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Canceling your Onvio subscription

To cancel your Onvio subscription, use the Services Cancellation Request form. To do this, have your firm’s
Licensee or Firm Delegate
 complete the following steps.
  1. Access the online cancellation form and enter your firm's contact information.
  2. In the
    Account Number
     field, enter your firm ID. To find your firm ID, sign in to onvio.us and select
    Setup
    Firm
    .
  3. From the
    Brand
     dropdown list, select
    Onvio
    .
    brandfield
  4. From the
    Product(s) to be Cancelled
     dropdown list, select all products that you want to cancel.
    productcancelfield
  5. In the
    Requested Cancellation Date
     field, enter or select your cancellation date.
  6. In the
    Reason for Cancellation
     field, provide any information on why you have decided to cancel. Its important to include a statement verifying that you've backed up any necessary data and that Thomson Reuters has your permission to delete your data 90 days after the cancellation date.
    You can export your data from Onvio to a Microsoft Excel spreadsheet or to other formats.
  7. Select the
    Submit
     button to send your cancellation request. Upon submitting the request, you will receive an automatic email verifying that your form has been submitted. After 24 to 48 business hours, you will receive a separate confirmation email from our Customer Support team confirming that we've received it.
Internal use only
For all cancellations:
  1. Make sure the auto-renewal is not processed for firms wanting to cancel Onvio.
  2. If the firm is canceling the service prior to the renewal for Onvio being processed, Customer Service needs to add a note or popup message in EMS. The message should indicate that the firm is canceling the service and that the auto-renewal should not be processed. If the renewal has already been processed, there is no need to add the message.
    1. Select
      Status & Msg.
       on the left-hand panel in EMS
    2. Select
      Customer Service
       at the top of the
      Status & Message
       screen
    3. Select
      Add Message
    4. Push the expiration date for the message out at least 90 days.
    5. Under
      Severity
       select
      FYI
    6. Mark the checkbox for
      CS, Support, Sales, and F&A
       to insure that those departments can see the message.
    7. Enter your message in the
      Message
       section. Placing it in all caps or putting asterisks in front of it helps to make it more noticeable.
    8. Select
      Save
      .
  3. Send this article to the customer and have them fill out the cancellation form.
  4. When received, verify that the Licensee or Firm Delegate completed the form and that they've verified their data is backed up.
  5. Send the cancellation form via email to Customer Support TRTA inbox and Retention. If a refund is required, say that in the email and ask Retention for approval of the refund. DO NOT promise a refund without getting approval first.
  6. Once a refund is approved, submit a yellow sheet for the refund (unless Retention directs you otherwise).
If this is a new sale, talk to the Sales Rep to see if they’ll grant an early cancellation and to give them a chance to save the sale.

This article applies to:

  • PRODUCT: Onvio
  • Audiences: Staff