| Scenario | Trigger | Owner | Zap | Agent Can Rejoin? |
|---|---|---|---|---|
| 1. Self-Cancel | Agent cancels their own subscription in Kajabi | Automated (Donna monitors) | Zap 4 | Yes — at current Regular Rate. Founders Rate forfeited. |
| 2. Failed Payment | Payment retry window exhausted; TA Cancelled - Failed Payment tag applied |
Automated (Donna monitors) | Zap 5 | Yes — at current Regular Rate. Founders Rate forfeited. |
| 3. Termination for Cause | Melissa decision; Bati executes | Bati only | Zap 6 | No — cannot auto-rejoin. Requires manual team review. |
No 30-day notice required. No prorated refunds under any circumstances. Subscription fees are non-refundable. Commission eligibility ends on the last day of active membership. Dots account remains active after cancellation for pending payouts and tax documents. Documented in the ITA.
Agent clicks cancel inside their Kajabi account settings. Kajabi handles the cancellation natively: access continues through the end of the current billing period, then access is removed. Two automations fire at two different points in time.
- 1 Add tag:
TA Cancelled - Pending Cancellation - 2 Send email: "We've received your cancellation request" — confirms access continues through end of billing period, what access ends when, Dots account stays active, open booking guidance, credential revocation timing, rejoin link
- 1 Add tag:
TA Cancelled - 2 Remove tag:
TA Cancelled - Pending Cancellation - 3 Remove tag:
TA Active - 4 Remove tag:
TA Active (Rejoined) - 5 Remove tag:
onboard-scheduled - 6 Unsubscribe from: New Agent Signed Email Onboarding Sequence
- 7 Revoke offer: Travel Agent Monthly Hosting Fee
- 8 Revoke offer: Atlas Partners & Coaches
- 9 Send email: "Your Atlas Coast membership has ended" — confirms access removed, commission eligibility ended, Dots stays active, open booking guidance, credentials revoked, rejoin link
These tags are NOT removed so returning agents skip already-completed steps: idv-verified, academy-complete, onboarding complete, first-booking, agent-referred, dual-agency, agent-vet
TA CancelledAction: POST to JourneyFuse with
deactivation_flag: true — deactivates the agent's MyAtlas accountPattern: OAuth + Kajabi contact lookup + JF POST
- 1Confirm their cancellation status in Kajabi. Check for
TA Cancelled - Pending Cancellation(still in billing period) orTA Cancelled(access ended). - 2Refund requests: All subscription fees are non-refundable. Do not issue refunds without explicit approval from Melissa. Refer agent to the ITA at atlascoasttravel.com/ITA.
- 3Open bookings: Agents are asked to service existing clients as a professional courtesy through their access end date. If unable, they should contact [email protected]. Atlas Coast will assign the booking to a Booking Partner. Escalate any open booking situations to Bati.
- 4Rejoining: Agent can rejoin at atlascoasttravel.com/join. They will be billed at the current Regular Rate. Founders Rate cannot be reinstated.
- 5Pending commissions: Dots account remains active. Any commissions Atlas Coast had received before the termination date will pay out in the next regular cycle. Commissions not yet received by Atlas Coast will not be paid after termination. Escalate disputes to Betsy.
Kajabi automatically retries failed payments on a native retry schedule. If all retries are exhausted without a successful charge, Kajabi applies the TA Cancelled - Failed Payment tag, which triggers Zap 5 to deactivate MyAtlas. Tag and offer handling mirrors the self-cancel flow.
Kajabi's native payment retry schedule handles all retries automatically. Atlas Coast does not manually extend payment grace periods. If an agent contacts support saying their card was declined, direct them to update their billing information at atlascoasttravel.com/billing before Kajabi exhausts all retries. Once the TA Cancelled - Failed Payment tag is applied, access has already been removed.
TA Cancelled - Failed PaymentAction: POST to JourneyFuse with
deactivation_flag: true — deactivates the agent's MyAtlas accountPattern: OAuth + Kajabi contact lookup + JF POST
- 1Verify the cancellation in Kajabi. Look for the
TA Cancelled - Failed Paymenttag on the contact record. - 2If agent wants to reinstate: They must rejoin at atlascoasttravel.com/join with an updated payment method. The TA Active Rejoined automation handles reinstatement. Founders Rate cannot be reinstated.
- 3If agent disputes the charge failure: Direct them to update billing at atlascoasttravel.com/billing. Do not manually restore access without Melissa's approval.
- 4Pending commissions: Same policy as self-cancel. Escalate disputes to Betsy.
Agent has TA Cancelled or TA Cancelled - Failed Payment tag. MyAtlas deactivated via Zap 4 or 5. Completion-related tags preserved. Dots account remains active. No further action required unless agent contacts support.
The decision to terminate belongs to Melissa. Bati executes on Melissa's instruction. No other staff member initiates, executes, or communicates a termination. If you receive a complaint or observe something that might warrant termination, surface it to Bati in Missive. Do not contact the agent about termination.
Bati applies the TA Terminated tag to the agent's Kajabi contact record. Kajabi Automation #28 fires immediately and executes a full sweep.
TA Terminated- 1 Remove ALL active membership tags (TA Active, TA Active (Rejoined), onboard-scheduled, and all other tags in the sweep)
- 2 Revoke ALL offers (Travel Agent Monthly Hosting Fee, Atlas Partners & Coaches, and any other active offers)
- 3 Unsubscribe from all email sequences
- 4 The
TA Terminatedtag fires Zap 6, which deactivates and blocks the agent's MyAtlas account
Do not communicate the reason for termination in writing unless Melissa and Jeannette (outside counsel) have reviewed the language. Do not reference specific incidents, complaints, or policy violations in any agent-facing communication without that review. Bati handles all agent communication on terminations personally.
If the agent contacts support after termination, acknowledge their message and route it to Bati immediately. Do not discuss the reason, dispute the decision, or offer any next steps on behalf of the team.
TA TerminatedAction: POST to JourneyFuse — deactivates and blocks the agent's MyAtlas account. Unlike self-cancel, a terminated agent cannot auto-rejoin.
Pattern: OAuth + Kajabi contact lookup + JF POST
| Step | Action | Who |
|---|---|---|
| Before termination | Melissa documents the basis for termination decision in writing (Notion or Missive). Jeannette consulted if there is any legal risk. | Melissa |
| Execution | Bati applies TA Terminated tag in Kajabi. Records the date and context in Missive. | Bati |
| Agent communication | Bati sends a brief, factual communication to the agent. No specifics without Jeannette review. | Bati |
| Open bookings | Bati identifies any open bookings under the terminated agent. Assigns to a Booking Partner for servicing. Agent does not receive commission on post-termination bookings. | Bati |
| Commissions | Betsy confirms whether any commission payments were already in the pipeline. Earned commissions received by Atlas Coast before the termination effective date are paid in the next cycle. Nothing after. | Betsy |
| Credential revocation | IATAN and CLIA access under Atlas Coast umbrella ceases on termination effective date. No further action required — these are tied to active membership status. | Automated |
| Rejoin requests | Terminated agents cannot auto-rejoin. Any rejoin request requires manual review and explicit approval from Bati and Melissa. | Bati / Melissa |
Automation #28 is published and confirmed in place. A final verification pass with Cowork is still outstanding to confirm the complete tag sweep list and ensure no active tags are missed. Until that verification is complete, Bati should manually spot-check the agent's Kajabi contact record after Automation #28 fires to confirm all offers are revoked and all active tags are removed.
| Scenario | Policy |
|---|---|
| Agent cancels mid-period | Access continues through end of billing period. No refund for unused portion. No exceptions. |
| Agent rejoins after cancellation | Billed at current Regular Rate. Founders Rate cannot be reinstated under any circumstances. |
| Agent disputes a charge | Direct to billing at atlascoasttravel.com/billing. Escalate to Melissa for any chargeback or bank dispute — do not engage via Stripe or Kajabi without her instruction. |
| Termination for cause — refund request | No refund. Bati handles all communication. Do not discuss or negotiate refunds without Melissa and Jeannette approval. |
| Sub-$25 Dots balance at cancellation | Dots account remains active. Balance rolls forward and pays out when $25 threshold is met. Dots account is never closed by Atlas Coast. |
Subscription fees are non-refundable per the ITA. Any refund request must be escalated to Melissa before any action is taken. Do not commit to or decline a refund on behalf of the team — acknowledge the request and route it to Melissa via Missive.
| Situation | What Happens |
|---|---|
| Commission eligibility ends | On the agent's last day as an active member (end of billing period for self-cancel; effective date for termination). |
| Commissions already received by Atlas Coast before termination | Paid out in the next regular payout cycle (1st or 15th). Betsy confirms and processes. |
| Commissions in transit (supplier has not yet paid Atlas Coast) | Not paid after termination. Atlas Coast can only pay what it has received. |
| Dots account after cancellation | Remains active. Agent retains access to payout history and tax documents (1099 if applicable). Atlas Coast does not close Dots accounts. |
| Open bookings at termination | Assigned to a Booking Partner by Bati. Departed agent does not receive commission on bookings completed after their termination date. |
| Chargeback recovery after termination | If a chargeback is received after termination for a booking the agent made, Atlas Coast will seek direct repayment. Escalate to Bati/Melissa for any terminated agent chargeback. |
Direct agents to: Atlas Agent Dashboard > How Commissions Work, or to submit a specific question via [email protected]. Commission disputes route to Betsy. Do not quote specific commission amounts or make commitments about payment timing without Betsy confirming.
Tags are case-sensitive. A typo creates a new tag and breaks automation routing. Copy/paste from this page; never type from memory.
| Tag | Applied By | Applied When | Effect |
|---|---|---|---|
| TA Cancelled - Pending Cancellation | Kajabi Automation 1 | Immediately on cancellation click | Signals access is still active but cancellation is in flight. Removed when billing period ends. |
| TA Cancelled | Kajabi Automation 2 | End of billing period | Access fully revoked. Triggers Zap 4 (MyAtlas deactivation). |
| TA Cancelled - Failed Payment | Kajabi (native payment failure) | Payment retry window exhausted | Access revoked. Triggers Zap 5 (MyAtlas deactivation). |
| TA Terminated | Bati (manual) | Termination for cause decision executed | Full tag sweep + offer revocation via Automation #28. Triggers Zap 6 (MyAtlas block). Cannot auto-rejoin. |
| TA Active (Rejoined) | Kajabi TA Active Rejoined Automation | Cancelled agent purchases again | Clears all cancelled tags, restores TA Active. Triggers Zap 3 (MyAtlas reactivation). |
| Tag | Self-Cancel | Failed Payment | Termination for Cause |
|---|---|---|---|
| TA Active | Removed | Removed | Removed (sweep) |
| TA Active (Rejoined) | Removed | Removed | Removed (sweep) |
| onboard-scheduled | Removed | Removed | Removed (sweep) |
| idv-verified | Preserved | Preserved | Removed (sweep) |
| onboarding complete | Preserved | Preserved | Removed (sweep) |
| academy-complete | Preserved | Preserved | Removed (sweep) |
| first-booking | Preserved | Preserved | Removed (sweep) |
| agent-referred | Preserved | Preserved | Removed (sweep) |
| dual-agency | Preserved | Preserved | Removed (sweep) |
| agent-vet | Preserved | Preserved | Removed (sweep) |
TA Active (Rejoined)Action: POST to JourneyFuse with
reactivation_flag: true — reactivates the agent's existing MyAtlas accountPattern: OAuth + Kajabi contact lookup + JF POST
Note: Pending Tim Peterson confirmation that
reactivation_flag is the correct field name. May need update after Tim responds.TA CancelledAction: POST to JourneyFuse with
deactivation_flag: truePattern: OAuth + Kajabi contact lookup + JF POST
TA Cancelled - Failed PaymentAction: POST to JourneyFuse with
deactivation_flag: truePattern: OAuth + Kajabi contact lookup + JF POST
TA TerminatedAction: POST to JourneyFuse — deactivates and blocks the agent's MyAtlas account. Unlike Zaps 4 and 5, this blocks automatic rejoin at the JF level.
Pattern: OAuth + Kajabi contact lookup + JF POST
Bati-only: This Zap fires only when Bati applies the
TA Terminated tag.