Nothing is written until you complete step 7. The right-hand panel shows every record this process will change.
Step 1 of 7
Notification
Record how we were told, and by whom. This is the evidence trail for everything that follows.
Why this step is new. Today the automation stamps Deceased_Date__c with today's date, so the real date of death is never captured and refunds cannot be calculated correctly.
One match, high confidence. Name, date of birth and address all agree. No duplicate records found for this person.
Identity check
Checked
Customer Central
Told by informant
Result
Full name
Margaret Anne Wilson
Margaret Wilson
Match
Date of birth
08 Feb 1942
08 Feb 1942
Match
Address
14 Hillsborough Rd, Auckland
14 Hillsborough Rd
Match
NHI / Vault customer
VLT-8841-22190
—
Linked
Related records in scope
Record
Detail
Contact 003XX0000011AAA
Primary record for this process
In scope
Lead 00QXX0000022BBB
Website guest created 2019, same email — never converted
Also flag
Portal user
mwilson@xtra.co.nz · Identity licence, last login Aug 2026
Deactivate
Household account
Wilson Household · 3 members
Keep open
Gap in today's process: the Contact trigger and the Lead trigger each run their own deceased logic. Nothing links the two, so a duplicate Lead for the same person stays active and keeps receiving campaign mail.
Mixed services — today this customer stops here. Because she holds an Ambulance Membership and other services, the current automation sets Ambulance_Membership_Review_Required__c and does nothing else: no role changes, no suppression, no tasks. The work below is what an agent has to work out by hand.
Service
Asset / booking
Role
Status
Paid to
Needs
Ambulance Membership Household
AM-00128744
Primary
Active
30 Jun 2027
New primary
Telecare medical alarm
TC-4417 · installed 12 Mar 2024
Service recipient
Active
Monthly DD $38.50
Deinstall
First Aid Level 2 — course booking
CAR-7781102 · 03 Sep 2026
Attendee
Did Not Attend (DNA)
Paid
Leave as history
Shop order — first aid kit
90001188
Purchaser
Delivered
Paid
No action
Defect this step protects against. The automation excludes 'Did not attend' from the roles it overwrites, but the API value is DNA, so the exclusion never matches. On the standard path this booking's status would be overwritten to Deceased and the attendance history lost.
Household members on AM-00128744
RW
Robert Wilson Eligible
Secondary · age 86 · Contact · same household account · cover active
Recommended
SW
Sarah Wilson-Tane
Member · age 54 · Lead, not Contact · different address
Needs conversion
TW
Thomas Wilson
Secondary · age 16 · Contact · under 18
Not eligible
Outcome for this membership
Promote Robert Wilson to Primary
Margaret's role becomes Member · Asset moves to Robert's account · order billing contact repointed · cover continues to 30 Jun 2027 with no new charge.
Cancel the membership and refund the estate
Pro-rata refund of $84.50 calculated to the date of death. Remaining members lose cover — needs the executor's instruction.
Hold for review by the Membership team
Creates a review case in the AM queue with a 2 working-day SLA. Use when the executor has not decided.
Two defects this step works around. The automation takes the first Secondary it finds and gives up if that one is under 18 — here it would stop at Thomas (16) and never see Robert (86). And a Secondary with no date of birth makes the age comparison throw, which fails the whole save with no message.
Suppression is applied to every channel at once, and to both the Contact and the duplicate Lead.
Opt out of email
HasOptedOutOfEmail = true
Standard
Do not call
DoNotCall = true
Standard
Suppress post and do not mail
HasOptedOutOfPost__c + Do_Not_Mail__c = true
Missed today
Mark the duplicate Lead deceased and suppress it
Lead 00QXX0000022BBB
Missed today
Deactivate the portal user
Stops renewal reminders and portal sign-in
Missed today
Redirect mail to the estate address
Executor's address, captured in step 1
Optional
Already in the print queue
1 letter is queued for this customer — Renewal Special Campaign, due to print 24 Oct. The print batch does not suppress on the deceased flag, so completing this process will pull it from the run and log the removal.
Each item below becomes a real record with an owner, so nothing depends on the agent remembering it.
$38.50/month · last debit 01 Oct 2026 · stop before 01 Nov
Required
Refund to the estate
Telecare paid past the date of death: $23.90 · AM Household continues, no refund · total $23.90 to Finance for approval
Finance
Push the deceased flag to Vault
Known defect: the flag does not reach Vault today, so clinical records stay unmarked. Queues an explicit sync and verifies it.
Missed today
Condolence acknowledgement to the executor
Letter template LTSS00031 · posted to the estate address, not the customer's
Optional
Notify the Area Committee
Long-standing member — 17 years. Optional courtesy notification.
Optional
Ready to complete. 18 record changes, 4 follow-up records and 1 letter withdrawal. Everything is written in one transaction and recorded on a single Deceased Process record you can reverse.
What will be written
Object
Change
Count
Contact — Margaret Wilson
Record type → Deceased · Salutation → Estate of · date of death 14 Oct 2026 · inactive · all channels suppressed
1
Lead — duplicate
Deceased, suppressed, no longer campaign-eligible
1
ContactAssetRole
Telecare role → Deceased · AM role → Member · Robert's role → Primary · DNA booking untouched
Renewal Special Campaign withdrawn before the 24 Oct run
1
Deceased Process record
Full audit: informant, evidence, every decision, the agent, timestamps
1
Confirmations
I have confirmed the identity of the customer against the evidence sighted
The executor has agreed to the membership outcome above
Reversible. Marked the wrong person? Reverse deceased process on the audit record restores every field, role, asset owner and order from the stored before-image, and reopens the suppressions. Today an error has to be unpicked by hand across six objects.
Pending changes
DraftNot yet written18 records
U
Contact · record type
Customer → Deceased
U
Contact · date of death
empty → 14 Oct 2026
U
AM role · Margaret
Primary → Member
U
AM role · Robert
Secondary → Primary
U
Asset AM-00128744
Owner → Wilson (Robert)
U
Telecare role TC-4417
Active → Deceased
!
Course booking CAR-7781102
Kept as DNA — protected
+
Case · Telecare deinstall
Telecare Operations queue
+
Case · refund $23.90
Finance approval
+
Vault sync
Deceased flag, verified
!
Letter LTSS00008
Withdrawn from 24 Oct run
Every row is captured as a before-image on the Deceased Process record, which is what makes the reversal in step 7 possible.