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Closing Accounts

Closing Accounts process has 3 primary goals in mind:

  1. Make it easy and straightforward as possible for both members and MS staff
  2. Gather exit data
  3. Allow for simple re-application in the future

The processes outlined below are designed to meet these goals, from utilizing the Suspend vs the Archive option (Archive destroys the account info totally and makes it unusable in the future, so not easy to re-apply), to continuing to use the Cancellation Survey in order to better understand people’s motivations for closing their account.

Defining Terms

Cancel Request

Used when a member tells us they are leaving membership. This process can start from a cancellation request form submission, the Account Deletion button in the member’s app, or from the member telling us via email/phone call.

Application Cancelled

Member tells us they no longer wish to be a member in response to our incomplete app follow up or request for more information. These members have not started membership officially, so will be in Pending or Incomplete apps.

Application Timed Out

An application that has not completed registration remains incomplete 30 days after beginning registration.

Terminating Account

When a current member violates our terms or otherwise needs to be fired 

Rejected Application

Member's application was denied due to MVR issue or other qualifications 

How to Process Account Closures

Cancel Request

Members may submit the cancellation form on the HOURCAR website hosted under Member Resources, which will generate an email to the infobox, send an email or give us a phone call directly, or request their account cancellation through the app which will generate a Vulog Ticket assigned to MS.

Cancel Survey

We want to give everyone the option to tell us why they have cancelled their membership. For cancellation requests that are not sent from either the HOURCAR Cancellation survey or the Evie Cancellation Survey:

  1. Send the “Confirm Cancellation” email template within the “5. Account Closures” template folder.
  2. Edit system generated Cancellation ticket (or create new ticket if needed)
    • edit title to add "close [seven days from now]"
    • comment that you sent the confirm cancellation email
    • move ticket to ongoing
  3. When the close date is reached, close the account if we have not heard from the member.

Backup Plan Switch

The survey includes a recommendation to switch the account to the $0-monthly membership fee plan the Backup Plan, (shows as Free Plan in Vulog Back Office). This way the member will stop incurring charges, but they will be able to easily take an HOURCAR trip anytime in the future if needed, without having to re-apply and be re-verified. If the member selected to switch to the Backup Plan, follow these steps.

  1. In the user's account in Vulog, navigate to the Billing tab and click the blue “Edit” button to change billing to Backup/Free plan
    • using the Edit button will leave them on the paid plan until their billing period month is up, which is what we want to do.
  2. Send email confirmation of switch to Backup Plan

Refresh the page to make sure the change was saved

You are now ready to send the member an email confirmation from Outlook. You can find the template under Hottest template action > 5. Account Closures > Backup plan switch. Edit the template, review for accuracy, hit send, and you’re done!

Cancel Request Account Closure

  1. Edit user's email address to end in .closed
  2. From the info page, change account status to Suspended on both Evie and HOURCAR services
    • If there is any business profiles, make sure steps 1 and 2 are completed on all profiles!
  3. Edit the Cancel Request ticket and any other open tickets
    • comment date you closed the account
    • set status to resolved
    • resolve all other Member Services tickets open on the account. Fleet tickets can remain open.
  4. On Billing tab, deactivate the user's mobility plan if on a paid plan
  5. Deactivate the user by clicking the three dots next to the username at the top of the page
  6. Send account cancellation confirmation email

Application Cancelled

Cancelling vs timing out applications

Applications that remain unable to be approved after 30 days need to be either cancelled or timed out. If an application is in pending, has a processed registration fee or other payment, is from a previously rejected candidate, or is otherwise suspicious, the application should be cancelled. Cancelling applications prevents the email used from creating another application without contacting member services. If none of these conditions apply, time out the application instead so that the applicant can register again later without having to contact member services.

Application Cancelled Account Closure

  1. Edit user's email address to end in .closed
  2. From the info page, change account status to Suspended on both Evie and HOURCAR services
    • If there is any business profiles, make sure steps 1 and 2 are completed on all profiles!
  3. Create Account Closed -> “Cancelled or Timed Out Application” ticket with status “Resolved” 
    • Include notes about nature of closing if relevant, for example if they got a refund, if they were upset, if they just ghosted 
    • resolve any other Member Services tickets open on the account. Fleet tickets can remain open.
  4. On Billing tab, deactivate the user's mobility plan if on a paid plan
    • 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
  5. Deactivate the user by clicking the three dots next to the username at the top of the page
  6. Send email confirmation of cancelled application email

Application Timed Out

  1. Check to make sure that the application does not have a payment method on file. If they do, treat as a cancelled application
  2. From the info page, change account status to Suspended on both Evie and HOURCAR services
  3. Select the three dots at the top of the page and hit the “Archive User” button. Select Confirm in the pop up box.

Check for Completed Trips

Timing out accounts via Archive should ONLY be used for accounts that have not taken any trips on our service. If there are any completed trips on the account, the user should be Closed instead.

Terminating Account

  1. Edit user's email address to end in .closed
  2. From the info page, change account status to Suspended on both Evie and HOURCAR services
    • If there is any business profiles, make sure steps 1 and 2 are completed on all profiles!
  3. Create Account Closed -> “Terminated” ticket with status “Resolved” 
    • even if termintation is discussed in other tickets, please make a Terminated ticket on every termination
  4. Resolve all other Member Services tickets open on the account. Fleet tickets can remain open.
    • comment on tickets that we've terminated the member
  5. On Billing tab, deactivate the user's mobility plan if on a paid plan
  6. Deactivate the user by clicking the three dots next to the username at the top of the page
    • make deactivation note when prompted that says "Terminated - [why they were terminated]"
  7. Send account termination email
  8. Copy sent email to the "Terminations" folder in the inbox
    • leave a copy in the sent as well - the email shouldn't be moved, just copied!

Rejected Application

  1. Edit user's email address to end in .closed
  2. From the info page, change account status to Rejected on both Evie and HOURCAR services
    • If there is any business profiles, make sure steps 1 and 2 are completed on all profiles!
  3. Create Account Closed -> “Rejected Application - [reason]” ticket with status “Resolved” 
    • Include notes about nature of the rejection, for example "excessive speeding on x date"
    • resolve any other Member Services tickets open on the account. Fleet tickets can remain open.
  4. On Billing tab, deactivate the user's mobility plan if on a paid plan
    • 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
  5. Deactivate the user by clicking the three dots next to the username at the top of the page
  6. Send rejected application email