Handling Account Cancellation Requests Due to Payment Issues

Context:

When customers request to cancel their account due to payment issues (e.g., failed payments), it is important to offer assistance by adjusting their payment date instead of immediately processing the cancellation.

Process:

1. Offer to Adjust Payment Date:
   • Ask the customer if they would prefer to change their payment date to resolve the issue.

   • If they agree, proceed to adjust the payment date via Kinsta.

     Adjust Payment Date in Kinsta:

   • Ask the customer for their preferred date for the next payment.

   • Ensure the next payment date is spaced one month after the newly selected date to avoid back-to-back charges.

     Confirm with the Customer:

   • Once the new date is set, confirm the updated payment schedule and thank them for their continued business.

Key Considerations:

• Ensure clear communication and empathy in your response.
• Make sure the customer is aware of the one-month spacing for their payments to avoid confusion.