P&P Procedures

P&P Procedures

1. Adv Billing: Refunds - Remember to cancel the service and add the UM note. When issuing a refund for a domain, delete the domain.

2. Adv Billing: Refunds - When working on tickets, remember to add a yellow note with the UM and SBS links and a small description of the charge.

3. Adv Billing: Refund Policy - It is very important to guide the user to the widget if applicable, and if the user wants a refund during the call, we can explain we can check our options and then issue a refund letting the user know that it will be done as a one-time courtesy.

P&P Procedures

4. Adv Billing: Always check the non-refundable domains list before issuing a refund for the user.

5. Account Access: Always use the relevant saved reply for initial cases (#FirstReplyAANote) or the saved reply for follow-up cases (#P&PAANote).

6. Account Access: Make sure you check the information sent in the OVF before making any decision. We need to check the ID, billing details and the domain details.

7. Account Access: IMS is really important on AA cases as this will help us have information about the user's issues. We need to read the user's description in the OVF to decide which issue will be linked.

P&P Procedures

8. Account Access: Billing details - Remember to verify at least one billing account per individual showing on SBS. A billing account is fully verified with the ID matching the name on SBS, and the last 4 digits.

9. Account Access: Domain details - Always check how many domains are connected and ask for the required documentation so we can grant full access to the account.

10. Policy: Remember that we blacklist the account only if the user is Premium. We just block the account if it's a free account.

11. IMS: We need to be really careful with this part of the interactions, as we are not paying enough attention and this is the main AOO. You got this!