Prorated Discount Retrieval Process: Midway Cancellation During 6-Month Commitment

This guide explains how to calculate and recover a prorated discount from customers who cancel their recurring service before fulfilling their 6-month commitment. This only applies to customers who received an instant discount on their initial Top-To-Bottom (TTB) cleaning.

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🔁 1. Acknowledge the Cancellation

When a customer requests to cancel recurring service early:

• Politely confirm the cancellation.
• Cross-check their account to confirm whether they had a 6-month commitment tied to an instant discount.
  → This will be noted in the customer’s tags, data sheet, or sales notes.
  → If there was no time-based commitment, no action is needed.

Suggested Script (if applicable):

“Thanks for letting us know. Just a quick reminder: the discount on your initial Top-To-Bottom cleaning was based on a 6-month recurring service commitment. We’ll calculate a prorated balance based on cleanings completed so far and follow up shortly.”

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📊 2. Calculate the Prorated Discount

Formula:

Reference Totals:

• Weekly clients: 24 services over 6 months
• Biweekly clients: 12 services over 6 months

Steps:

1. Confirm how many recurring cleanings were completed.
2. Plug into the formula above.
3. Determine the balance due.

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💼 3. Adjust the Invoice in QuickBooks

1. Find the original invoice that included the TTB discount.
2. Remove the discount and calculate the prorated balance due.
3. In Slack, go to the #accounting channel and tag @Danica (or appropriate staff) with:

• • Customer name
  • Total discount amount
  • Number of completed services
  • Remaining balance due

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🔄 4. Update in MaidCentral

• Refresh the invoice to reflect the updated amount.
• Tag the customer with “Midway Cancellation” for tracking.

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📧 5. Notify the Customer

Send an email with a clear breakdown of the calculation and amount due.

Subject: Adjustment Following Your Service Cancellation

Body Template:

Dear [Customer Name],

Thank you for notifying us of your cancellation. As the initial discount was based on a 6-month commitment, we’ve calculated a prorated adjustment:

Total Discount Given: $[Amount]
Services Completed: [X of 12/24]
Discount Used: $[Used Amount]
Remaining Balance Due: $[Amount Due]

Please use the attached invoice to submit payment. Let us know if you have any questions.

(Attach invoice or include a payment link)

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💳 6. If the Credit Card Fails

• If the card declines:

• Email the revised invoice with a 3-day payment deadline.
• Set a follow-up task in Maidcentral.

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⚠️ 7. Escalate if Unpaid

If no response after 3 days:

• Escalate to management with:

  • Follow-up logs
  • Invoice summary (original & updated)
  • Communication history

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✅ Summary Checklist

• Confirm cancellation request
• Verify whether a 6-month commitment applied
• If applicable, calculate prorated balance
• Update invoice in QuickBooks
• Refresh invoice in MaidCentral
• Notify customer with breakdown
• Attempt to charge card or send invoice