Dunning Ticket Process (for Finance Terminations)
Process documentation for creating Dunning tickets for Finance Terminations
NOTE- The goal is to get these notifications out quickly so the customer can react and hopefully pay and be reactivated. By EOD the following day is when we should have the tickets completed.
Finance processes Dunning 3 terminations every Monday and Thursday. Sometimes there are none but generally there are at least a few on each of those days- if there are none, please doublecheck with Finance to make sure. I create the HubSpot tickets on Tuesday morning and Friday morning.
1- Go to Finance Terminations spreadsheet on shared drive.
2- Locate the listings that require tickets to be created.
PLEASE NOTE THAT IF A CANCELATION HAS ALREADY BEEN DONE, DO NOT CREATE A DUNNING TICKET (we don’t want to have two records)
3- Pull up “dunning ticket form” in new tab. You will have to click on the reset link in the upper right if there is pre-populated information.
4- Fill out the form with information from the spreadsheet and also from Zuora. Required fields are billing email, account number, subscription number, subscription start date, first and last name, country.
5- Choose subscription type from list and check box.
6- Select reason for termination, cancelation effective date and date blocklisted.
7- Add either ARR or MRR amount (not both).
8- In the Additional Comments field, please enter “Terminated for $ ______. You can add other comments if relevant.
9- For file upload, I take a screenshot of all the Zuora emails that were sent, the upload the file.
10- Click on Submit Request Now. A cancelation ticket will be created.
11- Open ticket, copy ticket number and enter it in the Finance terminations spreadsheet.
12- Assign the ticket to yourself, populate the product identifier field and close it.