Cancellation System Guide

access level manager (full access), payroll advisor (view only) module payroll admin tab, system wide this guide outlines the automated and manual cancellation workflows used to finalize customer terminations in januscrm it includes key timings, system actions, and communication protocols to ensure compliance and transparency during account closures automated cancellation process when automated cancellation occurs 🔄 automated the automated cancellation process executes every tuesday at 4 pm est applies to customers marked as pending cancellation the prior week triggers when the customer status matches any of these reasons non payment non reporting non compliance key reference dates 🔄 automated when cancellation runs on tuesdays at 4 pm , the system automatically populates effective date the last day of the final processed payroll cycle last check date the check date from the final paid or processed payroll week ending the payroll cycle end date for the final payroll ⚠️ warning if a customer's status is manually changed to cancelled , users must enter these dates manually in the cancellation modal manual cancellation process admin interface actions 🔒 manager only to perform a manual cancellation navigate to the admin section of the payroll record select mark as cancelled complete the modal with the following effective at date last check date week ending date select the appropriate reason non reporting non payment customer request carrier requested non compliance communication system notification schedule 🔄 automated all notifications are sent tuesdays at 4 pm est for both automated and manual cancellations the system sends email to customer sms to customer email to all employees associated with the cancelled company notification templates customer email template the email includes cancellation effective date reason for cancellation contact information for questions next steps if applicable employee email template the email includes company cancellation notice last day of coverage instructions for benefits contact information sms template final termination process system actions (fridays at 4 pm est) 🔄 automated the system performs final termination customer records are terminated in the lead card company is removed from the payroll dashboard company request tasks removed from the data dashboard system triggers employee termination emails data management cancelled customers are fully removed from active systems records are archived per data retention policies employee application(s) status changed to archived ⚠️ warning all data deletions are final and cannot be undone status flow summary stage timing system action pending cancellation prior week triggered manually or via automation cancellation status update tuesday @ 4 pm est customer marked as cancelled final termination friday @ 4 pm est removal from systems, employee emails sent important considerations 📌 tip all automated events follow strict time schedules plan accordingly for customer communications manual cancellations trigger immediate customer and employee notifications the system logs all actions and communications for audit purposes employee notifications and system removals are fully automated consider grace periods before initiating cancellation cancellation reasons explained payment declined applied when multiple payment failures consistent declined transactions no payment arrangement made non reporting applied when customer exceeds inactivity threshold consistent failure to submit payroll no communication about extended closure non compliance applied when regulatory requirements not met required documentation not provided carrier compliance issues customer request applied when customer voluntarily terminates business closure switching to different provider carrier requested applied when carrier terminates relationship risk assessment changes policy violations troubleshooting & escalation common issues cannot mark as cancelled symptoms button disabled or not visible possible causes insufficient permissions customer already cancelled system processing another action wrong interface location resolution steps verify manager permissions check current customer status wait for pending actions navigate to admin tab dates not auto populating symptoms manual entry required for automated cancellation possible causes manual override used no prior payroll history system calculation error missing data points resolution steps review payroll history calculate dates manually enter accurate information document in notes notifications not sending symptoms customer/employees don't receive notices possible causes invalid contact information email delivery issues sms service problems system queue delays resolution steps verify contact details check spam folders manually send notices update contact info when to retry vs escalate retry these actions 🔄 manual cancellation attempt 🔄 date calculations 🔄 notification resend 🔄 status verification escalate immediately for 🚨 cannot cancel any customers 🚨 automation not running 🚨 mass notification failures 🚨 data not archiving escalation process level 1 team lead/manager override cancellation decisions special circumstances reinstatement possibilities communication issues level 2 it help desk system automation failures notification system issues archive problems database errors how to submit an it help desk ticket 📌 tip see how to submit a support ticket for detailed instructions quick reference navigate to help in the navigation bar select it help desk include customer name, cancellation reason, dates screenshot any errors note if affecting multiple customers preventing cancellations best practices to help customers avoid cancellation monitor pending cancellation flags proactive customer outreach payment plan arrangements clear communication about requirements regular account reviews next steps after understanding cancellations pending cancellation guide prevention strategies admin tab access cancellation features internal reinstatement restore cancelled customers 📚 quick reference need help with terminology? check our januscrm glossary & acronym index for definitions of all terms used in this documentation questions about permissions? review the user roles & permissions matrix to understand access levels