Procedure - remove a contract

Contents

1. Description
2. Rules
3. Tasks

1. Description
 
Follow this procedure when you need to remove a contract from a customer's account.

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2. Rules
Call must be investigated
To remove a customer's contract, a Team Leader must have confirmed by listening to a call recording that the customer was not informed of the contract.
 
Contracts may be removed in special circumstances
On occasion, Foxtel may advise that a group of customers can have their contracts removed on request due to special circumstances. This advice will be published in What's new (see What's new - home')

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3. Tasks

1. Remove the contract in CORE
2. Credit the ETF from unbilled charges

1. Remove the contract in CORE

1. On the CORE side menu, click Change Options.
2. Click the Offers tab.
3. In the Contracts section, clear the checkbox next to the customer's current contract.
4. Select the Script not read or customer consent not received and email not sent because radio button.
5. From the Reason drop-down list, select Deceleration is incorrect.
6. Click Complete without Email.
7. Click OK to return to the Account Summary screen.

Go to task 2.

2. Credit the ETF from unbilled charges

1. Click View Billing.
2. View the Unbilled Charges in the Snapshot screen.
3. Click Credit.
4. Select the ETF (Early Termination Fee) to be credited from the NRC drop-down list.
5. Enter the amount to be credited in the Amount field.

 Important: The amount to be credited must match the amount of the ETF.
 

6. Click Credit.
7. Click OK. The credit amount will now show in the Unbilled Charges section.
8. Advise the customer that the ETF has been removed and they will not be charged for it on their next bill.
9. Add a CI (Customer Interaction) note in CORE.

End of procedure.

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