Billing
HQ Cancel Rules
This SOP outlines the process for handling cancellation requests submitted by Andy Potter when a florist account/site is being cancelled
Process Overview
Step 1: Determine Cancellation Timing
Question: Is the cancellation date within 1–2 weeks of receiving the email?
Proceed with the immediate cancellation process below.
Skip to Step 2: Future-Dated Cancellation Requests.
Immediate Cancellation Process
1. Open the Shop in eSAT
- Log in to eSAT.
- Locate and open the shop account.
📷 Image Placement: eSAT Shop Record
2. Cancel the Site
- Navigate to More → General Settings.
- Click Cancel.
- Confirm the cancellation.
📷 Image Placement: General Settings Cancel Button
3. Create an Internal Process Ticket
- Open a new ticket.
- Select Internal Process.
- Enter all applicable shop information.
Use the following ticket values:
Field | Value |
Workgroup | Tech |
Topic | Special Projects |
Issue | Pre-Account Closure |
Contact Name | Andy Potter and TSM |
📷 Image Placement: Internal Process Ticket Example
4. Document the Cancellation
Include the following details in the ticket:
- Reason for cancellation from Andy Potter's email
- Scheduled cancellation date
Then:
- Change Status to Closed.
- Change Disposition to Cancelled.
- Record time spent.
- Save the ticket.
📷 Image Placement: Closed Ticket Example
Future-Dated Cancellation Requests
Use this process when the requested cancellation date is more than 1–2 weeks from receipt of the email.
1. Open the Email
Open the cancellation request email from Andy Potter.
2. Create a Follow-Up Reminder
- Select the Flower Up dropdown in Outlook.
- Choose Custom.
- Locate the cancellation date provided in the email.
- Set a reminder for late in the day on the requested cancellation date.
- Click OK.
📷 Image Placement: Flower Up Reminder Settings
3. Complete Reminder Setup
- Close the email.
- Continue normal daily work.
- When the reminder appears, follow the Immediate Cancellation Process.
Quick Reference
Cancellation Within 1–2 Weeks
✅ Cancel site in eSAT
✅ Create Internal Process ticket
✅ Use Pre-Account Closure values
✅ Close ticket as Cancelled
✅ Save time on entry
Cancellation More Than 1–2 Weeks Away
✅ Set Flower Up reminder
✅ Schedule a reminder for the cancellation date
✅ Perform cancellation when the reminder occurs
Ticket Configuration Cheat Sheet
Setting | Value |
Workgroup | Tech |
Topic | Special Projects |
Issue | Pre-Account Closure |
Contact | Andy Potter and TSM |
Status | Closed |
Disposition | Cancelled |