Cancellations How to submit a cancellation
Cancellations - How to submit a cancellation
Created by Daniel Gimenez on Apr 05, 2018
Table of Contents
Overview
We accept service cancellations via these channels:
- Customer logs into their account and submits a cancellation form.
- Customer calls or chat (via LiveChat) and requests to cancel service.
- Customer emails and requests to cancel service.
It's not possible to submit a domain cancellation request. Domains are registered for a fixed period of time and expire at the end of that fixed period if not renewed. The best method to cancel a domain is to turn off auto-renew on the domain and allow it to expire. If a domain needs to be de-register prior to it's natural expiry period a customer must take extra steps to request the domains de-registration.
How to submit cancellation requests
The table below provides instructions for customers and staff on how to submit a service cancellation request. If submitting a cancellation on a customers behalf, staff must verify the customer.
| Channel | Instructions |
|---|---|
| Cancellation Form | 1. Customer logs into account. 2. Submits cancellation form. 3. Workflow is generated in reference to their cancellation request. |
| Phone Call or chat (via LiveChat) | 1. Customer calls or chat (via LiveChat) Customer Care. 2. Customer is verified by Customer Care agent. 3. Customer clearly advises what domain and service they wish to cancel. 4. Customer Care agent verifies request by repeating back the domain and service to the customer. 5. Customer Care agent log into their account. 6. Customer Care agent submits cancellation form following customers directions. 7. Customer Care agent provides customer with workflow number referencing their cancellation request. |
| Email/Case | 1. Customer emails Customer Care. 2. Customer is verified by Customer Care agent. 3. Customer clearly advises what domain and service they wish to cancel. 4. Customer Care agent logs into their account. 5. Customer Care agent submits cancellation form following customers directions. 6. Customer Care agent provides customer with workflow number referencing their cancellation request. |
Updated 4 months ago