This document will discuss how in the Agency Contracts team we process different kind of cancellations when requested to do so. 



Before we process the cancellation


Has the cancellation come from a Decision Maker at the Company?

  • This can be directly from the Agent or forwarded to us from AM/TAM, but the Agent’s email MUST be from a Decision Maker. This can be confirmed either  by pressing “Edit” tab on Site Admin, or in BIR as a Contract signatory. This information may also display in a Freshdesk ticket, under the 'Related Contacts' widget. If you aren’t sure, ask your Team Leader.


Have we been given enough notice?

  • We require a FULL month notice, which will end on the last day of the month. If notice is received on 2nd of the month or after, this will be processed for the following month. 
  • E.G if notice is received on 30th April, we will cancel on 1st June. 
  • If notice is received on 2nd May, cancellation will be 1st July.


Have we got all of the details we need about the cancellation?


If the cancellation comes from the Account Manager, they should be providing us with

  1. Company Name, Branch ID, Leaver Reason, Leaver Date 
  2. As a minimum we should be provided with Branch ID and Leaver Reason


Things to look out for

  1. Have we been given a Leaver Reason? If not, read the email from the Agent, if it is clear from this what the reason is then use this. Please refer to Leaver Reason Guide.
  2. Is the Agent within their 6/12 month period? If yes, process the cancellation for the end of this period and inform the Account Manager.
  3. Is it an Easy Property Profile? These still require 1 full month notice, but this will always be listed as “Ceased Trader”
  4. Request to waive notice for “Ceased Trader” – We aren’t obligated to waive notice for this. But If this is requested by the Agent/AM, we require proof from one of the following: A Letter from a solicitor, a letter from an Accountant, Proof on Companies House.
  5. Ceased Trader or Branch Closure? If one branch of a multi branch company is closing, this will be a Branch Closure. If the whole company is ceasing to trade and the physical branch will no longer be open, this is a Ceased Trader.
  6. GPM Principal Branch / GA Virtual Branches – If we cancel the Principal Branch, we must cancel the Virtual ones. 



Processing the Cancellation

  1. Find the Branch in Site Admin
  2. Start by closing the products first (bottom to top is easiest). 
  3. Core will need to be cancelled last
  4. Atlas products aren’t cancelled in Novus, but can be cancelled when you close the core. You must always check that all products have a closure date in. 
  5. Ensure that the leaver reason is entered the same for everything
  6. Ensure that the T/AM is entered correctly


Cancelling Products in Novus

  1. On each product, click “Actions” then “Process Leaver”
  2. Select Correct Leaver Reason from drop down
  3. Leaver date should be entered as 1st of the month
  4. Enter the T/AM that shows  at the top of Novus

  5. Leaver AD will auto populate

    Cancelling the Core

  6. Click “Hide Closed, Non-Sale & Error” button
  7. You will then need to copy the very first “chargeable date”
  8. As with cancelling products, click “Actions” and then “Process Leaver”
  9. Click “Hide Closed, Non-Sale & Error” button
  10. You will then need to copy the very first “chargeable date”
  11. As with cancelling products, click “Actions” and then “Process Leaver”
  12. Enter the first “Chargeable Date” that you copied from the previous page
  13. Select correct closure reason from the drop down
  14. Ensure closure date is correct

  15. Ensure AM/TAM is as per Novus

    Closing Atlas Products in Novus

  16. When closing the Core, you may also see the above to enable you to close Atlas Products at the same time.
  17. Tick the boxes for all and enter the same closure reason.You must always check that all products have cancelled


Cancellation Confirmation Email

A Confirmation email should be sent to the Agent when you process the cancellation. You should be replying on the same ticket that the cancellation came in on. If this has come from the T/AM, you will need to Edit the Requester to ensure that you are replying directly to the Agent who sent the email. 

When you do this, you will just need to amend the trail to only show the Agent’s email – not the email from the T/AM


  1.  Amend Subject of email to “Your Rightmove Membership”

  2. Using the correct email template 
  3. This should be used when a Cancellation is processed for one or more branches, but the Company will still have one or more branches on site. 
    4. This should be used when the entire Company will be cancelling and will have no Branches or Brands remaining on Site.


When you reply to the Agent with the Confirmation email, please ensure details below:

From: Cancellations@Rightmove.co.uk

To: Agent who sent cancellation

CC: Account Manager / Membership@Rightmove.co.uk

BCC: Lee.Thompson@Rightmove.co.uk and AD


  1. Ensure that the ticket is mapped to the correct branch
  2. Tag the branch ID’s if there is more than 1
  3. Close ticket with the correct status