Our Account Manager's build a package based on the individual customers business objectives, throughout their journey on Rightmove these can change.  In cases where products no longer provide value to the customers business needs, they may choice to cancel the products from their package. In other scenarios the customers business aims may change and therefore different products are more suitable for them. In these circumstances the processing team will receive cancelled product or product swap forms. 



What is a cancelled product form?


When an agent is wanting to cancel a product or multiple products that they currently have


How to process a cancelled product form

  1. Check signatures match
  2. Check the signed date 
  3. we need one full calendar’s month notice to cancel off a product
    If the signed date is 07/05/2020, the earliest, we can cancel the product for is 01/07/2020


What to look at on cancelled products?


The date on the form for the product to cancel can vary. We are able to accept all three examples below however be sure to process these according to the below rules. 



What to look at swapped products? 

  • The only time we wouldn’t need a full calendar’s month notice would be if the cancellation of product(s) is part of a product swap. This is where the agent is also adding products as well as cancelling products
  • If the overall spend on the contract has increased as the agent is adding products as well as cancelling products, we can process the cancellation for that month end.
  • For example, if products were to go live ASAP and the contract came through on the 6th of October, and the cancellation for the products on the contract said 31/10/2020 we would be able to accept this. 


What to look out for?


Forms with cancelled products that also have additional new products or a new feed that means they need to go over to  Design and/or ADF to completely process the form. 



 







Manually cancelling products

A chargeable product should always be set to cancel off for the 1st of a month

  1. Go to Novus find the product you are specifically looking to cancel 
  2. Select Action and Process Leaver

  1. Go to Atlas find the product you are specifically looking to cancel
  2. Select edit billing and visibility 
  3. Terminate the product


Finishing the form

  1. Go back to the last step in STP.
  2. send an email to the customer to confirm what you have actioned 
  3. Complete the form by pressing done