How do I help a customer who wants to cancel their 6ya subscription renewal?

Try to let them know about the benefits of keeping their 6ya membership for instant troubleshooting. If they would still like to cancel, state that you'll be happy to help and will forward their request to the appropriate team. You may then disconnect the call. Do not collect any contact information from the customer or log into their 6ya account to cancel for them. 

After the call ends, go into your call history in the app, and select the call to open up the call details. Click on "Flag this Customer" on the bottom.

 

00a-Expert-Call-Ended-paid-tip-pending.png

 

On the "Flag this Customer" page, select the cancellation request option. Then click "Send." 

02-expert-moderation-customer-issue.png

This will submit the request to our team to begin processing.  

 

Have more questions? Submit a request