We strongly recommends that where possible, practices should always try to ARCHIVE all clients they wish to delete from their Xplan group instead of deleting. Please refer to the “Archiving” FAQ for instructions on this.

Deleting Clients

From time to time, there will be instances where client entity/entities will need to be removed or ‘deleted’ from the Xplan database for reasons such as:

• Duplicate clients created in Xplan
  

• Clients created via an incorrect entity (eg: SMSF client created as an ‘individual’ entity)
  

• A data conversion or data import has resulted in ‘unknown’ or ‘blank’ clients which need to be cleaned out of the database
  

• Test or ‘fake’ clients which are no longer required from a testing perspective
  

• Clients who no longer belong to the practice/Adviser (and have been kept on file for the required amount of time from an auditing/compliance perspective but can now be deleted)
  

• Deceased clients (that have been kept on file for the required amount of time from an auditing/compliance perspective and can now be deleted)
  

PLEASE NOTE: It is important to note that with the examples of clients ‘no longer belonging to practice/Adviser’ or ‘deceased’ that ALL details need to remain in Xplan for the required period of time from an auditing /compliance perspective. It is strongly recommended that in these scenarios, these entities are always ‘archived’ to ensure they still remain within the Xplan database, however are not necessarily viewable at all times. Please refer to the ‘Archiving’ Fact sheet for more information.

Process

All requests to delete a client/s need to be written, by an Adviser and should be directed to the Business Development Manager (BDM) or Advice Coach (AC). The AC will then engage the XTech Team for approval and implementation.

Prior to the client being deleted, it is the responsibility of the Adviser to ensure that the following is completed for all clients to be deleted:

• The word DELETE needs to be entered against the surname of the client entity to be deleted
  

• All datafeed mappings within the client entity to be deleted are REMAPPED to an alternative client entity
  

• All file notes within a client entity to be deleted are REMAPPED to an alternative client entity
  

Who Deletes the Client Entities?

Upon approval from the AC, the XTech Team will delete the client entity/entities as per instructions outlined below (pages 4-8).

CAPABILITIES

The Systems Administrator is to have the capability to soft-delete client entities only. This capability will remain with the XTech Team until further notice and cannot be administered to anyone else.

The capability required to soft delete clients is ‘Delete Client Entity’ and they should also have the ‘Access Soft Deleted Entities’ capability enabled to locate soft deleted clients.

**Entire process to be completed within 3-5 business days.

To DELETE a client entity in Xplan:

IMPORTANT: A client can only be deleted if the Adviser has completed the following:

• Entered the word DELETE in the clients surname
  

• Re-mapped ALL datafeeds to alternative entity
  

• Re-mapped ALL file notes to alternative entity
  

1. Search for client entity to be deleted via the DELETE flag in their name (as set by client prior to sending request through). Ensure that you have searched for the desired client entity by filtering by GROUP and where possible by ADVISER also. Click on relevant client entity.
   
   
   
2. Once within client entity, the first step is to confirm that there are no longer any datafeed mappings within client. To do this go to  PORTFOLIOS > ADMIN > EXTERNAL ACCOUNTS.
   
   
   
   

3. If there are no datafeed mappings viewable within the IPS External Accounts section of the client’s portfolio, then proceed to the next step. Please Note: Ensure that when deleting JOINT entities, you view both Client and Partner mappings.
   

   If there is still a mapping viewable in this area, the deletion cannot proceed. Request will need to be referred back to AC and Adviser so that Adviser can remap datafeed/s. Once remapped, request can be resent to AC and XTech Team.
   
   
   
   

4. Next, ensure that all file notes have been remapped by checking the file notes area. To do this, go to CLIENT SUMMARY >FILE NOTES.
   
   
   
   

5. View Document List section to confirm there are no notes viewable. Ensure that you view from both client and partner perspectives if viewing a joint entity. If there are no File Notes viewable within Document List, then proceed to the next step.
   
   If there are file notes still viewable in this area, the the deletion cannot proceed. Request will need to be referred back to AC and Adviser so that Adviser can remap datafeed/s. Once remapped, request can be resent to AC and XTech Team.
   
   
   
   

6. Now that the client entity has met all of the required guidelines, client is ready to be deleted. To delete client, click on the downwards facing arrow next to the Client Entity name at the top of the screen. Next, click on DELETE.
   
   
   
   

7. A Remove Client screen will now appear confirming whether the client is to be deleted. Click on YES.
   
   
   
   

   Client has now been soft-deleted from Xplan.
   

Alternative process for deleting client entity:

If the client entity has been prepared for deletion correctly and all details surrounding this verified (ie: file notes and datafeeds remapped) the client entity can also be deleted using the following steps:  

Please note, this is only recommended if the client has been prepared for deletion correctly and this has been verified and approved. 

1. Search for client entity to be deleted via the DELETE flag in their name (as set by client prior to sending request through). Ensure that you have searched for the desired client entity by filtering by GROUP and where possible by ADVISER also. 
   
   

2. Tick the box next to the client entity you wish to delete. Next, using the left hand menu go to FUNCTIONS > MODIFY ALL
   
   
   
   

3. Using the drop down boxes that appear set your parameters as Only Selected Clients for TARGET CLIENTS and Delete Clients as the FUNCTION. Next, click on RUN.