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How do I cancel / turn off services for my dealership? (Update 8/3/18)

Cancellations Effective March 1, 2016

Expectations:

  1. Lost Services must be entered at least 24 business hours prior to the desired effective date.

  2. Cancellation requests will be processed within 24 business hours. Please note, cancellation team hours are M-F 8:30AM - 5:00PM EST.

  3. If any changes need to be made to a lost service that has already been entered, you will need to email ds-cancellations@dealerspecialties.com and the changes will be updated.

  4. Products will now only be turned off by the cancellations team.

Process Scenarios:

If Market Manager Receives Request:

  1. Customer requests to cancel with Market Manager.

  2. Market Manager follows normal process to attempt to retain customer.

  3. Market Manager enters lost service data into QuickBase if customer does cancel. This will send an email to ds-cancellations@dealerspecialties.com automatically.

  4. Once Cancellations Team receives the email, they will enter a Dealer Alert in DDSSync. This will be created and closed on the same day and include information about the cancellation and any attrition data provided. An email will go out to reps related to the specific account to advise of the cancellation on the account with a confirmation effective date to the customer.

If Anyone Other Than Market Manager Receives Request:

  1. Cancellation requests will be forwarded to ds-cancellations@dealerspecialties.com.

  2. Cancellation Team will create a Dealer Alert that will notify reps related to the account.

  3. Cancellation Team will send email to customer and CC those same reps (which includes the Market Manager) to advise that the associated Market Manager will be contacting them to review the request.

  4. Market Manager will follow normal retention process.

  5. No matter the outcome, the Market Manager will need to alert the cancellations team of the outcome. If the customer does cancel, the Market Manager will enter lost service data into QuickBase. If the customer rescinds the cancellation request, the Market Manager will email ds-cancellations@dealerspecialties.com to advise.

  6. If the Cancellations Team receives the lost service data, they will enter it accordingly in Dealer Alert/DDSSync and an automated email will be sent. If they receive a rescind email request, they will note in Dealer Alert and close it out.

  7. A confirmation email will be sent out stating the cancellation effective date. It is important to let ds-cancellations@dealerspecialties.com know if you do NOT want an email sent to the customer to confirm the date.

  8. End of process