Welcome to G5 Help Center

G5 Knowledge Base
G5 Logo Knowledge Base

Return To Blog

Customer Care Process: Delete Locations

Introduction

This document covers the process for deleting one or more locations from the platform.

  • Note: if a location needs to be deleted during the build process, do not follow this process; this task is performed in Pro Services and does not require a Customer Care ticket

  • Note: see the final section of the document titled Process Variations for the following procedures:

    • To change delete date

    • To cancel delete request

    • To re-activate deleted location

Process Overview

Some key points:

  • Task status completion is managed in NetSuite

  • Delete requests must be initiated from the Account Management Team

  • Verify with Client to proceed with the delete a week prior to the Due Date

  • Communicate any changes to all teams (Customer Care, SEO, Digital Advertising, Client Services)

  • Various department have roles in the process and may have their own process documentation

Account Management

Entrance Criteria

  1. A 30-day written notice from the Client. This can be in the form of an email or a Customer Care ticket.

Do Work

  1. Find out to whom the location is being sold, or determine the name of the new management company

    1. Forward this information to CJ Edmonds

    2. If the client cannot give you the information due to a clause in the escrow, forward the name of the location to CJ, as Sales may be able to track it to a new ownership group

  2. Delete any client user accounts in Client Center and/or Auth

  3. Submit a ticket using the Zendesk deleted location form

Customer Care (initial steps)

Entrance Criteria

  1. Delete location ticket is submitted by CSM

    1. Note: do not process a request directly from the client - forward it to the AM Team

Do Work - When Ticket is Submitted

  1. Access Zendesk, then perform the following tasks:

    1. Triage the ticket using the appropriate macro

  2. Access the Client Center, then perform the following tasks:

    1. Access the applicable location, then click Service Detail View

    2. For each service that has any text in the Billing Key column, perform the following tasks (these tasks are required even if a same day delete):

      1. Double click anywhere on the row of the service

        1. Note: if "Store's call plan requires call tracking numbers to be managed by the G5 Cloud Call Tracking Service" displays on screen for a CT service, skip the next two steps for that service because the location is using Call Pooling and End Date and Status cannot be changed

      2. In the End Date field, enter the scheduled delete date

      3. In the Status field, change the status to Pend-Del (required even if a same day delete because it triggers a notification to Accounting), but note the following exceptions:

        1. If Active - Free Trial, change to Pend - Del Free Trial

        2. If Active - Free Mobile, change to Pend - Del Free Mobile

        3. If Active - Free Responsive, change to Pend - Del Free Responsive

        4. If Active - Enterprise, change to Pend - Del Enterprise

    3. Click the Save changes button, then continue changing the status for each additional service

    4. Return to the location in the Client Center, and in the General tab, Status field, change the status to Pend-Del, if not displaying that status already

  3. Access NetSuite, then follow either step 3.1 or 3.2 below, whichever is applicable:

    1. If the delete is for all locations, and all locations have same delete date, perform the following steps:

      1. In the search field at the top of the screen, type CLI:client name, but don't click Enter

      2. At the bottom of the list of records that match the search, click Show more items

      3. Click the Edit button on the Reseller row (Reseller displays in the Channel Tier column)

      4. Scroll down to the Onboarding & Retention section and complete the following fields using info provided in the ticket:

        1. Date Termination Request Received

        2. Estimated Termination Date

        3. Termination Outcome

        4. Termination Reason

        5. Termination Details

        6. Zendesk URL

        7. Click the Save button => data entered in the fields will cascade down to each location

    2. If the delete is for one or more but not all locations, or if the delete is for all locations, but not all locations have same delete date, perform the following steps:

      1. Access the AW Delete

      2. In the Client Name field, enter the client name, then click the link to the client record when it displays below the field

      3. Complete the following fields for the location(s) to be deleted using info provided in the ticket:

        1. Status => change to CLIENT-Pending Delete (this is required even if a same day delete because it triggers the location to display in the NetSuite Locations to Delete dashboard)

        2. Date Termination Request Received

        3. Estimated Termination Date

        4. Termination Outcome => enter on location record - field not yet editable on dashboard

        5. Termination Reason => enter on location record - field not yet editable on dashboard

        6. Termination Details

        7. Zendesk URL

      4. To mass update multiple locations simultaneously, enter all fields for a single location, click and hold in one of the fields for the first location, click anywhere in the rows of each location, click Enter

Digital Advertising

Entrance Criteria

  1. Record of deletion displays in NetSuite 360 Dashboard.

Do Work

  1. Review DA campaign budgets/balances. If debit amount over Working/Invoice Budget amount, pause Paid campaigns and notify CSM.

  2. If a credit balance exists, plan for zero balance by termination date. (Unless balance is so large we will be doing a disservice to our client).

  3. On the day of deletion, flip all paid services in the Client Center to DELETED and add the End Date.

  4. Update date for record in NetSuite 360 Dashboard.

Trigger

  1. The trigger to alert Customer Care and Client Services that all steps have been completed is to update the NetSuite 360 Dashboard.

SEO

Entrance Criteria

  1. Record of deletion displays in NetSuite 360 Dashboard.

Do Work

  1. Update date for record in NetSuite 360 Dashboard.

  2. On the next available Monday, delete the location from Localeze.

  3. If the client is being canceled due to NON-PAYMENT, wait 14 additional days before deleting out SEO work.

  4. Disable automatic AWR updates for the client project, and/or archive and remove the project.

  5. Delete domain from Webmaster Tools if -

    1. Location being deleted was using a secondary domain (aka a "Multi-Domain Client")

    2. An entire (all locations) single domain client is leaving the platform

Trigger

  1. The trigger to alert Customer Care and CES that all steps have been completed is to update the NetSuite 360 Dashboard.

Customer Care (final steps)

Entrance Criteria

  1. Ticket Due Date is at least the current date, and ticket Status is Open

Do Work - Day of Delete

Note: the following steps vary depending on the type of delete (Core, Cloud single domain, Cloud multi domain). Use the applicable Zendesk macro to generate a checklist of the steps required for the specific type of delete.

  1. Access the applicable location in the Client Center, then perform the following tasks:

    1. Click Service Detail View, then change Status of all services except PPC to Deleted

      1. Note: if "Store's call plan requires call tracking numbers to be managed by the G5 Cloud Call Tracking Service" displays on screen for a CT service, skip this step because the location is using Call Pooling and End Date and Status cannot be changed

    2. If an all locations delete, click the Client link (top left corner of Work With Stores screen), then change the Status to Deleted

    3. Add necessary redirects, if needed, then archive internal pages

    4. Edit the Domain, if needed

    5. Disable integrations, if needed

  2. Deactivate and return Call Tracking numbers in Marchex (unless location using Call Pooling)

  3. Remove the CT#'s from the CPNS (unless location using Call Pooling) by using the following steps:

    1. Access the CPNS, then access the CT#

    2. Click the Manual tab

    3. Click the red cog icon at the left of the row for the CT#, then click the Edit button

    4. Click the Delete Default Number and Delete Mobile Number buttons (may need to do separately)

  4. Disassociate the location in Rep Manager using the following steps:

    1. Within the Rep Manager navigation bar at top, click Admin, then click Locations

    2. In the Filters section at right, select client in Organization dropdown menu, then click the Filter button

    3. Within the Locations list, click the View link for the applicable location

    4. Click the Disassociate button, not the Delete Location button

  5. Delete domains; disable and delete CloudFront instance in Provisioner

    1. Note: re-establishing DNS involves editing the CNAME record in DNSimple if re-activating after deleting

  6. Access the Cloud CMS Locations screen and perform the following steps:

    1. Note the color of the Copy Production to Staging icon

      1. If the icon is green (indicating staging links have not been created), no action required

      2. If the icon is grey (indicating that staging links have been created), submit a ticket to Tech Customer Care (rather than escalating or changing the form type) to remove the links (Heroku access required)

  7. Set Client Hub Location Status to Deleted

    1. Note: Cloud integration will be disabled by this, but needs to be visually verified

  8. Redirect Single-Domain location to Corporate

  9. Access NetSuite, then perform the following tasks:

    1. Update Rep Manager product status using the following steps:

      1. Access the client record, then click Products and Locations, then click Reputation Manager

      2. In the View field, select Pro Services RM View, then click the Edit button for the client record

      3. In the RM Setup section, select Deleted from the SETUP STATUS field, and enter the delete date in the END DATE field

      4. Click the Save button

    2. Complete the Locations to Delete dashboard using the following steps:

      1. Access the NetSuite Locations to Delete dashboard

      2. Click + FILTERS (displays under the blue Return to Criteria button)

      3. In the CLIENT field, enter the client name then press Enter

      4. In the Support Termination Tasks Completed field, enter today's date for the deleted location(s); there is no need to change Status to Deleted as it is automatically updated the other fields on the dashboard are entered

  10. QA that site is disabled or redirected

    1. If Multi-Domain, the domain can be re-pointed at any time by the owner with their Registrar

    2. Single-Domain locations are redirected by the CMS in Cloud

    3. Location should not appear in Corp location searches and relevant area pages, if so, Publish Corp

      1. Note: also check to ensure the location(s) being deleted is not the last location in the State. If so, check for any existing blank area pages and re-direct them back to the communities page

  11. If an all location delete, deactivate client Zendesk accounts using the following steps:

    1. Access the user account

    2. Click the dropdown arrow at right, and click Suspend access

  12. Solve the ticket

Process Variations

To Change the Delete Date

  1. Client Center

    1. Navigate to the Client Record

    2. Under the Services tab, select Service Overview

    3. Find the Store name to be deleted and click on Details in the last column

    4. Under the Status Column, right-click on the highlighted service status

    5. Click Edit Status

    6. Update the End Date - (new date the location will be deleted)

    7. Check the Store Status in the main heading of the store and make sure it says: Store Status PEND-DEL

  2. 360

    1. Navigate to the Client Record

    2. Click on Products and Locations; then Locations

    3. Find the location to be deleted and click on the Location Name and Edit

    4. Update the Date Termination Request Received; Estimated Termination Date; Termination Reason and any Termination Details

    5. Click Save

  3. Customer Care Ticket (In Zendesk)

    1. Navigate to the initial delete request Customer Care Ticket

    2. Use the Search bar in Zendesk and search Client Name + “Delete” OR

    3. Search for the ticket in the Deletes and Transfer view

    4. CC Contracts and Accounting

    5. Add a comment with the new End/Delete date

      1. If you are the Requester, you can change the Due Date in the Ticket Form as well

Note: If deleting locations under the same client but with different delete dates, be sure to update all tickets for each delete date requested.

Back-date: if the new Requested Termination Date is in the past, notify Accounts.Receivable@getg5.com, the Digital Advertising Analyst and the Digital Advertising Manager ASAP.

 

To Cancel a Delete Request

  1. Client Center

    1. Navigate to the Client Record

    2. Under the Services tab, select Service Overview

    3. Find the Store name to be deleted and click on Details in the last column

    4. Under the Status Column, right-click on the highlighted service status

    5. Click Edit Status

    6. Delete the End Date

    7. Set the Status to ACTIVE; if the previous status was PEND-DEL FREE TRIAL, make sure to match it (i.e. the appropriate status to select would be ACTIVE FREE TRIAL)

    8. Click Save Changes and continue editing services until complete all have been updated to ACTIVE or equivalent

    9. Check the Store Status in the main heading of the store and make sure it says: Store Status ACTIVE

    10. If for some reason you were not able to set all services to ACTIVE (if you receive an error that does not make sense, move on) but you need the store to be active, click Edit Store in the store heading and set Status to ACTIVE

  2. 360

    1. Navigate to the Client Record

    2. Click on Products and Locations; then Locations

    3. Find the location to be deleted and click on the Location Name and Edit

    4. Remove the Date Termination Request Received; Estimated Termination Date; Termination Reason and any Termination Details

    5. Click Save

  3. Customer Care Ticket (in Zendesk)

    1. Navigate to the initial delete Ticket

      1. Use the Search bar in Zendesk and search Client Name + “Delete” OR

      2. Search for the ticket in the Deletes and Transfer view

    2. Add a comment that the Deletion is canceled

    3. Ensure Customer Care Specialist responds

Note: If delete locations under the same client but with different delete dates, be sure to add a comment to all separate tickets for each delete requested.

 

To Re-Activate a Deleted Location

  1. Reopen the delete ticket in Zendesk if within 4 days of completion; otherwise, create a follow-up

    1. The ticket must include a copy of the $500 invoice to Client or authorization from Client Services Director to waive the fee (see #88882 for a statement supporting the need for the fee

    2. AR letter to the client: “Thank you for your request to have your website(s) reactivated with G5. This correspondence is an acknowledgement that the site(s) mentioned herein have been deleted and G5 has agreed to reactivate the site(s) per your request. The site(s) will be restored as soon as possible with as many service reactivations that were previously active with the site. There may be some functionality that has already been deleted and lost due to the initial delete request. The terms of the existing contract(s) at the time of the original deletion will be reinstated. Please respond to this correspondence as an acknowledgement of site(s) reactivation and associated fees including a reactivation fee, and all corresponding monthly fees. Terms and Conditions.

  2. Customer Care tasks

  3. Note: Applicability of these steps is dependent on platform and domain type

    1. Set Client Center Store to ACTIVE

      1. Restore Domain, if applicable

      2. Restore Integration, if applicable

      3. Restore Pages, if applicable

      4. Remove Redirects

    2. Set Services in Service Detail View to ACTIVE

    3. Update NetSuite Location to CLIENT—Closed Won

    4. Update NetSuite Rep Man product to ACTIVE

    5. Set Hub Location Status to ACTIVE

    6. Publish location in CMS to populate domains in Provisioner

    7. In Provisioner, create a new CloudFront instance. Provisioner will attempt to create a new CNAME record in DNSimple

    8. In DNSimple, update existing CNAME record to new CloudFront instance

    9. Reassociate Rep Man location

    10. Recover MarchEx numbers and re-establish configuration

    11. Remove Corporate redirects if applicable

    12. QA that site serves and is visible in any Corp search or area pages

    13. Solve ticket again

 

https://docs.google.com/document/d/1tBOTaEeYQEgOlEk_LuWZTNQ32G_03O1g2fQNg3aG3E8/edit?usp=sharing