Dial Customer Solutions Internal CS Wiki

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====== Trial is over but charges failed due to Soft Decline ======

A customer may call in to cancel their subscription after their trial has ended, but the charge for the product has declined. You will likely see **Recycle Status** under **Continuity Status** and **Soft Decline** under **Transactions**.

This means the customer has not paid for the products in their possession. They must settle the matter before you can cancel their account. They can do this by:

* Accepting [[general:making_offers|an offer]] to keep the product
  * [[howto:rma|Sending back]] the product

**Talk Track:** //I see that you signed up for a trial subscription which has now expired. This means there are pending charges for the product you already have in your possession. We will need to settle these outstanding charges before I am able to cancel your subscription.//

//Do you like the product? We are currently running a seasonal promotion and I am able to secure you a great discount.//

//No problem. If you choose not to accept these offers then you can return the product to us. Once our returns center receives the shipment, your account will be automatically cancelled and the system will not attempt to bill you.//

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