This procedure outlines the required steps for submitting a Customer Credit, Cancellation, Reduction, or MRR Delay request to the SalesOps Approval Queue through Salesforce. All CCR requests must contain complete case details, departmental instructions, and financial impact information before being submitted for approval.
Step 1: Open the Salesforce Case
- Log in to Salesforce.
- Open the applicable customer case.
Step 2: Complete the Details Tab
- Request Category
- Select: CCR – Credit / Cancellation / Reduction
- Request Type - Select the appropriate request type.
A. Full Cancellation
Customer is requesting cancellation of the entire platform.
Applicable platforms include:
- AlarmBiller
- Managely
- Manitou
- SedonaOffice
- SIMS – VaporPaper
B. One-Time Credit
Chosen typically due to:
- Billing Error
- Executive Escalation
- Goodwill
- Product Defect
C. Partial Cancellation (Reduction)
Used when:
- Reducing license counts
- SedonaOffice – customer must maintain at least 5 SO Users.
- Removing a module from the customer's platform
D. Delay MRR
Chosen typically due to:
- Executive Escalation
- Product Defect
- Subject Line Format
- Update the subject line using the following format:
- Request Type_Customer Name_Case Number
- Example: Full Cancellation_ABC Security_01234567
- Click Save.
Step 3: Create Activity Post
- Navigate to the Activity tab and select Post.
- Enter:
Subject
- Re: Customer Name
Request Type
- Specify the request type being submitted.
Department Instructions
- Include instructions for each department as outlined below.
A. One-Time Credit Requests
Billing
Please provide:
- Credit invoice number
- Credit amount
Please use the following format when submitting a credit request to the Billing Team. Be sure to attach a supporting image or PDF to the Activity Post to provide the necessary documentation for processing.
CSM Team - make sure you include the Invoice that needs crediting in the file for the approvers review
If a Refund is warranted, please request from the customer the following:
- Customer details
- Account information
- Completed W‑9 form
- Formal ACH bank letter (on official bank letterhead)
Example Case No. 00154571 | Case | Salesforce
B. Full Cancellation Requests
Billing
Please:
- Terminate platform effective [Date]
- Cancel recurring monthly revenue (RMR) effective [Date]
- Send final statement if balance remains due
- Route unpaid final balances to Collections if not paid by due date
Operations – @Melissa Wilson Blanchard
Please:
- Downsell contract effective [Date]
- Add critical note in Salesforce effective [Date]
- Cancel software access effective [Date]
Professional Services – @Bryant Hardy
Please: Turn off customer environment effective [Date]
CSM Team - make sure you include the Contract in the Files for approvers review
Important: Because there is currently no automated workflow in Salesforce:
- @Mention Melissa Wilson Blanchard
- @Mention Bryant Hardy
Example Case No. 00158356 | Case | Salesforce
C. Partial Cancellation (Reduction) Requests
Billing
Please:
- Cancel RMR for module effective [Date]
Operations – @Melissa Wilson Blanchard
Please:
- Remove module effective [Date]
Professional Services – @Bryant Hardy
Please:
- Remove module effective [Date]
CSM Team - make sure you include the Contract in the Files for approvers review
Important
- @Mention Melissa Wilson Blanchard
- @Mention Bryant Hardy
Example Case No. 00158612 | Case | Salesforce
D. Delay MRR Requests
Billing
Please:
- Remove RMR for module through [Date]
- Reinstate RMR for module beginning [Date]
Because these requests are relatively infrequent, I typically set a calendar reminder two weeks before the scheduled end date. The reminder includes the customer’s name, case number, and the delay or discount end date so I can review whether the delay or discount should be extended or allowed to expire.
You can also run a report in Salesforce using the CCR Tab field to identify records that are within two weeks of their end date and require review.
Example Case No. 00157274 | Case | Salesforce
Step 4: Complete the CCR Tab
- Navigate to the CCR tab.
- Complete the following fields:
Required Fields
- CCR Financial Actions
- CCR Reason Code
- CCR Justification
A. One-Time Credit Requests
Complete:
- One-Time Credit Amount
- Effective Date
- Credit Type
B. Full Cancellation or Partial Cancellation Requests
Complete:
- Current Monthly MRR
- Monthly MRR Impacted
- Monthly MRR Lost
- MRR Stop Date
C. Delay MRR Requests
Complete the Discount Details section:
- Discount Amount
- Discount Start Date
- Discount Type
- Discount End Date
- Click Save.
Step 5: Approval Readiness Check
Before submitting, verify:
☐ Request Category = CCR – Credit / Cancellation / Reduction
☐ Correct Request Type selected
☐ Subject line follows naming convention
☐ Activity post completed
☐ Department instructions included
☐ Upload Contract and or Invoice in File
☐ Required users @mentioned (when applicable)
☐ CCR Financial Actions completed
☐ CCR Reason Code selected
☐ CCR Justification completed
☐ Financial impact fields completed
☐ Case saved
Step 6: Submit for Approval
Once all required information has been completed:
- Verify, the CCR Approval Conditions section displays a checkmark.
If the checkmark does not appear, a message will let you know which required fields are missing.
- Click Submit for Approval located in the upper-right corner of the Salesforce case.
If the Submit for Approval button is not available, check the Details tab to ensure that all required fields have been completed.
The request will then route to the SalesOps Approval Queue for review and approval.
