Every now and then, an account in Qualified status needs to be rejected. This may be because the applicant decided no to get the cell phone: they decided that there is no need for the phone, they will request it through a different provider, they were able to get another cell phone, etc.
Whenever this happens, agents must no reject nor cancel the account. This part of the procedure will remain as it is. For these cases, agents will have to inform applicants that since the account is in Qualified status, we won't be able to cancel the account at the moment. Instead, agents will have to inform applicants to call back 48 hours later to check if the account got Enrolled. After providing this information, agents will have to leave a note in the account stating that the applicant was referred to callback in 48 hours to process the cancellation, because the account cannot be rejected in the current status.
Once the customer calls back and the account is already Enrolled, agents will have to inform that if customers still wish to discontinue the service, the De-Enrollment of the account can be done. To return the cell phone that they received, they should contact Tech Support Department to request a return label. Of course, after providing this information, agents will also have to leave a note in the account to detail the outcome of this process.