Review prepaid services before ending the business
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Review what each customer has paid for and what service remains to be provided before ending the capability that supports it. A subscription or package can contain future commitments that do not appear in tomorrow’s diary.
Use the actual agreement, payment records and service history. This guide does not determine cancellation rights, refund amounts or expiry. Ask the authorised commercial contact and appropriate adviser to resolve those questions for the customer’s circumstances.
Count the service, then review the money
Identify the unit the business promised: a session, visit, period of support or another defined service. Do not mix unlike promises in one total. A maintenance visit and ongoing telephone support may need separate decisions even if sold in one package.
Prepare a service balance with:
- The customer, agreement and actual package description.
- Evidence of payment, linked to the appropriate financial record.
- Service already delivered and the supporting history.
- Future service already booked or otherwise confirmed.
- Unused or disputed balance requiring a decision.
- The capability needed for the remaining service and who can approve its treatment.
The deposit and advance-payment review handles the money evidence. A count of unused sessions does not establish a refund value without reviewing the relevant terms and advice.
Make the categories add up without double counting
In a fictional package of twelve visits, seven are recorded as completed, two are future confirmed bookings and three are not yet booked. Those categories total twelve and are separate. The two future bookings are part of the five undelivered visits, not two extra visits on top of that balance.
Check disputed history before using the count. If the customer says one completed visit did not occur, record the disagreement and evidence needed. Do not quietly change either side’s account to produce a neat total.
Ask which people, equipment, records or external providers the remaining work needs. The part-completed work review helps compare feasible options and the decisions each requires.
Give the customer an accurate next step
Use approved wording that identifies their actual service and what is being reviewed. Avoid a blanket statement that every prepaid arrangement has ended or that another business will honour it. Any alternative needs its own authority and appropriate agreement.
Where the promise is a voucher or store credit rather than a defined service package, use the voucher evidence brief. That record follows the issuer and the actual promise instead of assuming a service balance applies.
Name the person who will deal with replies after the usual service contact leaves. Keep the agreed outcome and any remaining action connected to the customer record.
Tell UK Auction Group which resources remain committed while the review proceeds. Confirm their release only when the actual customer and operating decisions support it, rather than when the package disappears from the booking screen.
Sources
This guide is general information and education only. Legal, tax, employment and safety decisions may need a qualified adviser who knows your situation. Read the disclaimer.