How to Cancel a Care Plan Membership

Cancelling a Care Membership

• To cancel a pet’s Care Plan, use the "Manage Membership" support tool in Flow to submit a ticket.
  
  
  
  
  
• Select Cancel Membership, then let us know who our Support Team should be reaching out to while processing ticket? If you are about to clock out for the day, consider putting the name of the employee who will be filling your place.
  **As a best practice, if you are a CSR, Tech or Assistant, be sure to always add someone from your leadership team to the ticket**
  
  
  
• Then, ask the Client: 

Do you want to pay in full OR continue to make monthly payments until your true-up amount is paid off?
pay in full vs. paying off true-up monthly: 

Clinics can decide whether they want to allow clients to pay monthly for the balance due vs pay in full (PIF). PIF should be considered for all cancellation reasons first but it's up to the clinic to decide what they want to offer their clients (and may vary from client to client).

For Otto to handle the true up with monthly payments, we will continue billing for the membership until the amount due is less than the monthly payment for the membership, and then we will collect the last payment for the leftover amount.

Monthly true up option can only be done by Otto if the monthly true up is the same amount as their monthly membership plan. In other words, if their membership was $99/month then $99 would be the only option for a monthly true up amount. If they want to do some obscure number to spread the true up out over 12 months or the number of months left on the plan term then they need to handle that themselves.

• Deceased/Discounted Pets:
  As these are your plans, it always up to the hospital whether or not to honor a discount.
  
  As a recommendation, in the unfortunate event that a Pet passes away while on a Care Plan, the Plan Discount and Bonus Discount are typically factored into the true-up amount (what’s owed from the Pet Parent).
  
  Meaning that clients will still be able to enjoy the discount benefits of their membership should their pet pass away.
  

 - After selecting the "Deceased Pet" option, you will see that the "Member Savings" is toggled on, if you click "Show More", you will get a full breakdown of how the Pet Parent is benefiting from the Care Membership discount applied.



- If the Pet is not deceased but you would still like to offer the discounted cancellation amount, you will toggle on the Member Savings tab manually. 

• Fees:
  This option allows for the Practice to charge the Client the Clinic's cost for hosting their Care Membership, and can be used at the practice's will.
  
  
• Manual Adjustment:
  This option allows for the practice to overwrite the true up amount that's due and can be used at the practice's will. We recommend using discretion when using the manual adjustment option. 
  Typically, we see this option being used when a good client owes a very small amount and the Clinic wants to kindly eat the cost of what's owed. 

Standard/No Discount Cancellation:
For standard Cancellations, by default, Pet Parents no longer benefit from the Plan Discount or Bonus Discount applied toward what they’ve already consumed from their plan (unless the clinic determines otherwise) 

• Add any additional info pertinent to the case, the Wizard will do the true-up math for you, just submit to our Care Support Team! 
  
  
• If true up is due, we need to collect PIF or monthly payments. The system will notify you that that a ticket has been created and our Support Team will process the cancellation and begin collecting the payment: 

• If it's determined no true-up is due, the plan is immediately cancelled and you will see this message on the screen:
  
  
• If no benefits have been consumed from the plan prior to cancellation:
  
  
  
• Press Cancel Membership to proceed! 
  
  **If a true up amount doesn't show in the activity log, it means the client didn't owe you anything at the time of cancellation.