Handling Guaranteed Display (SGD) Cancellation Requests

Overview

Agents may occasionally request to cancel their Guaranteed Display (SGD) subscription. While cancellations are managed by the appropriate team, this guide outlines the process for submitting a cancellation request to ensure prompt resolution.

How to Process an SGD Cancellation Request

1. Create a Cancellation Ticket:

   • Log in to Happyfox.
   • Select the SGD Cancellations category.
   • Enter all relevant details about the agent and their account, including:
     • Agent’s name.
     • Email address.
     • Zip codes currently sponsored.
     • Any specific reason provided for the cancellation.

2. Confirmation of Submission:

   • Notify the agent that their request has been submitted and a member of the SOLD.com team will follow up shortly.

Suggested Talk Track

Talk Track:
"Thanks for letting us know about your request to cancel your Guaranteed Display subscription. I’ve submitted your cancellation request to our team, and someone will reach out shortly to confirm the next steps. If you have any other questions or concerns in the meantime, feel free to let me know!"

Best Practices for Reps

• Verify Account Status:
  Ensure the agent’s account details are accurate before submitting the ticket.

• Retain Professionalism:
  Keep the conversation positive and explore whether the agent’s concerns can be addressed with alternate solutions, such as adjusting their zip codes or offering other program benefits.

• Log Activity:
  Document the cancellation request and any relevant details in the agent’s Salesforce contact record.

By following this process, agents can have their cancellations handled efficiently while maintaining a professional and supportive experience