Coronavirus - Suggested Practice?
Dear Valued Partners
Conducting business during the pandemic is evolving quickly. This email is a follow up regarding the new suspended status, Force Majeure, that we recently made available which enables the temporary suspension of a plan for 60 days, with an automatic reinstatement at the end of that period. Use the “Temporary Stop Auto Debit - Force Majeure” sub-status for this option. Below is a best practice of documenting the arrangement between you and your client.
We strongly suggest that you use this option only for clients that call requesting assistance. If you choose to offer the Force Majeure option, you should send an email to the pet owner confirming the authorization to suspend payments for 60 days and add 60 days to the term of their current agreement. This will ensure that the client is on the same page and gives you written acknowledgement that they will be responsible for payments during the period added to the end of the plan. Below is a sample email template to send to your clients. You should have the client confirm by replying to the email and only after you receive the reply, suspend the plan. The email should be saved as a document in their Customer Detail.
Dear (Name)
This email confirms your understanding and authorization for us to suspend your current pet wellness plan for 60 days. After 60 days, the plan will automatically reinstate and start collecting monthly payments. The original 12-month agreement will extend to 14 months to account for the period where no payments were received. Here is a recap of how it will work:
- Freeze (suspend) payments for your pet's wellness plan for 60 days
- After 60 days the automated monthly payments will resume
- The term of the plan agreement will extend by 60 days to allow for collection of the two months in which no payments were received
Please reply to this email confirming your understanding of the modifications to the payment schedule of your wellness plan. We need your email confirmation to complete this request. If you have any questions please give us a call.
All the Best,
Your VCP Team