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      How to Submit a Retention Request Form

      Steps on how to submit a Retention Request Form

      Authorify | How to Submit a Retention Request Form 


      Overview

      This process document outlines how to submit the Retention Request Form. This form is used by the SDR, Sales, and the CSR teams when a member requests to cancel their subscription during a meeting, through an SMS, or an email. All cancellation requests must be submitted through the retention deal form immediately. 

      Scope of Support

      This document defines the step-by-step process on how someone outside the Member Experience Team forwards a cancellation request to the retention team. This process document, however, does not define the strategies on how to retain a customer. 

      How to Submit a Retention Request Form

      1. Log into https://share.hsforms.com/1Rsm-sqNoT0qzk-0O2Mn2lg21ekf

      1. Open the account in Chargify or in Stripe. See how to search an account in Chargify or Stripe or how to check the membership status in Hubspot. 

      1. Account Type refers to the type of subscription the member currently has. Below is a general guideline on what Account Type to select:

      1. Trial / Canceled After Onboarding - trial member who completed their onboarding. To know if the member completed the onboarding, check the onboarding ticket. The ticket stage must be in “Completed Onboarding Online,” or “Book Setup Completed”


      1. Contracted - if a member is under a contracted membership regardless if it’s monthly or annual subscription.

      1. Dentist - for dentist membership.

      1. Non Contracted / Trial Cancel Before Onboarding - for all non contracted members and trial members who DID NOT COMPLETE their onboarding. To know if the member completed the onboarding, check the onboarding ticket. 

      1. Referral Marketing - if a member wants to cancel their magazine subscription. 

      1. Smartagents - Smartagents magazine subscription is no longer offered and all subscriptions have already been canceled. If a member is calling to cancel their SAM/Smartagent magazine subscription, inform the caller that their membership has been canceled in August 2024. If the caller is requesting for a refund, warm transfer the caller to the Member Support line at ext 902. During high call volume, endorse the member for call back to the #coachsupport channel in Slack. Do not submit the retention request form.