How to Edit a Care Benefit Consumption – Otto

To make an edit/correction to benefit's consumed on a pet’s Care Plan, use the "Manage Membership" support tool in Flow to submit a ticket.

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Select Remove Benefit Consumption, 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
Then, describe in as much detail as possible why AND how the benefit needs to be adjusted.

PLEASE NOTE: In order to correct a benefit consumption, we must remove the entire consumption, this is so that reporting is accurate as is bonus discount.

For example: If a team member consumes the remaining $200 of a pet's Instant Account Credit, their bonus discount would have also kicked in during that transaction. If we were to go in and edit the $200 consumption down to $100, it would still show that the pet's bonus discount was used and they received additional $$$ off.

If instead, we remove all benefit consumption from that transaction, you are then able to run through the Calculate Benefits modal and consume everything correctly without additional discounts reflecting + reporting in the Care Financial Report and Activity Log showing accurate consumption history.

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Once you are finished, press "Submit Request" and our Care Support Team will remove the Benefits and let you know once this is completed so you can go in and consume them accurately. **PLEASE DO NOT CONSUME ANY OTHER BENEFITS UNTIL THE TEAM CONFIRMS THE ACCOUNT IS ACCURATELY REFLECTING THE PET PARENT'S BENEFIT AMOUNT. **

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