Purpose
Customer support associates will use this guide to handle requests from event organizers who wish to cancel or deactivate their Eventeny account.
Locate & Loop in the CES Rep
Find the event name, business name, or requester name in the Zendesk ticket. This information is needed to search for the Event organizer in the CES "Our Organizers" dashboard.
Navigate to the "Our Organizers" dashboard and search for the event organizer's account using their name, event name, or business name. Locate the name of the CES rep assigned to the account.
Return to the Zendesk ticket and use the macro "Deactivate Account (Paid Plan)" for the corresponding CES rep. Include the CES rep in the email thread via the CC feature in Zendesk. Submit the ticket as Solved. The CES rep will handle the case offline.
Please contact the CES rep via a Slack message to inform them that the event organizer wants to cancel their account. Many of us have support emails going to a different folder where they can be easily missed.
Account has no CES rep
If there is no CES assigned in the "Our Organizers" dashboard, please submit a post in the cs-request slack channel and tag Chang or Aly for assistance.
If the deactivation requires a refund, submit a billing request first using this link.
Do not proactively offer refunds for account deactivation or subscription downgrade. If a refund is requested, inform the user that refunds will be prorated based on the time their subscription was active.
Return to the Zendesk Ticket and link the Asana task in an internal note. Submit the ticket as On Hold.
Once the Asana task or Slack post is marked as complete, return to the Zendesk ticket and inform the event organizer that they can now deactivate their account using the "Deactivate Account" macro. Alternatively, confirm that their account has been canceled and/or refunded.