Validation

Case Description:

The case involves obtaining missing documents from the customer (CX) to be uploaded to the relevant policies.

Resolution Steps:

1. Receiving Validation Emails

   • Validation emails will be received in the "New emails - L1" queue.

   • These emails will be assigned to the appropriate ambassadors.

2. Ambassador's Actions

   • The ambassador will review the email and gather necessary details.

   • The ambassador will then send a WhatsApp (WA) message to the CX requesting the missing documents. The documents could include:

     • Car photos

     • Hiyazah (or other required documents)

   • The ambassador will update the ticket with the request details and then resolve the ticket for now.

3. Document Submission by CX

   • Once the CX replies with the missing documents, the ambassador will:

     • Send the received documents to the Validation Slack channel for further processing.

     • Resolve the ticket.

4. Team Leader's Actions

   • The team leader will collect the received documents from the Validation Slack channel and upload them to the relevant policies.

5. Special Case: Car Specs Mismatch

   • If the email mentions a car specs mismatch (i.e., between GCC and Non-GCC specifications):

     • Resolve the ticket directly without contacting the CX via WhatsApp.

Conclusion:

This SOP ensures that missing documents are promptly requested and uploaded to the correct policies. It also ensures that any discrepancies in car specifications are handled without unnecessary communication with the customer.