Account Closure/Shutdown — Storyboard Guide

Every account has a lifecycle. When a customer needs to close their account — whether by choice or circumstance — how you handle it determines whether they leave as a detractor or a future return customer. In this module, you’ll learn the complete closure process: from routing the request, to executing the checklist, to handling the sensitive scenarios that trip up even experienced agents.

By the end of this module, you’ll be able to: identify the six reasons accounts get closed or shut down. Route closure requests correctly based on fleet size and CSM status. Execute the closure checklist for PrePass and PrePass Plus/Tolls accounts. Handle sensitive scenarios — including deceased customers, bond accounts, and consolidations. And create proper documentation and refund cases in D365.

There are six reasons an account gets closed or shut down. Not every closure looks the same, and your role is different depending on the type. Let’s walk through all six. Click on each card to learn what triggers it and what it means for you as an agent.

Billing Related — Past Due: the account goes inactive because of non-payment. The customer has to resolve the balance before closure can be processed. Collection Related: the account has been escalated to collections. Special rule here — no credits for returned devices. No exceptions. Customer Request: this is the most common type you’ll handle. The customer voluntarily wants to close. We split these into controllable and uncontrollable reasons — we’ll cover that next. Credential Related: a change of credential triggers inactive status. Consolidation: the customer is moving trucks to another account. This isn’t a lost customer — the truck count stays the same. And Safety Related: a failed ISS safety check triggers closure.

Customer Request is the one you’ll handle most often — and it’s the one where your process matters most. The other types are triggered by system events or other departments. But when a customer picks up the phone and says “I want to close my account,” that’s your call to own. Let’s dig into how to route those calls.

A customer calls and says they want to close their account. Before you touch anything in CRM, you need three pieces of information. Click to reveal each one. First: what’s the cancellation reason? Second: does the account have a Customer Success Manager? And third: how many enrolled vehicles? These three data points determine everything that happens next — who handles the closure, what steps to follow, and where the case goes.

Here’s the routing decision tree. Follow the path from the top. If the account has a CSM — any fleet size — you assign the case to that CSM. If there’s no CSM, fleet size determines everything. Fleet one to twenty-four: you handle it. That’s your lane. Fleet twenty-five to ninety-nine: convert to a case and assign to Beverly Evans in the Retention group. Fleet one hundred to four ninety-nine: email Jennifer Millard. Fleet five hundred plus: email Brett Jackson. This decision tree is one of the most important things you’ll memorize. Let’s make sure you know it.

Closure reasons are split into two categories: controllable and uncontrollable. Controllable reasons are things we could potentially address — competitor, billing or invoice issues, customer service dissatisfaction, minimal bypass, and price. Uncontrollable reasons are outside our control — deceased, impacted by Hurricane Helene, medical ailment, out of business, retired, safety, selling business, truck repair, route change, consolidation, moving to company account, and switching companies. Here’s the important nuance: “uncontrollable” does not mean irreversible. A customer who went out of business might come back. A deceased closure could have been initiated by a malicious actor. The closure status matters: accounts in “Initiated” status can be reactivated by agents. “Pending Archive” requires a Team Lead. And “Archived” is permanent — gone for good.

Let’s test your routing instincts with two quick scenarios. [Pause for interaction.] Scenario one: a customer with 15 trucks, no CSM, calls to close due to price. What do you do? [Pause.] You handle it — fleet one to twenty-four with no CSM is your lane, regardless of whether the reason is controllable or uncontrollable. Scenario two: a customer with 45 trucks, no CSM, calls to close due to dissatisfaction. [Pause.] Convert to a case and assign to Beverly Evans in the Retention group. Fleet twenty-five to ninety-nine with no CSM goes to Retention — every time.

You’ve determined this is a PrePass-only account, fleet one to twenty-four, no CSM. Here’s your checklist. Step one: initiate the closure in CRM. From the main account page, click Status Details. Change the Account Status Indicator to “Initiated.” Select the closure reason in the Account Closure Reason dropdown. Then change Operation Status Reason to “Customer Requests Closure.” Click Save. One important check before you do this — look at the Billing status. If it’s inactive, the customer must pay their balance first. You cannot close an account with an outstanding balance.

Step two: delete all trucks from the account. Step three: explain billing. Tell the customer we bill one month behind — they’ll receive a final bill after the account is closed. Make sure they understand this so they’re not surprised. Step four: send device return instructions. For PrePass-only accounts, use email template CCC 13.2. Devices must be returned within 30 days.

Step five: check for collections. If the account is or was in collections and the customer is returning a Mark IV, Fusion MD, ElitePass MD or NY, or SelectPass — no credits for returned devices. No exception. This is a hard rule, so don’t let a customer talk you into making an exception. Step six: create your phone call activity in D365. Five9 Agent Assist auto-generates the call summary — it appears in the phone call Timeline tab. You review and verify it, then copy it and paste it into the Description field on the Phone Call tab.

Step seven: close with care. End the call professionally: “It was a pleasure doing business with you. If you decide to return, we will be happy to help you.” That last impression matters. You also have optional steps depending on the situation: report devices as lost or stolen if needed. Create a refund case if there’s a balance to refund. Create a trailer plate removal case if applicable. We’ll cover refund cases in detail in Section 6.

PrePass Plus and Tolls accounts follow the same basic flow as PrePass-only closures, but with additional steps. The key differences are sticker deactivation, the trailer plate report, and a critical toll service warning. Let’s walk through the full checklist. Pay attention to the steps marked with a star — those are unique to Plus and Tolls accounts.

Steps one through three are the same as PrePass. Initiate the closure in CRM — Status Details, set to Initiated, select closure reason, operation status to Customer Requests Closure, save. Step two: inform the customer. Use this language: “I initiated your account closure. The account will not be fully closed until we receive the device or devices and you pay the final bill.” This sets expectations early. Step three: delete the trucks on the account.

Here’s where Plus and Tolls diverge. Step four: deactivate any stickers on the account. This is a Plus/Tolls-only step — PrePass accounts don’t have stickers. Step five: check the Trailer Plate Report and create a case. Assign the case to the Utah Supervisor group, owner Leidy Canas, category Trailer Plate Update. In the notes, write: “Please delete any trailer plates associated to account number” and include the account number and note that the customer closed the account. Leidy handles all trailer plate add, edit, and remove cases.

Step six: explain the billing cycle — same as PrePass, we bill one month behind. Step seven is critical and unique to Plus and Tolls. You must warn the customer: toll service is still active. The customer is responsible for any toll charges until the device is deactivated. If they want tolls to stop immediately, the device must be reported “not returned” the same day. They can return the device later for a partial fee credit — but only for ElitePass and Fusion MD. This is the step that catches new agents off guard. Don’t skip it. Step eight: send device return instructions using template CCC 13.1 — note that’s a different template than PrePass-only.

Step nine: the collections rule applies here too — no credits for returned devices on collections accounts. No exception. Step ten: create a refund case. We’ll cover the full refund case process in Section 6, but know that PrePass Plus and Tolls accounts always need a refund case at closure. Step eleven: set refund expectations. Use this language: “Once your device is returned, and your final bill is paid, the refund process will begin, which can take up to 45 to 60 days to credit to your payment method.” Step twelve: thank the customer and close the call professionally.

Not every closure is routine. Some require extra care, different rules, or a completely different approach. We’re going to cover three special scenarios: deceased customer closures, bond account closures, and account consolidations. Click on each tab to learn the scenario.

A caller says they’re calling about their father’s account. He passed away last week. First, lead with empathy: “I’m so sorry to hear about your loss. Please accept our condolences.” Then follow the process. Set the CRM Closure Reason to “Deceased.” Communicate billing gently: “You may receive a final invoice, but if settling it isn’t possible, you can disregard it. We won’t take any further action.” Do not create a device adjustment to write off the device. Remove Autopay to prevent automatic charges. For toll accounts, inform the caller that pending charges will be deducted from the toll deposit. Then close the account using standard notes. The key principle: we do not pursue payment from deceased customers. No collections. No further billing. Mark as Deceased and let billing processors handle the rest.

A customer wants to close their account. You check CRM and see they have a Surety Bond. This changes things. First, check the Surety Program field in CRM. If it’s a bond account, do not create a Billing Refund case. There is nothing to refund — the customer never paid a deposit to PrePass. The bond replaced it. Advise the customer: once their devices are returned and the final bill is paid, they need to contact their bond agency to cancel the bond. That’s their responsibility, not ours. Once they cancel, we receive a notice and mark the bond inactive. The biggest mistake agents make here is telling a bond customer to call back for a deposit refund. They didn’t pay us a deposit. There’s nothing for us to refund.

A customer is switching companies but will still drive with PrePass under the new company’s account. This is a consolidation — not a lost customer. The truck count stays the same. Here are the steps: verify service on both accounts and check device compatibility. If transferring between different services — say, Plus to PrePass — both accounts must be active. Initiate closure with the reason set to “Consolidation of the Account.” Transfer the trucks to the new account. If going from PrePass Plus to PrePass, check for stickers and deactivate them. Explain the billing cycle, provide device return instructions if they’re not transferring devices, and remember — the collections rule still applies. One important handoff: if the customer wants PrePass and PrePass Plus under the same DOT, transfer them to the Account Team.

This is where new agents make the most mistakes — getting the refund case right is critical. So let’s start with the decision: does this closure need a refund case? PrePass Plus and Tolls accounts: yes, always create a refund case at closure. PrePass-only accounts: only if there’s a balance to refund. Bond accounts: no. There’s nothing to refund — redirect the customer to their bond agency. One more thing: if a customer calls asking about a refund and a case already exists, place your phone call activity in the same existing case. Don’t create a duplicate.

The refund case starts life as a standard phone call conversion in D365. Here’s the step-by-step. First, fill the Regarding field at the bottom of the phone call screen with the account info. This field is sometimes blank — it must be filled before you save. Save the phone call. Then click the dropdown “Convert To” and select “To Case.” A popup appears: “This will close this phone call and convert it to a case.” Click OK. Your new case is now created with the phone call visible in the Timeline.

Now you need to configure the case for the Billing Refunds team. Edit the title to match the naming convention: “Refund” followed by the method — CC for credit card, CK for check — then a dash, then “CSLR” and the date. For example: Refund CC dash CSLR 03/26/26. Change the Assigned Group to Billing Refunds. Set the Owner to Unassigned. Then add a task: click the plus sign at the top right of the Timeline and select Task. In the description, use the template: the account name, “Would like Requested program amount refund sent to,” the payment method and number, “Account closed” and the closure date. Select a Category from the dropdown — this is required before you can save. Click Save and Close on the task.

This is the number one rookie mistake on account closures, and we’re going to make sure you don’t make it. After adding the task, leave the case open. Do not resolve it. New agents frequently resolve the refund case out of habit because that’s what you do with standard cases — add task, mark complete, resolve, save and close. But the refund case is the exception. If the case is resolved, the Billing Refunds team will not work it. The case must stay open and active for the refund to be processed. Let me say it one more time: do not resolve the refund case.

The refund timeline is the number one source of customer callbacks, so teach it clearly. The 45 to 60 day clock does not start when the account is closed. It starts after the final bill is generated. And the final bill is generated the month following device return or deactivation. Here’s what that looks like. If an account is closed in May and devices are returned in June, the final invoice comes July first. The 45 to 60 day window starts July first. That means the earliest refund is mid-August. After the 60-day window, there’s additional processing time. Credit card and checking account refunds take 7 to 10 business days. Check refunds take 6 to 8 weeks. Reissued checks take 4 weeks. Two more rules: the refund goes to the most recently billed payment method. You cannot add a new card or account. If the billed method is invalid, the Billing Refunds Team issues a check to the account name. And do not request an expedited case unless it’s a billing error or it has exceeded the 60-day timeframe.

When handing off to a CSM or Retention, convert the phone call to a case in D365 and include detailed notes: customer name, account number, phone number, the person they spoke with, and the reason for wanting to close. For escalations — if a customer calls back saying their case hasn’t been processed — email the supervisor who owns your Team Lead. Adriana Rodriguez is the supervisor over TLs Brian Cooley and Stefani Torres. Eddy Encinas is the supervisor over TLs Galya Goodrich and Marangelie Boyer. CC the Enrollment Support Supervisor, Shawna Velasquez, or the CSM Manager — Jennifer Millard or Brett Jackson. Include the account name, account number, case number, assigned CSM, and escalation details.

Question one. A customer with 45 trucks, no CSM, calls to close their account due to price. What do you do?

Question two. A family member calls about a deceased customer’s account. Which of these should you not do?

Question three. A customer with a closed bond account calls asking for their toll deposit refund. What’s the correct response?

Question four. Put these PrePass Plus closure steps in the correct order.

Question five. A customer calls to close their fleet-12, no-CSM, PrePass-only account. Their billing status shows Inactive due to Non Payment. What must happen first?

Let’s recap. Always gather three things first: the closure reason, CSM status, and fleet size. Route by fleet size — you handle one to twenty-four with no CSM. PrePass Plus and Tolls have extra steps: stickers, trailer plates, and the toll warning. For deceased accounts: empathy first, no device adjustments, no collections. Bond accounts: nothing to refund — redirect to the bond agency. Document everything — use Agent Assist and the note template. And remember: the refund clock starts after the final bill, not when the account is closed. You now have the tools to handle any closure scenario with confidence and care. The way you close an account is the last impression a customer has of PrePass. Make it count.