Upgrades, Downgrades, Cancellations; Best Practices

Upgrades:

Clients have the option to upgrade at any time during their plan term. The amount owed to upgrade will simply be the difference in monthly plan cost * # of months on plan. Then, we simply apply any benefits used from the old plan, toward the new plan. At times, the upgrade fee is more than their bill today, but they’re still saving money in the long run because their available benefits will increase.

• Example:
  Pet is enrolled in Essential plan and has used 1 exam and $500 of my $500 Instant Account Credit and needs to upgrade to to the complete plan that includes 2 exams and a $1000 Instant Account Credit. Once I upgrade, 1 exam and $500 will be consumed from my complete plan, leaving me with 1 exam and $500 to use for the rest of the year.

Downgrades:

We do not support mid-year downgrades for Care Plans. If a pet parent needs or wants to downgrade, we should cancel their current plan, calculate + charge the true-up if applicable, and have them re-enroll in their preferred plan.

Cancellations:
deceased pet/discounted:
In the unfortunate event that a Pet passes away while on a Care Plan, the Plan Discount and Bonus Discount ARE factored into the true-up amount by default (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.
**This can be toggled on/off manually by the Clinic when processing the cancellation, meaning the cancellation does not NEED to be due to a pet passing away in order for the cancellation to be discounted.

Standard: 

Typically for Standard Cancellations, Pet Parents no longer benefit from the Plan Discount or Bonus Discount applied toward what they’ve already consumed from their plan. This is because by cancelling their plan early, they are breaking the agreement, therefore they should be paying for all services rendered at retail price. Clients will be expected to cover the cost of any discounts received as part of their membership benefit usage. Leverage the "Manage Membership" button and select any type but "Deceased Pet" to have the Member Savings automatically toggled off. **This can be toggled on/off manually by the Clinic when processing the cancellation, meaning a deceased pet-cancellation CAN have the Saving turned off, and vice-versa.

Manual Adjustment:

In some cases when a loyal Client is cancelling and owes a small amount of money, the Clinic may choose to write-off the amount owed as a courtesy. 

This tool can also be leveraged when cancelling past-due plans and adding the amount owed as a balance on the Clients PIMS account +/- sending to collections.

In these cases, you'll want to follow the cancellation process under the "Manage Membership" button and toggle on the "Manual Adjustment" button 

After toggling the "Manual Adjustment" button on, you'll then want to enter whatever amount you're writing off. Example: If the Client owes $25 and you want to write off the full amount, you will enter $25 into the "Manual Adjustment" field. 

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.

pay with card on file vs. changing payment method:
During the cancellation process in the manage membership tool, the clinic team will be asked if the Client wants to pay in full or pay their cancellation true-up amount over time. 

The card on file will automatically populate, but the Client can choose to add a new payment method.

If the client/practice chooses Pay Over Time, the screen will ask that a new billing date is provided & will break down what the monthly cost will be. 

cancelling vs. renewal opt-out: 
In some scenarios, the Client has used a large quantity of their benefits, and it's a lot more financially smart to just keep the pet enrolled and finish up the monthly payments and opt-out of renewals instead. 


If this is the case, from the cancellation calculation screen, you can click "opt-out instead?" and be redirected to the renewal opt-out screen. You can also access this screen directly from the "Manage Membership" button and selecting it from the "Request Type" drop down.



**The Chronos Teletriage Team will not reach out to past due clients if the plan is cancelled**