Pending Cancellation Guide

access level payroll advisor (full access), manager (full access) module payroll admin tab, system wide this article explains the automated pending cancellation system workflow, which manages customer status changes and sends notifications based on payment failures, missed reporting, and compliance related issues the system ensures timely communication and status accuracy across all customer categories billing date workflows monday–wednesday billing customers 🔄 automated the system processes these customers as follows monitors for three consecutive payment declines starting from billing date upon third decline, updates customer status to pending cancellation – payment declined notification schedule monday customers → notification sent wednesday at 4 pm tuesday customers → notification sent thursday at 4 pm wednesday customers → notification sent friday at 4 pm thursday billing customers thursday billed customers follow a different timeline first decline triggers standard decline 1 email if unresolved by friday at 4 pm, status updates to pending cancellation – payment declined applies to both auto and reporting customers notification dispatched at status update (friday at 4 pm) friday billing customers friday customers have an accelerated timeline system monitors for three decline attempts on billing day after third failed attempt, updates to pending cancellation – payment declined sends notification at 4 pm same day 🔄 automated all status changes trigger automatic notifications via email and sms special customer categories inactivity customers ⚠️ warning customers with inactive status are handled differently any declined payroll record triggers immediate pending cancellation – payment declined no threshold or waiting period applies notifications sent immediately when status updates non reporting customers 🔄 automated system updates to pending cancellation – non reporting when customer exceeds inactivity threshold, or customer has consecutive unreported cycles beyond allowed limit status management automatic resolution 🔄 automated the system can automatically resolve pending cancellation payment declined resolution status removed when successful payment processes customer returns to active status flags cleared from all records non reporting resolution status removed only after customer submits a report successful payment processes both conditions must be met manual status assignment 🔒 manager only users with appropriate permissions can manually apply pending cancellation navigate to admin section of payroll record select pending cancellation button choose a reason non reporting payment declined non compliance 🔄 automated system sends notification when manual updates occur communication system automated notifications all notifications follow consistent schedule timing automated notifications send at 4 pm days wednesday, thursday, friday methods both email and sms notification content each notification includes clear explanation of cancellation reason specific steps for resolution contact information for assistance timeline for required action notification templates email template key elements subject line with urgency indicator reason for pending cancellation required actions to avoid cancellation deadline for resolution support contact information sms template timeline examples payment declined timeline day event monday payment declined (1st attempt) monday payment declined (2nd attempt) monday payment declined (3rd attempt) wednesday 4 pm pending cancellation status applied wednesday 4 pm notification sent following tuesday cancellation if unresolved non reporting timeline week event week 1 no payroll reported week 2 second consecutive miss week 3 threshold exceeded tuesday 4 pm pending cancellation applied following tuesday cancellation if unresolved important considerations 📌 tip monitor customer accounts proactively to prevent pending cancellations all status changes occur in real time both manual and automated changes trigger same templates system logs all notifications for audit purposes multi channel delivery ensures customers receive information troubleshooting & escalation common issues status not applying automatically symptoms customer should be pending but isn't possible causes payment partially successful within grace period system processing delay manual override present resolution steps review payment history check decline count verify timeline requirements apply manually if needed customer not receiving notifications symptoms no email/sms received possible causes invalid contact information spam filters blocking sms opt out status delivery failure resolution steps verify contact details check spam folders confirm sms opt in send manual notification cannot remove pending status symptoms status persists after resolution possible causes payment not fully processed report not submitted (if required) system sync delay both conditions not met resolution steps verify all conditions met wait for system update check both payment and reporting escalate if persistent when to retry vs escalate retry these actions 🔄 manual status application 🔄 notification resend 🔄 payment reprocessing 🔄 system sync wait escalate immediately for 🚨 automation not triggering 🚨 multiple customers affected 🚨 cannot change status 🚨 system wide issues escalation process level 1 team lead/manager manual overrides grace period extensions special circumstances customer negotiations level 2 it help desk automation failures notification system issues status sync problems database conflicts 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, expected status, timeline screenshot payment/reporting history note notification delivery status prevention strategies help customers avoid pending cancellation payment issues update payment methods proactively set up payment reminders offer alternative payment options monitor decline patterns reporting issues educate on reporting requirements set up reporting reminders offer auto reporting option track inactivity patterns compliance issues regular documentation reviews proactive renewal reminders clear requirement communication compliance checkpoints next steps after understanding pending cancellations cancellation system guide full cancellation process admin tab manage status changes inactivity assessments prevent non reporting 📚 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