Horizon Direct

Cancel subscription and refund the latest charge

Use this workflow when a customer reports an unknown Horizon Direct charge/order or asks to cancel their Horizon Direct subscription. Verify the subscription first, cancel the active recurring charge, refund the most recent HD charge, then clean up tags and track the ticket.

Refund rule

If the customer cancels their Horizon Direct subscription, process the cancellation and issue a refund for the most recent HD charge, even if they did not specifically ask for a refund.

  1. 01

    Verify subscription and order

    Verify Subscription & Order:

    • Check the Sticki for the customer's subscription status. If there is still a Next Recurring Date, the subscription is still active.
    • Locate the original order details in the system. It is indicated under the Campaign Name.

    Tool used: Sticki

  2. 02

    Send the subscription info macro

    Tagging should be: Inquiry > Subscription > Information + XXResolved - With Reply

    Tool used: Gorgias

  3. 03

    Add the first Sticky note

    (Channel)

    (Concern)

    (Concern Details)

    (Handling & Resolution)

    Tool used: Sticky

  4. 04

    Cancel subscription and refund latest HD charge

  5. 05

    Add the cancellation Sticky note

  6. 06

    Send the cancellation/refund macro

    Modify product name and description, if needed. Then, hit SEND

  7. 07

    Clean up tags

    Possible Concern Tag: Complaint > Subscription > Cancellation > Not interested

    Complaint > Subscription > Cancellation > Unaware

    Resolution Tag: XX Subscription Cancelled (Refunded)

  8. 08

    Log the ticket

    Tool used: Tagging Sheet

  9. 09

    Close the ticket