Renewal decisions
Record the outcome, the reason and the evidence behind a renewal decision. Preparation saves a draft; a person’s approval records the decision.
Prepare a decision
Open the account and review its Recorded evidence and current renewal terms. In Prepare a renewal decision, choose an Outcome:
- Renewed — the customer accepted the renewal.
- Churned — the customer will not renew.
- Deferred — the decision is deferred.
Enter Decision reason and Decision evidence reference, then select Prepare decision. Use a reference your team can check, such as the signed order or the customer’s confirmed response. Buoy retains the reference; it does not copy the external document.
Owners, admins and members can prepare a decision. A scoped agent can prepare one too. Preparation alone changes no renewal outcome.
Approve the decision
An owner or admin reviews the proposal in Proposals awaiting review and approval history. Check the outcome, reason, evidence reference and retained snapshot in Proposal audit, then select Approve renewal decision.
The approved record appears under Renewal decisions, with the outcome, reason, evidence, renewal date, person who recorded it and date of recording. Repeating approval of the same proposal preserves the original approval and does not duplicate the decision.
Keep the original terms
A decision stays attached to the renewal date and source snapshot it approved. Refreshing an account’s terms later does not rewrite earlier decisions. Recording an outcome does not automatically advance the account’s renewal date; use Refresh account sources when you have confirmed new terms.
Pending proposals are bound to the account revision. A source refresh, another approval or task completion changes it. If Buoy marks a proposal stale, review the current account and prepare a new proposal before approval.
For follow-up actions before a decision is ready, use a playbook.