Symptoms

The customer received a notification that an account was put on credit hold while this account has been cancelled or put on the administrative (not credit) hold.

Cause

As a part of cancellation process (PlaceAccountCancellationOrder method), an event "Account Put On Hold" is posted, which is required to let POA know that the account shall be disabled. The same event is used when putting an account on administrative hold, credit hold and canceling it as there is only one relative status is POA - Disabled, this event has corresponding PEMGATE method attached. The issue with is "Account is put on Credit Hold" notification to be sent on all these events is considered to be a product bug with id #PBA-36367.

Resolution

To avoid customers confusing you may do the following changes:

  1. Create a notification template of Account Notification type, with the content you expect to be sent in cases the customer account is cancelled or put on the administrative hold (so, in cases the account is disabled), make sure the template is active, visible to the resellers

  2. Set this template to be used in the event handler:

    Home> System> Settings> Events> Event Handler
MESSAGE         AccountNotificationNoExc
Signature
change Account Put on Credit Hold to the newly created template name

    However here is an issue - for the accounts which are put on credit hold the same notification will also be sent. In addition to this one, when putting account on credit hold, a notification set in the common notification settings will be sent:

    Home> System> Settings> Notifications> Common Notification Settings
Credit Hold Notification Template

    You may describe the issue that the account is disabled in the notification for AccountNotificationNoExc and leave information about financial questions in the notification for credit hold, so that the information is not duplicated in these notifications.

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