Once you have built a cancellation approval profile, it needs to be attached to the customers it applies to. You can do this in one of two places.
Apply a profile to a whole customer type
To apply a profile to all customers of a particular type:
Click Settings, then click Service User.
Click Bill Payer, then click Types.
Select the relevant bill payer type.
Choose the profile from the Cancellation Approval Profile dropdown.
Apply a profile to one specific customer
To apply a profile to a single customer:
Click Service Users, then click Bill Payer.
Click Find, then locate the relevant bill payer.
Select the Invoice tab.
Choose the profile from the Cancellation Approval Profile dropdown.
Which setting takes priority?
If a customer has a profile set on their individual record, that always takes priority over whatever is set on their customer type. If nothing is set at either level, cancellations for that customer carry on as normal, with no approval step.
đNote: You can change or remove a profile from a customer at any time. This only affects new cancellations going forward, cancellations that already have a request in progress keep using the profile that applied when the request was made.