Copy of any transactions  (BP/ Order/ Invoices/ Refund)

Description:  This is when the customer requested to receive the copy of a certain transaction she/he made with us via email address or mail.

Tools Needed: AMS | Salesforce | MS Teams

Notice: When requesting a BP history for your customer; please to include the order history for the reason that giving only a bp history will only give them the numbers not the description of the items and they are not able to identify it therefore requesting an order history is a must together with the BP history for the conveniency of our customers.

Steps: 

1. Verification (Customer's Name) / email address (if cx doesn't have any email address)

2. Acknowledged reason of the call : Copy of       .

3. Confirm the item/order details (item description. price and quantity) the customer request to have a copy of.

4. Verify how they wanted the document to be delivered(Email or Mail ) and confirm information.

5. Create a Request via Sales force and Advised cx about the TAT.

6. Deliver Resolution:

EMAIL REQUEST- Salesforce Request should be address to Customer Reports Dept and the TAT would be up to 48 bus. hrs (still not guarantee)

Mailing Address- Salesforce Request should be address to Crystal Jackson if attachment is already uploaded and the TAT would be up to 7 bus days (still not guarantee).

Mailing Address- Salesforce Request should be address to Customer Reports to attach necessary documents and the TAT would be up to 7 bus. days (still not guarantee).

7. For agent without Salesforce Access and or can't do the request  due to CIQ you may ask assistance to support by sending the request to MS Teams Case Creation Request.

8. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: Copy of   history Request via (Email/mail)-  (order number)

Action Taken: Assured cx that a request will be sent via SF to send it via (Email/mail) and educated the cx about the TAT.

case#:

(Free Flow)

Reason of Call: Copy of     history Request via (Email/mail)-  (order number)

Action Taken: Assured cx that a request will be sent via SF to send it via (Email/mail) and educated the cx about the TAT. Send SF case creation request TO MS Teams case creation request GC for further assistance due to CIQ/ SF Issue.

(Free Flow)

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Verify how they wanted the document to be delivered(Email or Mail ) and confirm information.

"How would you like to receive you request? Is it via Email or Mailing Address?

And your Email/ Mailing address is   . "

Explore Suggested Scripts Here