Deceased Process

Date of death, if we know it

Often nobody can tell us, and the death index update does not carry it either. Leave it empty and the process still runs — refunds are then worked out from the date we were told.

Date we were told *

Who told us *

Their relationship to Margaret

Phone

Evidence sighted

Notes

Why this step exists

The trigger stamps Deceased_Date__c with today's date whether or not anyone told us when she died, so a real date is indistinguishable from an assumed one. Recording the date separately from the date we were told keeps that difference visible, and nothing today captures who told us or what we saw.

Matched automatically — check it before you go on

We searched on the name, date of birth and address given by the executor, then followed her email and household to find the lead and the portal sign-in. One customer matched, on all three details. If this is the wrong person, search by hand instead.

Identity check
Checked	Customer Central	Told to us	Result
Full name	Margaret Anne Wilson	Margaret Wilson	Agrees
Date of birth	8 February 1942	8 February 1942	Agrees
Address	14 Hillsborough Road	14 Hillsborough Road	Agrees
Vault customer	VLT-8841-22190	—	Linked

Records this process will cover
Record	What it is	Action
Contact003XX0000011AAA	Her main record	Included
Lead00QXX0000022BBB	Website guest from 2019, found by matching email, never converted	Flag too
Portal sign-in	mwilson@xtra.co.nz, last used August 2026	Close
Household account	Wilson household, three members	Stays open

Why this step exists

Contacts and Leads each run their own copy of the deceased logic and neither knows about the other, so a duplicate Lead stays active and keeps receiving campaign mail.

Today this customer stops here

She holds an Ambulance Membership and other services, so the trigger sets the review flag and does nothing else — it never looks at the donation or the unpaid transport account at all — no role changes, no suppression, no hand-offs. Everything below is work an agent currently has to find on their own.

Service	Role	Status	Paid to	What it needs
Ambulance Membership, householdAM-00128744	Primary	Active	30 June 2027	A new primary
Telecare medical alarmTC-4417, installed March 2024	Service recipient	Active	$38.50 monthly	Collection
Regular giving, donorDN-33120, $25 monthly since 2016	Donor	Active	$25 monthly	Stop the gift
Ambulance transport accountEPRF-2026-55180, 2 August 2026	Patient	$412.60 unpaid	Overdue	Waive or bill the estate
First Aid Level 2CAR-7781102, 3 September 2026	Attendee	Did not attend	Paid	Leave as history
Shop order, first aid kit90001188	Purchaser	Delivered	Paid	Nothing

What this step protects

The trigger means to leave non-attendance alone, but it excludes the words Did not attend while the stored value is DNA. The exclusion never matches, so on the standard path this booking is overwritten to Deceased and the attendance record is lost.

Household members on AM-00128744

Robert Wilson

Secondary, 86. Same household account, cover active.

Can hold it

Sarah Wilson-Tane

Member, 54. Still a Lead, and at a different address.

Convert first

Thomas Wilson

Secondary, 16. Under age.

Too young

What happens to the membership

Promote Robert Wilson Recommended Margaret becomes a member, the asset moves to Robert's household and the order bills to him. Cover runs to 30 June 2027 with no new charge. Cancel it and refund the estate $84.50 back, worked out to the date of death. Robert and Thomas lose their cover, so the executor needs to agree. Hold it for the membership team Opens a review with a two working day turnaround. Use this when the executor has not decided.

What this step protects

The trigger takes the first secondary member it happens to find and gives up if that person is under 18 — here it would stop at Thomas and never reach Robert. And when a member has no date of birth, the age check throws and the whole save fails without a message.

Everything here applies to both her contact record and the duplicate lead, so nothing keeps sending.

Stop emailMarks her as opted out of emailAlready happens Stop phone callsSets do not callAlready happens Stop postSets opted out of post and do not mailMissed today Mark the duplicate lead as wellOtherwise campaign mail keeps going to the 2019 website recordMissed today Close her portal sign-inStops renewal reminders and online accessMissed today Send her post to the estate address insteadUses the executor's address from step oneOptional

One letter is already queued

A renewal campaign letter is due to print on 24 October. The print run does not check the deceased flag, so completing this process pulls the letter out and records why.

Each of these becomes a real record with an owner, so none of it depends on an agent remembering.

No membership refund here

A membership is only refunded when it was renewed within a month of the death. Margaret renewed in June, four months before, so nothing is owed — and in this case Robert is taking the cover on anyway.

Book the alarm collectionCase to Telecare operations, reason Telecare_Deinstall_Deceased, collect TC-4417 from Hillsborough RoadNeeded Stop the Telecare direct debit$38.50 a month, last taken 1 October. Must stop before 1 November.Needed Stop the monthly donation$25 a month since 2016. Fundraising is told so the estate is not approached again.Needed Refund the estate $23.90 of TelecarePaid past the date of death.Finance approves

The unpaid transport account

$412.60 for the ambulance transport on 2 August 2026, still unpaid.

Waive it Usual outcome Written off and closed. The estate is not contacted about it. Send it to the estate Invoice reissued to the executor. Use only where the executor has asked for it, or the estate is being settled formally.

Send the deceased flag to VaultOnly individual memberships sync today. Margaret's is a household membership, so nothing reaches Vault and her clinical record stays unmarked. This queues it anyway and checks it landed.Will not sync today Acknowledge the executorCondolence letter to the estate address, not to MargaretOptional Tell the area committeeA member of seventeen yearsOptional

Ready to write

Twenty-one record changes, six hand-offs and one letter withdrawal, written together. If any part fails, none of it is saved.

What will change
Record	Change	Count
Margaret's contact	Becomes a deceased record, addressed to the estate, died 14 October 2026, inactive, every channel stopped	1
Duplicate lead	Marked deceased and suppressed, no longer eligible for campaigns	1
Service roles	Alarm closed, Margaret becomes a member, Robert becomes primary. Her course attendance is left alone.	3
Membership AM-00128744	Moves to Robert's household	1
Order 90001122	Bills to Robert	1
Portal sign-in	Closed	1
Cases	Alarm collection to Telecare operations, refund to finance	2
Letter queue	Renewal letter pulled from the 24 October run	1
Donation DN-33120	Monthly gift stopped, fundraising told	1
Transport accountEPRF-2026-55180	$412.60 waived and closed	1
Deceased process record	Who told us, what we saw, every decision, who made it and when. Archived automatically after twelve months.	1

Before you finish

I checked who this is against the evidence in step one The executor agreed to what happens to the membership

Kept for twelve months, then archived

The process record and its before-images are archived automatically twelve months after completion, in line with the retention period. Until then the reversal below stays available; afterwards the record is retained in archive and the contact keeps its deceased status.

You can undo this

If the wrong person was marked, reverse this process on the record puts back every field, role, owner and order from what was stored before, and reopens the suppressions. Today an error has to be unpicked by hand across six objects.

Margaret Anne Wilson

Notification

Why this step exists

Matched automatically — check it before you go on

Why this step exists

Today this customer stops here

What this step protects

Household members on AM-00128744

What happens to the membership

What this step protects

One letter is already queued

No membership refund here

The unpaid transport account

Ready to write

Before you finish

Kept for twelve months, then archived

You can undo this