The current designated person handling cancellations for Quotit Retail accounts is Rei Kinkaid.
This article is intended for training purposes or as a reference for whoever may handle cancellations in the event that Rei is out of office (OOO).
Any individual assigned to process cancellations must be approved by the Retail Tech Team’s supervisor, Alessia La Franca (as of June 2025).
---------------------------------------------------------------------------------------------------------------------DISCLAIMER. This article assumes a certain level of proficiency with both HubSpot and Quotit Admin platforms. If you are not comfortable or proficient in using either of these tools, you should not be handling cancellations.
Please also note that HubSpot’s interface and functionality are subject to change, so keep this in mind when following the instructions.
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Starting the Process:
The cancellation process typically begins when a ticket is moved into the Cancellations Pipeline within HubSpot.
The ticket will start in the “To Process” status. This indicates that the cancellation process needs to be initiated. When you receive this ticket, navigate to the contact’s HubSpot profile—there should be a link to it in the upper right corner of the ticket.
Once there, on the right hand side, just above "Tickets" there should be a "Deals" option. You may need to expand it.
You want to find the most recent deal that has the stage "Contract Completed", and there might be multiple deals per account. The key filter is to pick the one with the latest Close Date.
What if there isn't any Deal at all?
That means it is an older account and we need to create a deal in HubSpot and tie it to the cancellation ticket.
Start by clicking the "+ add" option to the Top Right corner of "Deals" section.
Change the "Deal Stage" to "Contract Completed"
Add Pricing. > Found in Admin under Transaction History
Example: Amount Total is Monthly x 12 + set up fee (If listed)
Important Note: You MUST change the close date. If you do not, it will treat them as a new agent and send onboarding emails out and make tasks causing a lot of confusion.
"Close Date" = date account was created (Located in Admin)
"Deal Owner" - For older accounts where the original Sales Rep isn’t around anymore, the Deal Owner might be yourself.
The Sales Rep is listed on the left hand side of admin, in the upper corner with other account info.
For older accounts, if you need to list a source (found in Admin on the upper right hand side) that doesn’t match in HubSpot you can use "Refer a friend".
To finalize the Deal please click "create" at the bottom of the screen. Once you do Hubspot will bring you directly into the deal.
-Now we are in the Deal-
So, once you're inside the Deal—whether it’s a new deal you created or an existing one—you need to generate a Cancellation deal.
Here’s the process you described so far:
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Stay inside the "Contract Completed" deal.
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On the left-hand side of this deal page, scroll down.
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Look for the "Cancellation" section at the bottom.
Change "Contract Status" To "At Risk"
Change "Next Bill Date" to when that agent would be charged next.
You can confirm the date by going to Quotit Admin and looking at Transaction History.
Example: If the account was last charged on 6/1/2025, then the next bill date would be 7/1/2025.
You don’t need to change or touch anything else; the page will save your selections automatically.
Then, navigate back to the contact’s main HubSpot profile by clicking their name in the upper right corner.
The new Cancellation deal entry might take some time to appear—especially for older accounts—so you might need to refresh the page a few times. Eventually, you’ll see the new deal listed in their Deals section.
The "Stage" field should reflect "Cancellation Request". Click the name.
A task will automatically be generated—timing and ownership depend on the account age:
- Under 6 months old: Task goes to the sales rep for retention follow-up.
- Over 6 months old: Task goes to Rei, who manages cancellations.
- Rei sets a reminder task for about 25 days later to check if the account was retained.
- If Rei gets the task, he may adjust the task date to just under 30 days to allow time to cancel on schedule.
Note: If you’re not the usual cancellation handler, you can ignore these tasks or create one for yourself to follow up and make sure the process stays on track.
Next Steps:
Open the Cancellation Task?
Add a Note in HubSpot with the Quotit Admin account link. 
Then on the right hand side link the ticket.
Click "+ add"
Swap to the "Existing" tab. Copy paste the name of the Cancel ticket into there, select it from the list then save.
It is now linked. Update the ticket status from "To Process" to "Waiting on us".
At this point, you have successfully initiated the cancellation process.
Finalizing the account cancellation:
When you’re ready to complete the cancellation, open the cancellation deal in HubSpot. Then, in a new browser tab, access the corresponding admin account for that agent or agency. If you’re already logged into Admin, simply click the linked account in the Deal notes—this will take you directly to the iPro settings page. From there, select "customer main" located in the upper left.
Important: You will need the appropriate permissions to complete this step. If any required options are unavailable or appear greyed out, please contact Alessia for assistance.
First, verify that you have selected the correct account to avoid cancelling the wrong profile. Once confirmed, locate the "Disconnect" button on the upper right side of the page.
Click the "Disconnect" button to open a pop-up window. The details shown in this window may vary based on the account.
Example from recent cancellation:
In the pop-up window, select the checkbox on the far right for each user listed. The number of options will vary based on the number of sub users associated with the account. If a "Hosted Products" section appears, disregard it, as it relates to legacy services and does not affect the cancellation. Then, continue scrolling down.
Change the drop down "Action" section form "Activate" to "Deactivate"
Change "Customer Status" drop down to "Disconnected"
Set the "Email" field to "None," then submit the form. Do not adjust any other settings.
The update will process quickly. Once complete, you can close the window. Next, navigate to the "Status" section in Admin, located in the upper/middle left side of the page. Your account should now display "Pending Disconnect." If it does not, review the previous steps for accuracy.
Note: The screen shot is not accurate, as I did not click submit on that other screen. I am using the master Quotit account for pictures.
Click status. It will bring you to a new page.
Very top option.
Change "Customer Status" to "Disconnected"
Very bottom option.
Change "Confidence" to "1". Then submit.
If you encounter a warning about related accounts, simply resubmit. Should an error page appear after submission, return to the main customer page. A prominent red bar at the top will confirm the account is now disconnected.
-Account is cancelled in Quotit Admin, what are next steps?
Navigate back to the Cancellation Deal in HubSpot.
Change the stage, in the upper left, to "Contract Cancelled"
A menu will appear on the right side of the screen prompting you to select a cancellation reason. If an agent has provided a reason on the ticket, use that. If no reason is given, choose "no reason given," or select the option that most accurately reflects the agent’s explanation. Multiple reasons may be selected if applicable.
Pick "Yes" for sending the email. Save.
Now you can change the Cancellation ticket status to "Closed".
If you are assigned the task, mark it as complete once finished. If not, leave a note or comment on the task to confirm it has been handled and add any relevant details. For accounts less than six months old, be sure to notify the sales rep so they have an opportunity to attempt retention.