1.5 Cancel Collection Agency Referral

Reference: Manage Collection Agency Referrals Process Model - Page 1 for the business process diagram associated with this activity.

Actor/Role: CSR, CC&B

Description:

•	Automated Process: Existing active referrals could be cancelled if:

•	SAs balance is changed and become zero. It might happen if the following scenarios described in different processes will take place:

•	Full or partial payment received. Refer to 4.3.1.1. Manage Payments for description and details.

Note: If any of the events above will cause the SA's balance to become zero, the system will automatically close the SA and it will be removed from the write-off process. When a WO Process no longer contains active service agreements, the system cancels the write-off process. When a WO process is cancelled, all Collection Agency Referrals are automatically cancelled.

•	Payments were not received within the waiting period allocated by the Utility Business for Collection Agencies to collect the money from customer. Refer to 4.3.2.6. Write Off Uncollectable Receivables for description and details how WO process initiates Cancellation Referral events.

•	Manual Process: Manual cancellation based on CSR/Credit and Collection Specialist's decision. This could be done at any time while Referrals are active.