Cancellation of Horizon Direct Subscription (with Refund)

Cancellation of Horizon Direct Subscription (with Refund)

Checklist:

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🔲 1. For customer complaints about unknown Horizon Direct charges or orders.

Verify Subscription & Order:

• Check the Sticki for the customer's subscription status. If there is still a Next Recurring Date, the subscription is still active.
• Locate the original order details in the system. It is indicated under the Campaign Name.

Tool used: Sticki

🔲 2. Respond using Macro H02 - Subscription Info (SGS) or H01 - Subscription Info (Splash). Modify Macro depending on the Campaign Name.

Tagging should be: Inquiry > Subscription > Information + XXResolved - With Reply

Tool used: Gorgias

🔲 3. Leave a Sticky Note Using the Template:

(Channel)

(Concern)

(Concern Details)

(Handling & Resolution)

Tool used: Sticky

🔲 4. If a customer cancels their subscription, process the cancellation and issue a refund for their most recent HD charge, regardless of whether they specifically request a refund. Cancel and refund the Subscription using the Refund Item button. Click Yes to confirm. Double check in the History Section.

🔲 5. Leave a Sticky Note Using the Template:

🔲 6. Respond with Macro HD - Subscription cancel & refund

Modify product name and description, if needed. Then, hit SEND

🔲 7. Remove unnecessary Taggings. Tagging should be 1 Concern + 1 XXResolution

Possible Concern Tag: Complaint > Subscription > Cancellation > Not interested

Complaint > Subscription > Cancellation > Unaware

Resolution Tag: XX Subscription Cancelled (Refunded)

🔲 8. Track the Ticket URL, Concern, and Resolution.

Tool used: Tagging Sheet

🔲 9. Close the Ticket