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Rescind List Management

Overview​

The Rescind List allows Customer Support personnel to prevent specific Prospects or former Customers from enrolling or renewing service through OpsAdmin.

When an individual is placed on the Rescind List, the system will automatically identify matching enrollment attempts and apply rescind processing rules based on the configuration of the Rescind record.

The Rescind List can be used to:

  • Prevent future enrollments.
  • Prevent future renewals.
  • Restrict enrollments for a defined period of time.
  • Restrict a single enrollment attempt.
  • Maintain an audit history of rescind activity.
  • Track the reason a customer was rescinded.

Accessing the Rescind List

Navigate to:

CALL CENTER → CUSTOMER SUPPORT 2.0 → Rescind List

The Rescind List screen allows users to:

  • Create new rescind records.
  • Search for existing rescind records.
  • Modify active rescind records.
  • Review historical rescind activity.

Rescind records cannot be deleted once created.

Creating a Rescind Record

Select Add New Rescind Record and complete the applicable customer information.

Available Fields​

Field Description
Utility Company Utility associated with the customer
Commodity Gas or Electric
LDC Local Distribution Company
First Name Customer First Name
Last Name Customer Last Name
Email Address Customer Email
Service Address Customer Address
City Customer City
State Automatically populated based on Utility
Zip Code Five-digit postal code
Phone Number Ten-digit phone number
Rescind Reason One or more configured rescind reasons
Comments Internal notes

Rescind Types

The system supports two types of rescind records.

Single Rescind​

A Single Rescind prevents only the next matching enrollment.

After the first enrollment is successfully rescinded:

  • The Single Rescind option is automatically removed.
  • The rescind record is closed.
  • Historical information remains available for reporting and audit purposes.

Use this option when a customer should only be blocked from a single enrollment attempt.

Date-Based Rescind​

Date-Based Rescinds remain active during a specified date range.

Active Date From​

The date the rescind becomes active.

Active Date To​

The date the rescind expires.

If no expiration date is entered, the rescind remains active indefinitely.

Use this option when a customer should remain blocked for a defined period or permanently.

Searching the Rescind List

The Rescind List screen includes filters for:

  • First Name
  • Last Name
  • Email Address
  • Address
  • City
  • State
  • Zip Code
  • Phone Number
  • Utility Company
  • LDC

Multiple filters may be combined to narrow results.

Rescind Matching Logic

The system compares enrollment information against active Rescind List records.

Matching can be based on:

  • Utility
  • LDC
  • Commodity
  • First Name
  • Last Name
  • Address
  • City
  • State
  • Zip Code
  • Phone Number

Organizations may configure advanced matching rules through the Rescind Logic Builder.

Rescind Logic Builder

The Rescind Logic Builder allows administrators to create custom matching criteria without programming.

The builder supports:

  • AND logic
  • OR logic
  • Multiple rule groups
  • Individual and group matching conditions

This allows organizations to define exactly how enrollment records are compared against Rescind List records.

Examples:

Example 1​

Match:

  • First Name AND Last Name

Example 2​

Match:

  • Address AND Zip Code

Example 3​

Match:

  • Phone Number OR Email Address

Enrollment Processing Behavior

Quick Enrollment​

If a matching active Rescind record is found:

  • Enrollment processing is blocked.
  • A notification displays the associated Rescind Record Number.
  • Users may navigate directly to the Rescind record for review.

Web Enrollment​

If a matching active Rescind record is found:

  • The customer receives a message instructing them to contact Customer Support.
  • The enrollment request is recorded for historical purposes.
  • The enrollment is assigned a Rescinded status.

Sales Importer​

If a matching active Rescind record is found:

The system displays:

Unable to Import - Matching Rescind Record Found

Available actions include:

  • Import in Rescinded Status
  • Delete Record
  • Reprocess Record

Reprocess may be used after correcting enrollment information or updating the Rescind record.

Legacy Importer​

If a matching active Rescind record is found:

The system displays:

Unable to Import - Matching Rescind Record Found

Available actions include:

  • Import in Rescinded Status
  • Delete Record
  • Reprocess Record

Rescinded Enrollment Status

A new enrollment status called Rescinded is available.

This status identifies enrollments that were prevented due to an active Rescind List record.

Rescinded enrollments remain available for:

  • Reporting
  • Auditing
  • Historical review

Users cannot manually transition a Rescinded enrollment into another enrollment status.

Rescind Reasons

Rescind reasons are maintained through:

GLOBAL SETUP → TYPES SETUP → REASONS

Administrators can configure which reasons are available for Rescind processing.

Common examples include:

  • Customer Request
  • Fraud Prevention
  • Duplicate Enrollment
  • Compliance Issue
  • Internal Review Required

Multiple reasons may be assigned to a single Rescind record.

Security

Access to create or modify Rescind List records is controlled through the:

Edit Rescind List

security permission.

Users without this permission may be restricted from creating, updating, or managing Rescind records.

Audit History

All Rescind List activity is tracked by the system, including:

  • Record creation
  • Record modifications
  • Status changes
  • User activity
  • Date and time stamps

This information is retained for operational, compliance, and reporting purposes.