INFORMATION

When pulling up an account, the ninja should use these Primary Information:

—Email address/Alternative email address

—Phone number

—Account number (if provided)

—Last 4 digits of the card (cancellation data — for pulling/verifying the account/refund (when asked to provide)

The ninja should provide the correct and exact information (the account was pulled up or not pulled up/verified)

The ninja should provide information that can be found on the ticket

Special scenario: The ninja should not mention a different provider to cancel, other than what is on the ticket, all throughout the call/chat

The ninja should ask if there are any other ways or options to pull up/verify the account

The ninja must cancel all active and correct subscriptions referring to the charge on the transaction history

The ninja must not cancel a different subscription other than what is on the ticket

Providers that can be cancelled thru IVR: 

—The ninja must proceed with an agent if there are multiple/different charges on the transaction history based on the 3 months rule and 1 year rule

The ninja must ask and get any form of cancellation confirmation

—Email, Confirmation Number or any Reference Number, Agent ID, Verbal

The ninja must go through an agent for Bumper

Special scenario: The ninja must cancel the correct subscription referring to the Special Instruction/s

The ninja should ask if the user will be billed again in the future

AC/SC: The ninja should ask for a refund if eligible

For refunds that are guaranteed:

—The ninja should ask and get the exact amount of the refund

The ninja should clarify as to why the refund is different from the charge

The ninja should ask where the refund will reflect referring to the Logging Refund Code: 

—Last 4 in the Cancellation Data
    —First 6 in the Cancellation Data(ABCmouse)

—PayPal

—ApplePay

—Apple Credit Card

The ninja should accept the full refund amount if they are eligible

The ninja should provide the amount and date of the charge/s (can also say "monthly" if it's on a consecutive order) prior to the cancellation

3 Months Rule:

—The ninja should probe and clarify the different/multiple charges on the ticket within 3 months starting from the latest charge on the transaction history

1 Year Rule:

—The ninja should probe and clarify the $50 and above charges on the ticket (if they're different from the rest of the charges) within 1 year from today's month

Tickets with no transaction history:

—The ninja should probe and clarify: "How many active subscriptions do I have?"

The ninja should clarify as to why the charges from both ends are different (with taxes or whatnot)

AC tickets: The ninja should ask and get the exact date of the cancellation

Further Charges (AC/SC):

—The ninja should clarify if unclear or not acknowledged

Cancellation Confirmation:

—The ninja should clarify if unclear or not acknowledged

The ninja should follow the SEQUENCE in getting the Cancellation Confirmation (AC/SC):

1. Email

2. Confirmation Number/Reference Number (includes Mail, Letter, and Text Message)

3. Agent ID

4. Verbal

Regardless of who turned off the Auto-renewal:

—The ninja should probe and clarify when the account will be completely cancelled

Final Bill:

—The ninja should ask the amount of the final bill (if not waivable)

For tickets that are cancelled but will take effect on a future date
  —The ninja should clarify if they still need to contact the provider again to confirm the cancellation

Tickets that are Already Cancelled/Verification call and Not-cancellable scenarios:

—The ninja should mention or probe the charge/s within the call

Missing Information (Further Charges, Refund, Cancellation Confirmation etc.) on the 1st call:

—The ninja should clarify if the cancellation took place 

(if they were the one who cancelled the subscription from earlier e.g.: "So it was cancelled earlier, right? ", "I called earlier to have my subscription cancelled, was it cancelled?')

Tickets with Termination Fees or Remaining Balance or Past due Balance:

—The ninja should probe: "Can you waive the whole fee?" or "Can you waive the whole balance?"

For Account on Hold or Suspended:

—The ninja should clarify the reason as to why the account is on hold or suspended

—The ninja should ask if the account is still active or not (suspended account due to non-payment)

Special Scenario (Bundled Subscription/s):

—The ninja should probe and clarify if the subscription is bundled with another subscription

(for instance, agents cannot cancel the Grubhub+ membership without getting the other subscription cancelled: the ninja should ask if it is bundled or not)

Tickets you are about to tag as Not Cancellable (2FA):

—The ninja should clarify: "What is that for?" before asking "Am I the one who set that up?"

Special Instructions (ALL/Everything/Whatever is active/Entire subscription):

—The ninja should ask: "How many active subscriptions are there on the account?"

—The ninja should ask for the name/s and the charge amount/s of the subscriptions

If the cancellation is forwarded to a different department

— The ninja should ask how many business days does it take for the cancellation to take effect
—The ninja should clarify if they still need to contact the provider again to confirm the cancellation

No documentation at all/missing chat transcript on both chat monitoring sheets and on the Admin (chatbacks included)

The documentation heading must correspond with the call outcome (SC, AC, USTC, NC, RRW, NMI)

Tickets that are Already Cancelled:

—The ninja must accurately notate the cancellation date

The ninja must document "No Further Charges" if it was stated on the call

Additional Note/s:

—The ninja must document the amount of the further charge/s and the number of times that the user has to pay them

The ninja must document the refund status (no refund processed, refund requested, refund processed on the call)

The ninja must document the correct/accurate refund amount

The ninja must document the correct payment method where the refund will reflect

The ninja must accurately document the Cancellation Confirmation:

1. Email, Confirmation Number/Reference Number (includes Mail, Letter, and Text Message)

2. Agent ID

3. Verbal

The Request Review - White tagging/documentation must coincide with the call outcome

For NMI tickets: 

—The ninja must document all the information that they have provided to the representative during the call

The corresponding NC dropdown tagging/documentation must coincide with the call outcome

Additional Note/s:

—The ninja must document any waived fees (termination, past due, and remaining balance)

Special Instruction: The ninja must notate the charge amount and the name of the subscriptions that they cancelled (Amazon Prime Video with SI: ALL)

Request Review - White(Alt Method and Office Closed):

—The ninja must include the timeframe (the provider will reopen)

—The ninja must include the website address (webform)/provider's email (email)

The ninja must log the refund that will reflect according to the Logging Refund Code:

—Last 4 in the Cancellation Data

—Paypal

—ApplePay

—Apple Credit Card

The ninja must log the exact refund amount

The ninja should input the correct ticket number

The ninja should dispose the ticket justifiably on the VICI

The ninja should dispose the ticket justifiably on the Admin

LWNO (NMI):

—The ninja should use the log with no outcome tagging for NMI tickets

NMI Tickets: 

—The ninja should tick all the information that they provided to the representative on the Adminlink

Suspicious tagging:

—The ninja should utilize the "suspicious_agent" tagging after disposing the ticket as RRW - user verification

LWNO (suspicious):

—The ninja should use the log with no outcome tagging for suspicious calls

LWNO (verification call):

—The ninja should use the log with no outcome tagging for verification calls (refund over a hundred that will go back to the Logging Refund Code)

LWNO (verification call):

—The ninja should use the log with no outcome tagging for verification calls (for information that was missed on their first call)

Chat Transcript:

—The ninja must paste the entire conversation, including interactions with the chatbot, into the AdminLink

—The ninja should not copy-paste each individual response and should copy-paste the entire conversation all at once → timestamp consistency

Further Charges:

—The ninja should input/dispose/tick the number of times that the user has to pay

Callback:

—The ninja should follow the required call backs before tagging the ticket as any of the RRW Dropdowns (excluding: Office Close & LHT)

Callback:

—The ninja should follow the required call backs before tagging the ticket as NMI

Dial first before chat

—For phone cancellation assigned agents, the ninja must dial the provider first before attempting to cancel it through chat

The ninja should not use excessive filler phrases such as: "uhm", "ugh", "you know" etc. 

—Frequency: 6 and above

The ninja should not sound monotonous/robotic

The ninja should not stutter (QAs should include the timestamp)

—Frequency: 3 and above

The ninja should not mumble (QAs must include the timestamp)

—Frequency: 3 and above

The ninja should not sound drowsy/sleepy in the call

The ninja should not commit grammatical errors in a call

—Frequency: 3 and above

The ninja should not mispronounce the same word/s

—Frequency: 3 and above

The ninja should respond immediately

—Frequency: 11 seconds and above

The ninja should be accurate with their responses to the representative that they are speaking with

—Frequency: 4 and above

The ninja should not ask the same question (same thought)

—Frequency: 3 and above

The ninja should rectify any incorrect information spelled/given by the representative that they are speaking with

The ninja must not be rude/irate/sarcastic towards the representative that they are speaking with

The ninja must not speak any vernacular in their call or even when the call drops

The ninja must provide a valid reason for cancellation

The ninja must not interrupt the representative

—Frequency: 4 and above

The ninja must not be chewing/eating food during their call

The ninja must not laugh at the representative that they are speaking with; the ninja must not laugh out of the blue when speaking with a representative

The ninja must not drop the call while the representative is still talking; the ninja must end the call/chat with a proper outro

The ninja should probe the amount and date of the charge/s (but can also say "monthly" if it's on a consecutive order) prior to the cancellation

The ninja should not commit typographical errors

—Frequency: 5 and above

The ninja should understand and comprehend the message that was sent to them and must be able to respond appropriately

—Frequency: 2 and above

If the rep is on the line, the ninja should respond/reply immediately

—Frequency: 3 minutes and above