Invalid Escalations

Customer is not able to sign into their account because they no longer use the email associated with it.

• Proceed with the email update without verification.

• Verify if the new email is already associated with another account prior to CCE ticket.

• Ask the customer to create a new account with the new email.

• Ignore the request.

A customer created their booklet design according to our template specifications but is unable to upload the PDF. They receive an error indicating the document might be corrupted or encrypted and we have already trouble shooted.

• Tell the customer to try again later

• Provide more generic troubleshooting steps.

• Ask the customer to use a different format

• Escalate the issue with detailed information and attach the customer's file

The merchandise credits on a customer's account had expired. The representative submitted a ticket under General Inquiry for a manual refund after trying unsuccessfully to process it themselves.

• Submit the ticket under General Inquiry.

• Inform the customer that expired credits cannot be refunded

• Correctly categorize the ticket and include necessary details

• Issue a new credit manually.

A customer is unable to place an order for checks despite trying on two different devices. The error persists and states that an error occurred when selecting check designs. Clearing cache and cookies and trying another browser did not help.

• Ignore the issue.

• Tell the customer to try a different browser.

• Provide information on the type of check and the issue.

• Escalate without further details.

A customer does not want to receive any marketing emails.

• Ignore the request.

• Unsubscribe the customer from all marketing emails immediately.

• Escalate the issue after ensuring all options are exhausted

• • Tell the customer they cannot be removed from the mailing list.

A customer wants to update the shipping address for the remaining items on their order. The agent provided both the new and old addresses.

• Verify the correct address and provide a clear update

• Ask the customer to update the address themselves

• Provide both addresses without clarification

• Only provide the new address

A customer is concerned that their order may not arrive between May 14th and 16th. The tracking information shows labels were created on May 10th, but there has been no update as of May 13th.

• Escalate immediately without checking the tracking.

• Issue a refund.

• Inform the customer the order is within the delivery time frame.

• Tell the customer to wait longer.

A customer has lost access to their email address and wants a password reset sent to a new email. The ticket includes the required data points.

• Send the password reset to the new email.

• Inform the customer that password resets can only be sent to the email on file.

• Update the email on file and send the reset.

• Ignore the request.

A customer cannot sign into their account on multiple browsers and computers despite clearing cache and cookies. They can log in using their phone but prefer using their computer.

• Advise the customer to use their phone exclusively.

• Escalate immediately without further action.

• Tell the customer their account is not blocked and to try again in 24 hours.

• Suggest using a different internet connection.

The customer is concerned about their pouch order because a previous order was canceled due to a production issue with the transparent film. They are worried the same thing might happen with their new order.

• Reassure the customer without checking.

• Check the contact history for reasons why the item was canceled.

• Cancel the new order preemptively.

• Ignore the concern.