Purpose
This article explains how coaching contract expirations are handled today. It clarifies the client experience, the operational process, and how Business Operations manages expired and forfeited contracts.
The goal is to ensure teams understand what happens when contracts expire, when clients return after expiration, and how requests to reinstate sessions are handled.
Previous Approach
In the past, coaching contracts were often handled with more flexibility after expiration.
Key behaviors under the previous process included:
When a coaching contract reached the expiration date, the contract was not immediately treated as forfeited.
If a client returned after the contract had expired, the contract could be reactivated.
The client could continue using any remaining sessions under the original contract.
When a client was reassigned to a different coach, the expiration date was sometimes adjusted to give the client additional time to complete sessions.
Current Approach
The process has now changed to create consistency in the client experience and operational handling.
Current rules include:
Expired coaching contracts are not reactivated.
Once the contract reaches the expiration date and moves into forfeited status, the funds attached to that contract are forfeited.
Expiration dates are no longer adjusted when clients are reassigned to a different coach.
Active Coaching Scenarios
If a client is actively coaching when the expiration date arrives, the coaching experience continues without interruption.
If sessions are actively being completed when the expiration date arrives, the client can finish the remaining sessions.
If the client is transferred from one coach to another while actively coaching, the client can continue coaching with the new coach even if the expiration date arrives during that period.
This ensures the client can complete the coaching journey that is already in progress.
Expired and Forfeited Contracts
When a contract has expired and moved into forfeited status, the contract itself is not reactivated.
However, there is a process available if a client returns and wants to restart their coaching.
A ticket can be submitted requesting to reinstate the forfeited sessions.
The request goes through an internal approval process.
The determination is based on how far out the client forfeited those sessions.
Important Clarification
If the request is approved:
A new contract may be issued so the sessions can be delivered.
The purpose is to allow the client to complete the coaching experience.
Important note:
The sessions delivered under this process are not tied to refundable funds.
The sessions are issued to complete the coaching value.
Comp Coaching Contracts Connected to Bundle Purchases
For coaching contracts that were issued as part of a bundle purchase, a separate timeline applies.
Clients have 2 years from the date the bundle was purchased to use the coaching sessions.
The expiration date shown in Salesforce is tied to when the coaching contract was activated.
Fulfillment Pacing
Once a coaching contract is activated, the system assumes a typical fulfillment pace.
The standard pacing is approximately 2 coaching sessions per month.
Based on this pacing, the system expiration date generally allows approximately 3 months to complete the contract.
After the 2 Year Bundle Window
Once the 2 year window from the bundle purchase date has passed:
The contract moves into forfeited status.
If sessions are approved to be delivered after that point:
A new contract will be issued.
The sessions will not carry refundable funds.
This structure ensures consistency in contract management while still allowing a clear path for clients to complete their coaching experience when appropriate.
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