COUNTRY MOVE

General Country Move Process Training

Overview & Scenarios

The caller is contacting the country where they are currently registered HomeAgain. 


I am currently registered to the US, calling the US team to move to UK. 


The CSR taking the call should raise a case and the back office team will pick up this up to action

Overview & Scenarios

The caller is contacting their new resident country, but address is still the previous/you can’t edit or see it.


• I am registered in the US, calling the UK team to move to the UK.

 
•The CSR taking the call cannot change the account so needs to raise a case. This will be worked by a member of the country move queue

Overview & Scenarios

The caller is not in the HomeAgain database.

•Follow the usual process to see if the caller is in another database. If they are not - create a case against the Pet (if there is one) or use the + button

•Send the customer the relevant template, or if they are on the phone tell them this information

•If needed, assign the case to the country team that the person has moved to for further investigation

Caller is contacting the country where they are currently registered in HomeAgain

1. Raise a case (if there isn’t one already from an email). The Type must be ‘Update’ and the Reason ‘Country Move’

2. This case will automatically be assigned to the ‘HA Country Transfer’ queue so it is visible to the users in each country who have permission to manage this process.

3. The relevant team will work this case and update the customer account to the new address.

4. Update the Asset 'enrolled country' field to the country the pet is now residing in

Caller is contacting the country where they are currently registered in HomeAgain

1. Add a comment on the case to say this is completed.

2. Assign the Case to the ‘HA General Queue’ of the country the customer now resides in

3. The team in the new country will pick up this case and email/call them and welcome them to HomeAgain if needed.

It is important to do this first, if you don’t do this then you will lose access to the Account once you change the address to another country if the person is moving to a country with no subscription service - explain there is no premium service there, cancel the subscription and refund the customer.



Send the relevant email template to the customer
Complete any other actions (for example, pet is also lost)
Set the case status to closed

​How to change the enrolled country

How to change the Case Owner to a different team

​1. Open the case record
2. Click on the Change Owner button
3. Choose ‘Queue’ from the dropdown
4. Search for ‘General’ and find the relevant country queue
5. Ensure ‘send notification email’ IS NOT ticked
6. Click on Change Owner

Please add all notes in the call description or in the post-a-note section on actions that need to be taken.

For a full step-by-step guide click here -
https://app.tango.us/app/workflow/Changing-the-Case-Owner519fcb9b5af0473fbafa72c6d66bb361

Transfer of pet keepership If CPP and NPP are in different countries

​From the Pet record page click the ‘Initiate Transfer’ button

​Choose the option for who is requesting the transfer.

​Choose the option for how the pet was obtained