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Moving and Closing Incomplete Applications

Moving Incomplete Applications

Vulog automatically moves incomplete applications to pending when they’re complete – it doesn’t always work. When starting applications, you should check the newest incomplete applications for any that should be moved over.

  • From the user’s page, navigate to incomplete.

  • Sort by Registration Date, newest to oldest. Open the newest incomplete.

  • Check if they should be moved:

    • If it says “Approved” next to their name AND they’ve uploaded all documents, move to pending.

    • If it says “outstanding balance” next to their name AND they’ve uploaded all documents, move to pending.

  • All other applications can stay as incomplete.

  • Continue this process through the past 3 business days of applications or through 10 in a row that cannot be moved to pending, whichever is longer.

As long as they have documents and a payment method, you don’t need to do anything other than move them. Other steps will be taken care of from pending applications.

Close Incomplete Applications

We close incomplete applications older than 30 days.

  • From the user’s page, navigate to incomplete applications.

  • Sort registration date from old to new, go to the last page.

  • Open the first application from one month ago. From here, we’ll navigate using the arrows on the individual user page.

  • If it says “Missing Method of Payment” in red next to the name, archive the account. See steps below.

  • If it says “approved” or “outstanding balance”, check for pending documents under “review status.”

    • If documents are incomplete, deactivate the account and make a ticket. See steps below.

    • If all documents are present and pending, the application can be moved to pending. Under status, change both services to “pending.”

  • Continue this process for all incomplete users from over one month ago.

Archiving

Archiving deletes all user information and allows the email to be re-used. This is how we close most incomplete applications. We should only archive accounts with no payment method.

Archiving Applications

Archiving cannot be undone. If there is a payment method uploaded, follow the Deactivating steps below and do not archive.

To archive an account:

  • Verify no payment method has been added.

  • From the info page, click the three dots next to their name and select archive.

  • Confirm.

Deactivating

Deactivating closes their account so the user cannot log in, but their information is still on file. We can re-activate an account if a user requests. To deactivate an account:

  • From the billing tab, select deactivate under any active mobility plans.

  • From the info page, click the three dots next to their name and select deactivate. In the notes, write “timed out incomplete”.

    • Refund mobility plan costs to user
    • Registration fees can be refunded if requested, we'd rather have them get a refund than submit a dispute on their card

  • Under profile details > email, add .closed to the email domain. (i.e. user@gmail.closed)

  • Create a ticket under the Category > Account Closed > Cancelled or Timed Out Application.

  • Write incomplete in the description and resolve the ticket.

  • Double check that they’ve been unsubscribed from a billing plan! This is important since they’ll keep being charged unless we unsubscribe them.