CS Update: LuxPlus Renewal Cancellations – Important Process Update

Following the update below, we've identified a potential issue with cancelling LuxPlus+ renewals through Admin Portal. Our Tech team is currently investigating the matter, and we’ll provide an update as soon as possible.

In the meantime, please cancel renewals by spoofing the customer and processing the cancellation directly from their LuxPlus+ page.

If you have any questions or encounter any issues, please escalate.

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Hi Team,

Please note the following new update regarding LuxPlus renewal cancellations:

If a customer is also a Societe member, the ticket must now be escalated to Agent Support or a TL. This is because Societe Points earned from the LuxPlus renewal need to be manually removed as part of the cancellation process as Societe members earn points for that renewal. 

Action required:

• You can proceed with the cancellation if it is within 14 days of the renewal date. Please inform the customer that, as a result of the cancellation and refund, the Societe Points earned from the renewal will be deducted and they will see a points deduction on their account. You must then escalate the ticket through the standard escalation process, as the removal of Societe Points is not automated and must be done manually.

I have created a knowledge article with further information and steps: LuxPlus+ - Renewals

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 25th July 2025, titled "LuxPlus Renewal Cancellations – Important Process Update" sent by Kristine L (Agent Support).