Enterprise Cancellations Check List 2-24-26

Enterprise Cancellations Check List – Location/Account Pay 

If badge count is under 100 proceed with steps 
If badge count is 100+ need to notify Director of CS & VP of Customer Success 

• Get the following information from the customer: 

• Cancellation start date (inform them of any recent shipments) 

• Reason for cancelling 

• Contact information for who will be receiving the cancellation notification. (Do not assume contact information in MyRadCare is correct, confirm who will be receiving Cancellation emails)  

• Name 

• Email address (this is a must) 

• Phone number 

• Mailing Address 

 

• Check the following information to inform customer: 

• If badges are still in the customer's possession, inform them that they have 60 days (unless they have a longer UNR period) from the end of the last wear period to return all badges to RDC or UNR fees will accrue. 

• UNR fees will be billed to the location directly.  

• Their MyRadCare access will be deleted 90 days from the end of the last wear period, and it is recommended that they log in and print dose reports to avoid paying for copies in the future. 

• If there are any credits on the account, they need to tell us what invoices to apply the credits to.  

• RDC does not issue credits to the customer; they will be absorbed if there is more credit than charges on the account.  Options: Apply credits to additional services or transferred to a sister Account.  

 

• Take the following steps: 

• Shipping Hold 

• Notify Director of CS and VP of CS if over 100 badges 

• Need to provide them with all the details as to why they are cancelling the account, who made the request, etc.  

• They may need/want to schedule a call with customer to discuss cancellation further with them. 

• Cancel orders in progress (but not yet built) if customer does not need the services.  

• MyRad comment (Ex: Per Jenny Smith, Account submitted to Cancellations) 

• Hubspot Ticket  

• Pipeline: Enterprise Support 

• Reason: Account - Cancellations 

• Upload any documentation/correspondence into their account & Hubspot Ticket 

• Log cancellations request in Cancellations  

• CSM to enter in Cancellations under ENT Retention 

• CSM will work accordingly to save/retain Account 

• Set reminders in Cancellations if you need to do any follow-up before CS Admin takes the process over. 

• Once CSM has completed retention efforts and confirmed to be cancelled, CSM will need to Inactivate Account in MyRad and update Cancellations Status from ENT Retention to Pending 

 

• Cancellation will then be worked by CS Admin team 

• CS Admin will monitor that all badges are returned and any balances owed have been collected/submitted to collection agency (if necessary) 

• They may ask CSM for assistance in collecting any balance owed. 

 

 

 

Enterprise Cancellations Check List – Corporate/Enterprise Pay 

If badge count is under 100 proceed with steps 
If badge count is 100+ need to notify Director of CS & VP of Customer Success 

• Get the following information from the customer: 

• Are they needing to cancel just 1 account under the affiliation or all accounts under the affiliation?  If the entire affiliation – notify Dir of CS and VP of CS immediately  

• If entire Affiliation is being cancelled, enter Master Account information into Cancellations 

• All Affiliate Accounts need to be made Inactive 

• If Individual Accounts need to be Cancelled, enter Location Account information into Cancellations 

• Cancellation start date (inform them of any recent shipments) 

• Reason for cancelling 

• Contact information for who will be receiving the cancellation notification – this would be corporate contact if the entire affiliation; if it is just a location it could be corporate or location or both that will need to be notified. (Do not assume contact information in MyRadCare is correct, confirm who will be receiving Cancellation emails)  

• Name 

• Email address (this is a must) 

• Phone number 

• Mailing Address 

 

• Check the following information to inform customer: 

• If badges are still in the customer's possession, inform them that they have 60 days (unless they have a longer UNR period) from the end of the last wear period to return all badges to RDC or UNR fees will accrue. 

• UNR fees will be billed to the affiliation (Master Account); we will not bill the location individually.  

• Their MyRadCare access will be deleted 90 days from the end of the last wear period, and it is recommended that they log in and print dose reports to avoid paying for copies in the future. 
   

• Take the following steps: 

• Place Specific Accounts on Shipping Hold 

• Notify Director of CS and VP of CS if over 100 badges 

• Need to provide them with all the details as to why they are cancelling the account, who made the request, etc.  

• They may need/want to schedule a call with customer to discuss cancellation further with them. 

• Cancel orders in progress for all requested Accounts (but not yet built) if customer does not need the services  

• MyRad comment in Affiliate Account(s) 

• Hubspot Ticket under Master Account number, with Affiliation Account(s) linked 

• Upload any documentation/correspondence in Hubspot Ticket 

 

• Log request into Cancellations under Master Account number  

• CSM to enter into Cancellations under ENT Retention 

• If multiple Accounts closing, but not all, make note of which Accounts are closing.   

• CSM will work accordingly to save/retain Account 

• If able to save, update status in Cancellations to Saved, remove Shipping Hold in MyRad to resume service. 

• If confirmed to cancel, Inactivate Affiliate Account(s) in MyRad 

• If All Accounts under Affiliation are cancelling, each Account will need to be marked Inactive 

• Add Receiving Note at Affiliate Account Level (for all Affiliate Accounts closing): “Account in Cancellations - Please notify first.last when badges received to review for credits - (date/initial)” - Once an Account is Inactive in MyRad returned badges credits must be issued manually.  

• When receiving note received, review Account to see if credits to be issued manually to Master Account 

• Schedule MyRadCare Deletion date on Affiliate Account(s) (90 days from last wear period end date) 

• Send initial email for any outstanding badges 

• If entire Affiliation is closing, include balance due from Master Account, if applicable  

• CSM’s will work entire cancellation until all badges returned, schedule reminders as needed to follow up with Customer and use Cancellations to track all communications.   

 

• Once all badges have been returned, Account(s) can be closed in Cancellations  

• Check off any reminders 

• Update status from ENT Retention to Closed 

• Remove Shipping Hold on Affiliate Account(s) 

• Remove Receiving Note(s)   

• Ensure MyRadCare has been scheduled to be deleted or select Delete Now if its been over 90 days since their last wear period end date.