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CSRs: Cancellations

This page allows you to view a customer's energy accounts, mark accounts for cancellation, record an ineligible reason, and initiate a Third-Party Verification (TPV) call to confirm the cancellation. It also includes a Save Sale option if the customer changes their mind during the review.

Step 1: Navigate to the Cancellation Screen

  1. Log into HubSpot. 
  2. Search for the Contact who is on the phone or their Account. Use the global search at the top of the HubSpot window.
    1. Phone number is the most accurate way to search for a Contact, but you can also search by name or street address.
  3. ARID is the most accurate way to search for an Account.
  4. When using the global search, you might need to filter the results accordignt o whether you are searching for a Contact or Account. 
    1. Contact:
    2. Account:
  5. When you find a matching Contact or Account, click it.
  6. Wait for a moment until the screen fully loads. The middle column will contain buttons describing various actions.
    1. Contact:
    2. Account:
  7. Click the "Cancellation" button in the center column from either the Contact or the Account. 
    1. The Cancellation screen displays all of the customer's Accounts, even if you accessed it from a single Account screen. 
    2. The page is pre-loaded with the customer's information based on the link you opened. You do not need to enter the customer's name or email manually.
    3. Your agent name and email will appear at the top of the page confirming you are the agent on record for this session.

    Step 2: Review the Customer's Accounts

    When the page loads, you will see a table labeled Current Deal Information showing all of the customer's accounts.

    The table displays the following for each account:

    • Utility Account Number — The LDC number for each account
    • ARID — The internal account reference ID
    • Utility / Commodity — The utility provider and energy type
    • Current Contract Rate — The rate the customer is currently paying
    • Service Name, Address, City, State, Zip — The service location details
    • Billing Phone — The customer's billing contact phone number
    • NS Status — The account's current status in the internal system
    • Cancellation Status — Any existing cancellation status on record

    Tip: Accounts highlighted with a green border are eligible for cancellation — these are active accounts with no pending cancellation already in progress. Accounts without the green highlight are not eligible and no action should be taken on them.

    The number of eligible accounts is shown above the table: "There are X accounts eligible to be cancelled."

    Navigating the Table: If the customer has multiple accounts, use the arrow buttons on the left and right sides of the screen to scroll horizontally through all accounts.

    Step 3: Select an Ineligible Reason (If Applicable)

    For each account, there is an Ineligible Reason dropdown. This field records the reason the account is being removed from service.

    If a reason applies, select the appropriate code from the dropdown before marking the account for cancellation. 

    If no specific reason applies, you may leave this set to -- Select --.

    Step 4: Mark Accounts for Cancellation

    For each account the customer wants to cancel, check the Mark for Cancellation checkbox in the last row of the table.

    • Only check accounts the customer has confirmed they want to cancel.
    • You can check multiple accounts if the customer is cancelling more than one.
    • Accounts that are not eligible (no green highlight) will not have an active checkbox — do not attempt to action those.

    Step 5: Save the Cancellations

    Once you have selected the ineligible reason and checked all applicable accounts, click the "Cancel these Accounts" button.

    • A status message will appear confirming "All changes saved ✔️"
    • The system will automatically:
      • Set each checked account's deal status to Cancellation Pending in HubSpot
      • Record the ineligible reason on the deal (if one was selected)
      • Create a cancellation ticket in HubSpot for each marked account
    • The "Review TPV Information" button will become active (clickable).

    Important: Do not skip this step. You must save before proceeding to TPV.

    Step 6: Review TPV Information

    Click the "Review TPV Information" button. A review panel will open.

    At the top of the panel:

    1. Authorizing TPV Party (Required) — Enter the full name of the person you are speaking with on the call. This is the person authorizing the cancellation.
    2. Language — Select the language for the TPV call. Defaults to English; change to Spanish if needed.

    For each account being cancelled, review and update the following fields if any information needs to be corrected:

    • Customer Name
    • Service Address, City, State, Zip
    • Mailing Address, City, State, Zip
    • Service Contact Name
    • Email Address
    • Phone Number
    • Customer Type
    • Company Name
    • Utility Account Number Label / LDC Label (read-only — cannot be edited)
    • LDC (read-only — cannot be edited)

    If you make any changes to the customer's information:

    • Fill in the "Note on edited fields" text box to describe what was updated and why. This note will be saved to the cancellation ticket.

    Note: The "Authorizing TPV Party" field must be filled in before the "Send to TPV" button becomes active.

    Step 6a: Save Sale (Optional — If Customer Changes Their Mind)

    If the customer decides they do not want to cancel during this review step, click the "Save Sale" button instead of sending to TPV.

    • The system will update the deal status to Saved Sale in HubSpot.
    • The cancellation ticket will be marked as Closed.
    • A confirmation message will appear: "✅ Saved Sale! Deal(s) updated and ticket(s) closed successfully."
    • Do not proceed to TPV — the cancellation process is complete.

    Step 7: Send to TPV

    If the customer confirms they want to proceed with the cancellation, click the "Send to TPV" button.

    • The system will submit the cancellation information to TPV.

    On Success: A confirmation popup will appear displaying:

    • TPV Confirmation Number — Record this number for your records.
    • TPV Phone Number — This is the number to which you will transfer the customer.

    Transfer the customer to the TPV phone number shown.

    Step 8: Add Internal Notes

    After the TPV is sent successfully, an Internal Notes section will appear below the confirmation popup.

    1. In the text box provided, type any internal notes about this cancellation — for example, details about why the customer is leaving, anything unusual about the call, or follow-up items.
    2. Click "Save Notes & Update Tickets".
    3. A confirmation message will appear: "✅ Tickets updated successfully!"

    Once notes are saved, click Close on the confirmation popup and close the current tab.

    Note: Internal notes are optional but recommended. They are saved directly to the HubSpot cancellation ticket(s) created for this call.

    If There Is a TPV Error

    If an error message appears instead of a confirmation number, do not close the tab. Note the error details displayed on screen and contact your supervisor or technical support for assistance.