Email Mailbox / Customer Email Verification

Agents do not currently have access to the generic/shared MiamiMD mailbox.

Access is expected to be provided in the future as the ticketing platform transition progresses.

Important: Do not assume or advise customers that agents can directly verify emails through the shared mailbox until access is officially provided.

Scenario A: Customer is following up because they have not received a response

1. Apologize for the delay/inconvenience.

2. Acknowledge the customer's concern.

3. Assist the customer based on the issue they are contacting us about.

4. Do not require the customer to resend the email unless necessary.

Scenario B: Customer claims a previous email contained a specific promise or commitment

Examples:

• A refund was previously promised.

• A replacement was promised.

• A specific resolution was confirmed.

• Another team allegedly committed to an action.

Action:

• Do not independently honor an unverified promise.

• Check with the appropriate SL/leadership contact before proceeding.

Use available customer/account information to search for the account.

Agents may search using combinations of:

• First name

• Last name

• Billing address

• Shipping address

• Order number

• Shipping/tracking number

• Card/payment details

• Other available customer identifiers

Search the applicable platforms, including Sublytics and Shopify, where appropriate.

If the customer cannot be located after reasonable searches:

1. Confirm that the available customer information was searched accurately.

2. Determine whether the order may have been placed through another platform.

3. If the transaction was completed outside the supported platforms, advise the customer that we cannot access the order.

4. Refer the customer to the relevant purchasing platform for assistance.

If a customer states that they were charged by MiamiMD but no account/order can be located:

1. Ask the customer to provide a copy of the statement showing the charge.

2. Ensure the customer only provides the relevant transaction information.

3. Submit/escalate the information for investigation.

4. Do not promise a refund until the charge has been verified.