Renewing too early

PRE-TSA

TSA PreCheck membership lasts for five years, and you can renew up to six months before your current expiration date if you're already a member. The new membership period begins as the current one ends, so there is no disadvantage to renewing early. 

TAKE NOTE!

We will try to keep the client

• If the renewal date is 6 months away or less we will try to keep the customer. 
• Use the macro: Renewal too early-Try to keep the client. Then, submit the ticket as PENDING.
• If the cx agrees to keep the application, put the ticket on HOLD and change the order status to issue: renewing too early.
• Once the renewal date comes, reset the bot. Sample Ticket #470739

Full refund

• If the customer tried to renew their application without knowing that their renewal date is MORE than 6 months away we will issue a full refund.
• Send an email to the cx using the macro: Renewing too early- (refund)
• Escalate to Chrissy for a full refund. Then, submit it as OPEN. 

GLOBAL ENTRY

Applications that are renewing too early - beyond 6 months

Customers are only allowed to renew their application a year before their membership expires. So, if a customer submitted a renewal for more than a year before their membership expires, that will be considered as renewing too early and we need to cancel the order and issue a refund. See sample below: 

In this situation, customer submitted a renewal application today, November 30, 2021. But we found out that customer's application won't expire until December 08, 2024 and customer can't renew until December 09, 2023. This will automatically tell us that we need to cancel the order customer placed to us since we can't process the renewal as of yet because the renewal application was submitted more than a year before their membership expires.

Renewing too Early - within 6 months

*If customer placed an order for renewal application which is within 6 months of the actual renewal date, we send an email to the customer to tell them that we will put their renewal application on hold until the exact renewal date so we can process it right away once it allows us to. See sample below:

- the customer's membership won't expire until April 2023 and customer can't renew until April 2022. If the renewal is set within 6 months from the current month, we can put the customer's application on hold so we can process the renewal on the exact renewal date.

TAKE NOTE!

We will try to keep the client

• If the renewal date is 6 months away or less we will try to keep the customer. 
• Use the macro: Renewal too early-we will try to keep the client. Then, submit the ticket as PENDING.
• If the cx agrees to keep the application, put the ticket on HOLD and change the order status to issue: renewing too early- will wait.
• Once the renewal date comes, reset the bot. Sample Ticket #356657

Full refund

• If the customer tried to renew their application without knowing that their renewal date is MORE than 6 months away we will issue a full refund.
• Send an email to the cx using the macro: Renewing too early- (we must refund)
• Escalate to Chrissy for a full refund. Then, submit it as OPEN.