If we cannot locate the customer's account, ask for more order details from the customer, such as:
Order ID, email, phone number, shipping address, first 6 of the credit card & last 4 of the credit card.
If you still cannot locate their account, ensure you are looking into the correct CRM and have searched any other applicable CRMs for that campaign.
Ask about charges and see if they are recognizable.
Probing questions:
What is the name of the product?
How much was the charge?
What is the phone number they called?
Where did they get the phone number to call customer service?
Do they receive an email confirmation of the order?
Have they received the product?
SCENARIO #1 - If cusomer is saying the following:
Different product or charges.
Different website.
Found the number in google.
Resolution: Advise to check the bank statement and call the number associated with the bank.
SCENARIO #2 - If customer provided the following:
Same product name & charge.
Customer found the number on bank statement.
Found the number in the bottle.
Received order confirmation.
Resolution: Submit all the following info to CIF.
First and Last name:
Phone number:
Email Address:
Product Name:
Charge:
Date of Charge:
First 6 & Last 4:
Merchant Name:
TFN dialed:
Email address that sent the order confirmation:
Reason of call:Â