[BOT-01] Cancellation request

Customers may cancel their PayJoy financing contract under certain conditions. The cancellation process depends on the reason for the request and may involve different requirements and documentation. This guide outlines the applicable scenarios and procedures to ensure a smooth and informed process for both customers and sales representatives.

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Standard Cancellation Request

Customers can request to cancel their financing during the active period, under the following circumstances:

Within the cooling-off period

• The request must be submitted before the first scheduled payment (7 days after purchase).
• A valid reason must be provided.
• The device and all included accessories (box, charger, manuals, etc.) must be returned in like-new condition.

Return due to non-payment

• The customer may request cancellation due to inability to continue the financing.
• The device and accessories must be returned in good, original condition, including the box and any included items.

• Steps to Cancel
  1. Visit the original store of purchase.
  2. Present:
     • The financed phone (in good working condition).
     • The original box.
  3. All included accessories (e.g., charger, earphones).
  4. A store representative will inspect the device and confirm if the return meets the conditions.
  5. If approved, the contract cancellation will be processed.

Suggested Response for Customer Service:

"To proceed with cancellation, please visit the store where you purchased the device within the first 5 business days. Bring the phone in good condition, its original box, and all accessories. A representative will review the items and initiate the process if all return conditions are met."

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Cancellation Due to the Death of the Account Holder

If the contract holder passes away, a direct family member or legal spouse may request cancellation.

Required Documents:

• Certified copy of the death certificate.
• Official identification of the family member or spouse.

Instructions:

• Send the documents to:  [e-mail]

Suggested Response for Customer Service:

• "We’re truly sorry for your loss and are here to assist. Please send the death certificate and a valid ID of the family member or spouse to our support email. Our team will process the request promptly."."
   

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Cancellation Due to Fraud or Unrecognized Contract

If a customer indicates that they did not authorize the contract or received notice of an unfamiliar debt, a fraud investigation must be initiated.

Steps to Follow:

1. Record a note in the system indicating the purchase is not recognized.
2. Instruct the customer to file a report with the Philippine National Police (PNP).
3. Request that the customer email the following to [e-mail]:
   • An affidavit describing the situation.
   • PNP case number.
   • Contact number.
   • Copy of a valid government-issued ID.
   • A selfie for identity verification.

Processing Time:

Allow 10 to 15 business days for the investigation.

Suggested Response for Customer Service:

"We’re sorry to hear you’re experiencing this. To investigate an unauthorized contract, please send the following to [e-mail]:

• Affidavit explaining the situation
• Case number from PNP
• Contact number
• Copy of your ID (front and back)
• A selfie for identity verification
  Once received, we’ll forward the information to our validation team, who will respond within 10 to 15 business days."

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Cancellation Due to Incarceration

A cancellation request may be submitted if the account holder is incarcerated.

Required Documents (Third Party):

• Reason for the request and a copy of the account holder’s ID.
• Ward registration showing the account holder’s name and incarceration date.
• Sworn letter with full name, contact number, signature or thumbmark, and current date.

Required Documents (Clerk or BA):

• Written report with:
• Clerk/BA full name
• Store name
• Date of device return
• Reason for return
• Copy of customer’s ID and device tag.

Steps to Follow: 

> Steps for Clerk or BA:

• Step 1. Request the required documentation and information from the 3rd party as per the business rules
• Step 2. Receive and check the device to ensure it is complete with all accessories and in good condition.
• Step 3. Assess the device's functionality and create a detailed report on its condition.
• Step 4. Prepare a written report including their full name, store name, date of device return, and reason for return.
• Step 5. Attach a copy of the customer's ID and the device tag.
• Step 6. Contact PayJoy Customer Support for further instructions regarding the return process
   

> Steps for Payjoy Customer Support

• Step 1. Check Information received as per the business rules and request for any outstanding information.
• Step 2. Provide guidance on packaging and shipping the device to the PH PayJoy headquarters.
• Step 3. Assess the device once received and request for more information if required.
• Step 4. Send a notification to the 3rd party or customer via email or SMS once the phone finance is closed.

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Can I cancel my contract at any time?

Cancellations are only accepted under specific conditions. Customers should contact the original store or PayJoy Support depending on the case.

To initiate a device return, what specific information is required?

• Full name
• Phone number
• Email address
• Device ID
• Clear photos of the device (to confirm it’s in good condition)
• Return the phone with its original box and charger
   

What happens if my device doesn’t meet return conditions?

If the phone is damaged or accessories are missing, the cancellation may be denied or extra charges may apply.

How long does the cancellation process take?

Refunds are processed within 48 hours of device return confirmation. Funds are typically received within 3 to 5 working days.

Are previous payments refundable?

No. Any amounts paid, including the initial deposit, are non-refundable.

How can I check my cancellation status?

Email [e-mail] for an update on your case.

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• The cancellation process depends on the specific reason and must follow the proper channel.
• Required documents must be complete and valid for review.
• PayJoy applies strict validation protocols to protect all parties.
• Refunds are not guaranteed and depend on return conditions and eligibility.