Customer deactivation requests are reviewed by the Cookaborough Admin Team and may be approved or rejected depending on the information provided.

When Should You Request a Deactivation?

You should only request a deactivation if:

• The customer has passed away
• The customer has moved into a care facility
• The customer has requested their account and data be removed

If you are unsure whether a deactivation is appropriate, contact the Admin Team first.

Step-by-Step Instructions

Step 1: Open the Customers Page

1. Log in to Cookaborough
2. From the left-hand menu, click Customers

Step 2: Open the Customer Profile

1. Find the customer in your customer list
2. Click the customer’s name to open their profile page

Step 3: Open the Actions Menu

1. In the top-right corner of the customer profile, click Actions
2. Select Request to deactivate from the dropdown menu

Completing the Deactivation Request

A popup window called Account Deactivation Request will appear.

Step 4: Select a Reason for Deactivation

From the dropdown menu, choose the reason that best matches the situation.

Examples:

• Customer is deceased
• Customer moved into care
• Customer requested account removal

Choose the option that most accurately explains why the account should be deactivated.

Step 5: Add Notes

In the Additional notes field, provide clear details about the request.

This information helps the Admin Team review and process the request correctly.

Good examples:

• “Customer’s daughter called to let us know the customer has passed away.”
• “Customer has moved into permanent aged care and no longer requires meals.”
• “Customer requested account and data removal via phone call.”

Try to include:

• Who provided the information
• When you were informed
• Any important context

Detailed notes help avoid delays or rejected requests.

Step 6: Submit the Request

Once everything is complete:

1. Click Request deactivation
2. A confirmation message will appear
3. Click Got it to close the popup

What Happens Next?

• The Admin Team will review your request
• Requests are usually reviewed within 2 business days
• The request may be:
• • Approved, or
  • Rejected if more information is needed

After Approval

Once approved:

• The customer account will show as Deactivated
• Deactivated customers remain visible in your customer list for 30 days before automatically archiving

If the customer requested a data wipe:

• Their account will become anonymous
• Personal details such as name, email, and phone number will no longer appear

Important Reminders

• Do not promise customers immediate deactivation
• Only request deactivations for approved reasons
• Always provide detailed notes
• Be respectful and professional in sensitive situations
• Contact the Admin Team if you are unsure how to proceed