To Downgrade a dealer from a paid MTSA subscription to Starter:

1. CSL - Locate the Pro/Pro+ subscription on the Clarivoy Properties board.
2. CSL - Follow all normal Cancellation processes for MTSA Pro/Pro+.
   1. The Final Dashboard Access email is not sent to Downgrades, as we do not want to ask the dealer to deactivate the CRM login.  Instead, the dealer will get a special “Welcome” email for Starter explaining the downgrade transition process.
3. CSL - You must wait until the Final Reporting Date has been filled in on the Clarivoy Properties Board, then set "Update Subscription" status column to one of the following:
   ˆ◦ Downgrade to Starter: 1 Source
   ˆ◦ Downgrade to Basic: 2 Sources
   ˆ◦ Downgrade to Basic: 3 Sources
   ˆ◦ Downgrade to Basic: 4 Sources
   1. 🚨 Setting the "Update Subscription" column will trigger Monday automations - See Step 6
      below for full details.
   2. 🚨 After the downgrade automations complete, the “Update Subscription” column will clear.  The “Upgrade Subscription” column will not remain in “Downgrade to….” status.  The reason for this is: During a subscription's lifecycle with us, we may need to make multiple different updates.  For example, after signing up for MTSA Pro+, a dealer may want to “Add TVA” at one point, and then later “Downgrade…”.
4. CSL - Find out the Source(s) the dealer wants for Source Reports.  Go to the Sales Pipeline board - Starter Source Needs Populated view - and find the new item.  Set the column for “Free Source”.
5. CSL - Stop. You are done at this point. CS Specialist and Ops Team take over Onboarding for Source Reports.
6. Automated - Setting the "Update Subscription" column will trigger 🚨 Monday automations that will:
   1. 🚨 Email a confirmation to the CSL, including:
      1. Steps the CSL needs to take [Set source column(s) on the new Sales Pipeline item)
      2. What to Expect after that
   2. 🚨 Email a confirmation to the Controller for billing purposes
   3. 🚨 Set the Pro/Pro+ property item's "Do Not Deactivate?" status to "Downgraded to XXXXXXX", with XXXXXXXX being the subscription level you chose to downgrade them to.
      This will prevent the user account from being deactivated as part of the Pro/Pro+ Cancellation. SA Visible will be set to FALSE on the Final Reporting Date (45 days after Final Day of Reporting), which will turn off visibility for the Sales Attribution section in the DMUI for the property.
      1. 🚨 Setting the Pro/Pro+ property item's "Do Not Deactivate?" status to "Downgraded to XXXXXXX" triggers an automation that creates an item on the Property Active Dates board to clear the Property Active End Date for SA in the claripedia.property_active_dates table.
         Here's why this is important: Sales processing is based on SA active dates in the claripedia.property_active_dates table. If the SA End Date were to get set, then any sales we received after the SA End Date (sales for their Starter subscription) would get filtered out with reason="Property Not Active For This Date" and we would end up with no sales to process for their Starter subscription.
   4. 🚨 Create a new item on the Sales Pipeline board with relevant information filled in - except for the new First/Free Source.  CSL must set this manually.
      

      NOTE: If the Final Day of Reporting was not set prior to setting the "Update Subscription" column, the above automations will not run and CSL will be notified via email that they must set the Final Day of Reporting before triggering the "Update Subscription".

       
   5. 🚨 After the downgrade automations complete, the “Update Subscription” column will clear.  The “Upgrade Subscription” column will not remain in “Downgrade to….” status.  The reason for this is: During a subscription's lifecycle with us, we may need to make multiple different updates.  For example, after signing up for MTSA Pro+, a dealer may want to “Add TVA” at one point, and then later “Downgrade…”.
7. 🚨 Automations on the Sales Pipeline board will set:
   1. Referral Source = “Downgraded from MTSA [Pro or Pro+ depending on current subscription]”
   2. Status = “Downgraded from Pro/Pro+ - Waiting on Start Date” 
      1. When the item is created with Status = Downgraded from Pro/Pro+ - Waiting on Start Date, automations will set: 
         1. Start Date = 1 day after the Pro/Pro+ Final Day of Reporting *Contract Signed Date = the current date
         2. Date Won = the current date
         3. clear the Status, then set the Status back to “Downgraded from Pro/Pro+ - Waiting on Start Date”
            1. 🚦 Setting the Status back to “Downgraded from Pro/Pro+ - Waiting on Start Date” triggers a Make scenario that checks to see if the Start Date+20 days has passed.  If it has, the Status will be set to “Send Source Reports Welcome Email”.
8. Automated - Wait Until Downgrade Start Date + 20 days - The item will stay in Status=“Downgraded from Pro/Pro+ - Waiting on Start Date” until 20 days after the downgrade Start Date has arrived.  This is to prevent any confusion for the dealer regarding their ending paid MTSA subscription.  (This will be at the end of their last month of data processing for the paid subscription)
   1. 🚨 If the Start Date+20 days has not passed, Monday automations will wait until 20 days after the Start Date.  Then 20 days after the Start Date, automations will change the status from “Downgraded from Pro/Pro+ - Waiting on Start Date” to “Send Source Reports Welcome Email”.
9. Automated - Send Downgrade Email - When the status changes to to “Send Source Reports Welcome Email”, a Make scenario will send a special Downgrade welcome email:
   
   Dealer must confirm their interest in the Downgrade by clicking the red button.  See Source Reports Welcome Email Process.
   1. If signup is for a group: 
      1. Send 1 welcome email per contact and set the rest of the Sales Pipeline items to status="Waiting on Dealer to Confirm Interest".
      2. When the dealer confirms interest in 1 store, you must set the rest of them to status="Dealer Confirmed Interest" manually.
   2. 🚨 If dealer does not confirm interest in ~30 days, their Sales Pipeline item will move to Signed But Never Started.
10. Ops Team - Follow all normal Onboarding processes for Source Reports, starting with Source Reports Welcome Email Process, with the following exceptions:
    1. Rocketlane Project for Downgrades: 
       1. Customer Placeholder - A project is still created but the Customer will not be invited to it.  All actions are to be completed by Ops.
          1. 🚀 See RL account-level automation: “Project Created - Inviting Customers to the project automatically”
       2. Phase 1: Approve Tag & Tag Live - These tasks are not created for downgrades.
       3. Phase 1: Discovery Survey - A special Downgrade Discovery Survey will be required.  Ops Team needs to check the dealer's previous tasks on the SA+TVA Ops Monthly Tasks board to determine the CRM and method.
    2. Data Collection for Downgrades:
       1. SCRAPER - If we have a CRM login for the dealer and the dealer is on DealerSocket, DriveCentric, Elead or VinSolutions only, we will set them up on the scraper for Source Reports data collection. They will not be setup on the Scraper until their last month of processing for Pro/Pro+ has ended and their first month of Source Reports processing starts.
       2. COLLECT - If the dealer currently provides a Collect CRM Leads file OR is on a CRM other than DealerSocket, DriveCentric, Elead or VinSolutions, they will have to submit Collect data for Source Reports.  
          1. 🚀 The RL Upload task gets marked Completed by RL automations.
          2. 🚨 Dealer will receive Collect instructions from the Monday Source Reports Properties board automations.
       3. If the dealer is on a non-Wall-E CRM and we had a login before:
          📧 You will need to send a side email to the dealer explaining that we cannot automatically pull their Leads & Sales from their CRM using the login anymore.  They will need to upload them. Send links to:
          https://clarivoy.helpjuice.com/leads-data/leads-data-for-source-report
          https://clarivoy.helpjuice.com/sales-reports/sales-data-for-source-reports
          Explain that they will need to upload these 2 files to us every month by following the instructions in the reminder emails.
    3. DMUI Setup for Downgrades:
       These steps are part of the Onboarding task for "DMUI Setup".
       1. Setting Source Reports flag: DO NOT set Source Reports=TRUE until 15 days after their final processing month for Pro/Pro+ has ended (the Final Dashboard Access Date for Pro/Pro+)  At the same time, you should set SA Visible=FALSE. Example: If their Final Reporting Date for Pro is March 31, do not set Source Reports=TRUE until May 1. (This will prevent their last month of Pro/Pro+ data from being pushed to prod prematurely as Source Reports properties' data is "always live"). 
          This will go away if/when Engineering implements DMUI data restrictions for MTSA by Property Active Dates - TBD
       2. Turning off Pro/Pro+ Visibility: Dealer's visibility to Pro/Pro+ data will end on the Final Dashboard Access Date. 🚨 A cancellation task will be created on the Ops Task Board for "Set SA Visible=False" on the Final Dashboard Access Date. This date will be the 15th of their first month of Source Reports processing. (Dealer will have 45 days after Final Day of Reporting to view their Pro/Pro+ data as always). The only difference is we will not deactivate the Users or 3P Keys when the property is downgrading. 
          This will go away if/when Engineering implements DMUI data restrictions for MTSA by Property Active Dates - TBD
    4. First Month Communication for Downgrades: Since we are not adding the dealer contact (Customer) to the Rocketlane project, they will not be able to see the “First Month” Automatch and Client Ready communications in the Rocketlane project general chat.  Instead, downgrading dealers will receive the normal Automatch and Client Ready emails that are sent to all dealers on “subsequent months”.