General Information for UK

General Information

UK Microchipping Legislation​

Legisation

In the UK dogs should be microchipped before 8 weeks of age and horses before 6 months of age. Cats in ENGLAND before 20 weeks of age as of June 2023.​ It is the owner’s responsibility to register the microchip together with owner contact details:​

• To a DEFRA compliant database for dogs and cats​.

  To the central equine database for horses.

• There are multiple microchip suppliers in the UK market and 20+ commercial microchip registration databases.​

• The majority of commercial databases charge for registration and account detail changes as their business model.​

Account Guidance

Replace this with a sub-header that can be in multiple lines. ​

​How to edit Facility Information

What are the difference’s between accounts?​

Consumer account – this is a pet owner
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• In salesforce this is shown as person account​

• Use email address to log into HomeAgain consumer side of the website​

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• Can mark pets as rehomed, surrendered or deceased but not start a transfer of keepership​

• Can mark pets as lost/found​

Professional Account
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• Accessed by the professional’s button on webpage​

• In salesforce this is shown as account​

• SAP Id is also MSD account number – used to log into professional portal​

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• Can complete transfer of keepership online​

• Can register microchips​

• Have advanced chip lookup which provides keeper details​

• Have to be an MSD customer​

Consumer Account

If a rescue centre/animal welfare org has a person account, they will only have the functionality that a pet owner would experience on the website.​

If they wish to upgrade to the professional portal, the facility will need to become an MSD customer to have access to the professional portal where they will have more functionality.​

If a facility calls – search for any facility accounts using search bar​

If no facility is found, but a person account is found, please explain the additional functionalities of having a professional account and if they would like to sign up as MSD customer escalate the case for MSD to contact and send the account sign up form

Case will auto appear in que to be worked​

Consumer Visibility of account on Website​

Professional account ​

​If you cannot find a vet practice and they are a new practice then please create and escalate a case so we can ask their MSD account manager to contact them to sign them up as a customer​

Professional Portal on Website​

When is Verification Required?​

For inbound queries TVC team offer to contact the pet owner on behalf of caller, if the caller wishes to contact the pet owner first start with searching for the facility in salesforce, then follow the below details. ​

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If details associated with microchip are required to be given to caller who claims to be an authorised person then:
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MSD CUSTOMER - Begin the found flow from the Customers Account Record page, by clicking ‘Facility Report Pet Found’​

• No verification is needed if you verified at the start of the call with Customer Number (SAP ID) OR the veterinary practice/facility matches 3/5​

• You then DO NOT TICK ‘Facility Verification Required (Police/Local Authority)’ when reporting the found pet​

When is Verification Required?​

NON-MSD CUSTOMER – Begin the found flow from the Home Page by clicking ‘Report Found Pet’​

• You MUST TICK ‘Facility Verification Required (Police/Local Authority)’ when reporting the found pet​

• Salesforce sends a random 6 figure pin number by email + creates a case to record this - the pin is the case number​

• Email address needs to be work related email address not a personal email​

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• Ask caller to read pin back​

• Caller has PIN - tick the tick-box to say they are verified and proceed - case is automatically closed​

• Caller did not get email - resend the email (click on the resend button and re-enter email)​

• Caller still did not get email - leave ‘caller verified’ unticked, when you click next another case will be created and you will call the pet owner to advise pet found and whereabouts, the verification case will be closed and status not verified​

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• If the caller does not get the email and are not happy with us calling the pet owner​

• Hang up and call the vet/facility to confirm the person is employed there and a verified person​

• Follow steps below to close out the verification​

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If someone calls back later, find the case with the PIN number, make a note they have called back with the number, change status to caller verified, proceed with the found process in the usual way and DO NOT TICK ‘verification required’