(L1) Hold Requests

See (L1) Phone Scripts under "Customer wants to place account on hold" for guide on how to handle this conversation with a customer. 

Placing Hold dates on a subscription:

Open a customers subscription and scroll down until you see "Pause Subscription". 

The date you place in the "From" box will be the first day of their hold. On this date the customer will not receive any deliveries. 

The date in the "To" box will be the date the customer is resuming deliveries. On this date the customer will receive deliveries. 

After adding hold dates, review the accounts renewal days and see how many meals the customer has remaining before having to renew again.

Place a note on the customers subscription page saying how many days of meals they have remaining before needing to be charged.

• • We do this to ensure our admin support team can adjust the customers next billing date accordingly. This way all meals that had been previously paid for will be delivered to the customer when they return, before the customer is billed again. 

Make sure to select "Update" to save the changes.

Placing an account on a permeant hold:

Open a customers subscription and scroll down until you see "Subscription Status" under the subscription information box. 

Select the drop down arrow to open more options,

Make sure to select "Update" to save the changes.

If the customer has deliveries pending, let them know we will send them out when they return before billing them for a new week/month of meals. 

Leave a note on the subscription if there are pending deliveries. When the customer returns we will need to adjust their next billing date accordingly.