the CRM will be disabled.

 

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Example of an RG Payment Screen

 

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Final Notes

• Always attempt a phone conversation before processing a cancellation.
• Document every interaction thoroughly.
• Ensure the client understands all fees and deadlines.
• If unsure, escalate to a Support Lead or Manager.