• YOU GOT A TICKET THAT CAN BE CANCELLED THRU CHAT

→ WHAT DO YOU DO?

—Call first

→ WHAT IF IT'S LONG WAIT ON THE CALL?

—Wait for the whole waiting time and if you don't want to chat → tag as RRW - long wait

→ WHAT IF I WANT TO CHAT?

—LWNO for the 1st call and then do chat

→ WHAT HAPPENS IF I GO THROUGH THE IVR BUT HUNG UP THE CALL BEFORE GETTING TO A REP TO CHAT?

—That is called Call Avoidance

→ WHAT IF IT'S AUTO HUNG-UP?

—There has to be 2 calls for AUTO HUNG-UP before you can chat

→ WHY?

—Calling first before chat means that you must be able to tag the ticket as completed even without chatting (think of chatting as an extra attempt to cancel)

—We need 2 calls before we can tag as RRW - auto hung-up

• REQUESTED THE TICKET TO BE RESET

→ WHAT DO YOU DO?

—Immediately insert another comment and add the correct documentation before moving to another ticket

→ WHAT IF I WAIT FOR THE TICKET TO COME BACK BEFORE I WRITE THE CORRECT DOCUMENTATION?

—Deduction for DOC will remain if evaluated before you are able to paste the correct documentation

• TAGGED AS CANCELLED INSTEAD OF ALREADY CANCELLED ON ADMIN OR VICE VERSA

→ WHAT DO YOU DO?

—Request for RESET to your TL

• REP SAYS YOU'RE UNDER A COMMITMENT

→ WHAT DO YOU DO?

—Check if the rep can see the charges
→ WHAT IF THE REP CANNOT SEE THE CHARGES?

—Tag as NMI
→ WHAT IF THE CHARGES ARE BILLED UNDER 3RD PARTY?
—Tag as NC - 3rd Party Biller
→ WHAT IF THE REP CAN SEE THE CHARGES?

—Ask how many payments left

• TWO OR MORE PAYMENTS LEFT

→ WHAT DO YOU DO?

—Tag as NC - Commitment Not Fulfilled

• ZERO OR ONE PAYMENT LEFT

→  WHAT DO YOU DO?
—Cancel the subscription, and if there's 1 more payment then tick 1 for future bill

→ WHAT IF THE USER NEEDS TO PAY A FEE TO CANCEL THE SUBSCRIPTION?

—Tag as NC - Early Termination Fee

→ WHAT IF THERE'S A TERMINATION FEE AND YOU CANCELLED THE SUBSCRIPTION?

—Inform your QA Coach
→ WHAT IF THE REP CANNOT CANCEL?
—Do LWNO before doing a CALLBACK and then try to cancel
→ WHAT IF THE SAME THING HAPPENS ON THE 2ND CALL?

—Tag as NC - Commitment Not Fulfilled

• THERE IS A CHARGE OF $29.16 FOR THE MEMBERSHIP ON THE TRANSACTION HISTORY

→ WHAT IF THERE'S ALSO A CHARGE OF $6.95 FOR THE PDF ACCESS?

—Cancel the $29.16 charge for the membership and keep the $6.95 PDF access active

→ WHAT IF THE PDF ACCESS WILL BE CANCELLED AS WELL IF THE MEMBERSHIP IS CANCELLED?

—Proceed with cancellation

• THERE IS A CHARGE OF $6.95 FOR THE PDF ACCESS ON THE TRANSACTION HISTORY

→ WHAT IF THERE IS ALSO A CHARGE OF $29.16 FOR THE MEMBERSHIP?

—Cancel the $6.95 for the PDF access and keep the $29.16 for the membership

→ WHAT IF THE MEMBERSHIP WILL BE CANCELLED AS WELL IF THE PDF ACCESS IS CANCELLED?

—If it's bundled then proceed with cancellation

→ WHAT IF IT'S NOT BUNDLED?

—Do not cancel and tag as RRO - if we cancel the PDF access it will also cancel the membership, should we proceed?

• YOU CANCELLED THE SUBSCRIPTION

→ WHAT IF THEY CANNOT PROVIDE ANY OTHER INFORMATION?

—Make sure there's a confirmation email

→ WHAT IF THEY CANNOT PROVIDE A CONFIRMATION EMAIL?

—CALLBACK and insist that they should send a confirmation email

→ WHAT IF THE SAME THING HAPPENS AFTER DOING A CALLBACK?

—Ask permission from your TL/QA to tag as CANCELLED and that you cancelled the subscription but they cannot provide a confirmation email even after calling twice and insisting that they should send one

→ WHAT IF THEY CANNOT CONFIRM THAT THERE WON'T BE ANY FUTURE CHARGES?

—Do not include "NO FURTHER CHARGES" in your documentation and insert additional notes: REP WAS UNABLE TO CONFIRM ANY OTHER INFORMATION

→ WHAT IF THEY CANNOT DISCLOSE ANY INFORMATION ABOUT THE REFUND?

—Insert additional notes: USER MAY CHECK HIS/HER EMAIL TO VERIFY IF A REFUND WAS MADE OR NOT

• THE SUBSCRIPTION IS ALREADY CANCELLED

→ WHAT IF THEY CANNOT PROVIDE THE CANCELLATION DATE?

—Make sure that an email was already sent

→ WHAT IF THERE WAS NO EMAIL SENT?

—Ask for an email or any sort of cancellation confirmation

→ WHAT IF THEY CANNOT PROVIDE ANY CANCELLATION CONFIRMATION?

—Ask permission from your TL/QA to tag as ALREADY CANCELLED

• YOU DIALED THE TICKET FOR THE FIRST TIME THIS SHIFT

→ WHAT IF IT'S LONG WAIT?

—You can tag as RRW - long wait or do chat

→ WHAT IF IT'S NMI?

—You can tag as NMI or do chat

→ WHAT IF I DO CHAT WITHOUT CALLING?

—IR for INSUBORDINATION (FINAL WARNING)

• YOU CANCELLED THRU IVR AND THE LATEST CHARGE ON THE TRANSACTION HISTORY WAS ON "AUGUST 12" AND THE DATE TODAY IS "AUGUST 22"

→ WHAT IF THE IVR SAYS THE LAST ACCESS WILL BE ON SEPTEMBER 15?

—Tag it as CANCELLED

→ WHAT IF THE IVR SAYS THE LAST ACCESS WILL BE ON OCTOBER 15?

—Tag it as CANCELLED and tick 1 for expected number of times user will be billed again for the SEPTEMBER charge

→ WHAT IF THE IVR SAYS THE LAST ACCESS WILL BE ON NOVEMBER 15?

—Tag it as NC - commitment not fulfilled as there are 2 more charges for SEPTEMBER and OCTOBER

• YOU CANCELLED THRU IVR AND THE LATEST CHARGE ON THE TRANSACTION HISTORY WAS ON "AUGUST 12" AND THE DATE TODAY IS "SEPTEMBER 22"

→ WHAT IF THE IVR SAYS THE LAST ACCESS WILL BE ON OCTOBER 15?

—Tag it as CANCELLED and treat the SEPTEMBER charge as already paid

→ WHAT IF THE IVR SAYS THE LAST ACCESS WILL BE ON NOVEMBER 15?

—Tag it as CANCELLED and tick 1 for expected number of times user will be billed again for the OCTOBER charge

→ WHAT IF THE IVR SAYS THE LAST ACCESS WILL BE ON DECEMBER 15?

—Tag it as NC - commitment not fulfilled as there are 2 more charges for OCTOBER and NOVEMBER

• THE REP CANNOT CANCEL FOR SOME REASON AND THE MEMBERSHIP IS UNDER A COMMITMENT

→ WHAT DO YOU DO?

—Ask how many payments left for the commitment

→ WHAT IF THERE'S MORE THAN 1 PAYMENT LEFT?

—Tag it as NC - commitment not fulfilled

→ WHAT IF THERE'S ONLY 1 PAYMENT LEFT?

—Tag it as NC - commitment not fulfilled

→ WHAT IF THERE'S NO PAYMENT LEFT?

—Tag it as NC - commitment not fulfilled

• THE REP CANNOT CANCEL FOR SOME REASON BUT THERE IS NO COMMITMENT

→ WHAT DO YOU DO?

—Tag it as RRW - user verification

• THE USER ALREADY SET THE ACCOUNT TO CANCEL / THERE IS ALREADY A PENDING CANCELLATION ON THE ACCOUNT

→ WHAT DO YOU DO?

—Ask how many payments left

→ WHAT IF THERE'S MORE THAN 1 PAYMENT LEFT?

—Tag it as NC - commitment not fulfilled

→ WHAT IF THERE'S ONLY 1 PAYMENT LEFT?

—Tag it as CANCELLED and document as USER ALREADY SET TO CANCEL

→ WHAT IF THERE'S NO PAYMENT LEFT?

—Tag it as CANCELLED and document as USER ALREADY SET TO CANCEL

• NEED TO RETURN THE ORDER TO PROCEED WITH THE CANCELLATION

→ WHAT DO YOU DO?

—You can tag as NC - return equipment but inlcude what needs to be returned in order for the cancellation to happen on your documentation

EXAMPLE:

NOT CANCELLABLE

Reason: In order for an account to be cancelled, you would need to send back any un-purchased items before your billing date with a cancellation request submitted

Since we didn’t receive that in-transit scan from UPS before your billing date, you were charged your subscription fee as normal and your subscription will continue until your items are received

• THERE ARE SPECIAL INSTRUCTIONS(SI)

→ WHAT IF THE (SI) SAYS "ALL"?

—Notate the names of all the active subscriptions and their charges then cancel those

→ WHAT IF THE (SI) SAYS "REALITY KINGS"?

—Cancel REALITY KINGS

→ WHAT IF THE (SI) SAYS "WHATEVER"?

—Refer to the TRANSACTION HISTORY

• 1 CHARGE IS NOT LOCATED

→ WHAT IF 1 CHARGE IS NOT LOCATED AND THE OTHER CHARGE IS STILL ACTIVE?

—Cancel and then notate the unseen charge

→ WHAT IF 1 CHARGE IS NOT LOCATED AND THE OTHER CHARGE IS ALREADY CANCELLED?

—Tag as NMI as the user might be asking us to look for the unseen charge

→ WHAT IF 1 CHARGE IS NOT LOCATED AND THE OTHER CHARGE IS A ONE-TIME PURCHASE?

—Tag as NMI as the user might be asking us to look for the unseen charge

• BOTH CHARGES ARE LOCATED

→ WHAT IF 1 CHARGE IS ALREADY CANCELLED AND THE OTHER CHARGE IS A ONE-TIME PURCHASE?

—Tag it according to the latest charge

→ WHAT IF 1 CHARGE IS ACTIVE AND THE OTHER CHARGE IS IN ANOTHER ACCOUNT?

—Cancel both if possible

→ WHAT IF THE OTHER ACCOUNT NEEDS VERIFICATION TO CANCEL THE OTHER CHARGE?

—Tag as NMI and notate that you cancelled 1 subscription

→ WHAT IF 1 CHARGE IS ACTIVE AND THE OTHER CHARGE IS ALREADY CANCELLED?

—Cancel the active subscription and tag it as CANCELLED and then notate that the other charge is ALREADY CANCELLED

• NO TRANSACTION HISTORY

→ WHAT DO YOU DO?

—Ask how many active subscriptions are on the account

→ WHAT IF THE REP SAID THAT THERE IS ONLY 1 ACTIVE SUBSCRIPTION?

—Have it cancelled

→ WHAT IF THE REP SAID THAT THERE ARE 2 OR MORE ACTIVE SUBSCRIPTIONS?

—Do not cancel and have it tagged as RRO - there are [number] subscriptions on your account for [name of subscriptions and their charges], which one would you like to cancel?

→ WHAT IF THE REP SAID THAT THERE ARE NO ACTIVE SUBSCRIPTIONS?

—Ask if the subscription was ALREADY CANCELLED

→ WHAT IF THE REP SAID THAT THE ACCOUNT WAS ALREADY CANCELLED SINCE 2022?

—Tag as NMI since we are only allowed to tag as ALREADY CANCELLED if it's within 1 year from today's year (if today's year is 2025 then all of 2024 is the ALREADY CANCELLED limit, regardless of the month and date as long as it is within the year boundary)

• 2 OR MORE SUBSCRIPTIONS AND IT WENT BACK TO THE QUEUE AFTER TAGGING AS RRO

→ WHAT DO YOU DO?

—Check if there are any instructions from the client

→ WHAT IF THERE IS?

—Follow the instructions

→ WHAT IF THERE ISN'T ANY?

—Cancel both subscriptions

• THERE IS AN ACCOUNT BUT IT IS ONLY A GUEST ACCOUNT

→ WHAT DO YOU DO?

—Tag as NC - one-time purchase

• YOU CANCELLED THRU IVR

→ WHAT DO YOU DO?

—Double check the TRANSACTION HISTORY to see if there are multiple or different charges based on the 3 months rule and 1 year rule

→ WHAT IF THERE ARE MULITIPLE OR DIFFERENT CHARGES?

—CALLBACK and find a rep to verify the muliple or different charges on your end

→ WHAT IF A REP CANNOT BE REACHED?

—Inform your TL/QA of what happened and then pray that it won't be evaluated

→ WHAT HAPPENS IF IT'S EVALUATED?

—Deduction for CAN3 - must proceed to a rep if there are multiple or different charges based on the 3 months rule and 1 year rule

• THERE ARE 2 CHARGES

→ WHAT IF 1 CHARGE IS FOR $1.00 AND THE OTHER IS A MONTHLY CHARGE?

—You can CANCEL thru IVR and think of the $1.00 charge as the trial

• REFUND OF $0.99 AND BELOW

→ WHAT DO YOU DO?

—Do NOT log the refund, just notate the amount on your documentation

→ WHY SHOULD WE NOT LOG THE REFUND?

—The MINIMUM refund amount we are allowed to log is $1.00

• REFUND OF $100 AND ABOVE

→ WHAT DO YOU DO?

—If it goes back to the LOGGING REFUND CODE do LWNO then do a CALLBACK to confirm the amount of the refund and where it will go back

—You can skip the call process and immediately ask for the refund amount and where it will go back since you already have the BIG THREE on the 1ST CALL

→ WHAT IF THE REFUND WILL NOT GO BACK TO THE LOGGING REFUND CODE?

—No need to CALLBACK

→ WHAT IF ON THE 2ND CALL THE REFUND AMOUNT IS DIFFERENT? 

—Follow the refund amount of the 2ND CALL

→ WHAT IF ON THE 2ND CALL NO REFUND WAS DONE?

—Ask for a refund

→ WHAT IF THEY CANNOT GIVE A REFUND ON THE 2ND CALL?

—Follow the outcome of the 2ND CALL

→ WHAT IF A REP CANNOT BE REACHED?

—Do NOT log the refund, just notate the refund amount and where it will go back on your documentation

→ WHAT IF ON THE 2ND CALL THE REFUND WILL NOT GO BACK TO THE LOGGING REFUND CODE?

—Do NOT log the refund, notate the correct information where the refund will go back or you can write Original Payment Method

→ WHAT TO TAG?

—Tag as SUCCESS for both calls in VICI

• REFUND OF $500 AND ABOVE

→ WHAT DO YOU DO?

—Regardless of where it will go back, do a CALLBACK to confirm the refund amount

→ WHAT IF IT'S CONFIRMED TO BE $500 AND ABOVE?

—Tag as RRW - refund over $100 (dropdown hasn't been updated to $500)

• YOU ASKED IF THE REFUND WILL GO BACK TO THE LAST 4 DIGITS OF THE CARD OR THE ORIGINAL PAYMENT METHOD

→ WHAT DO YOU DO?

—Pray that it won't be evaluated

→ WHAT HAPPENS IF IT'S EVALUATED?

—Deduction for REF4 - must ask where the refund will reflect according to the logging refund code

→ WHY?

—We have to prioritize the last 4 digits of the card on the cancellation data, furthermore, the refund will always go back to the Original Payment Method so asking 2 questions or giving a multiple choice question is not recommended

→ IS THIS THE NEW WAY TO ASK FOR A REFUND?

—No, you can even ask for a refund like this:

"will the refund go back to the last 4: 1234 or to my Paypal?"

"will the refund go back to the last 4: 1234 or to my ApplePay?"

—You can still ask for a refund the usual way as long as it is NOT this one:

"will the refund go back to the last 4: 1234 or to the Original Payment Method?"

• REP SAID YOU ALREADY CALLED ON MARCH 15, 2025

→ WHAT DO YOU DO?

—Ask if it was cancelled on MARCH 15, 2025

→WHAT IF THE REP SAID IT WAS "REQUESTED" TO CANCEL?

—Ask when the subscription will end or will be cancelled

→ WHAT IF THE REP SAID YOU CALLED IN TO REQUEST A CANCELLATION?

—That's the same thing
—Ask when the subscription will end

• REQUESTED TO CANCEL

→ WHAT IF THE REP SAID IT WAS REQUESTED TO CANCEL AND THE SUBSCRIPTION END DATE WILL BE IN THE FUTURE FROM TODAY'S DATE?

—For example: Today is APRIL 12, 2025 and someone called on MARCH 15, 2025 to request a cancellation and the subscsription will end on APRIL 28, 2025
—Tag as CANCELLED and document as USER ALREADY SET TO CANCEL

→ WHAT IF THE END DATE IS TODAY?

—For example: Today is APRIL 12, 2025 and someone called on MARCH 15, 2025 to request a cancellation and the subscsription will end on APRIL 12, 2025
—Tag as CANCELLED and document as USER ALREADY SET TO CANCEL

→ WHAT IF THE REP SAID IT WAS REQUESTED TO CANCEL BUT THE SUBSCRIPTION END DATE WAS IN THE PAST FROM TODAY'S DATE?

—For example: Today is APRIL 12, 2025 and someone called on MARCH 15, 2025 to request a cancellation and the subscsription ended on APRIL 7, 2025
—Tag as ALREADY CANCELLED on APRIL 7, 2025

• SUBSCRIPTION WAS CANCELLED

→ WHAT IF THE REP SAID IT WAS CANCELLED BUT THE SUBSCRIPTION END DATE WAS IN THE PAST FROM TODAY'S DATE?

—For example: Today is APRIL 12, 2025 and the subscription was cancelled on MARCH 15, 2025 and the subscsription ended on APRIL 7, 2025
—Tag as ALREADY CANCELLED on MARCH 15, 2025 and expired on APRIL 7, 2025

→ WHAT IF THE END DATE IS TODAY?

—For example: Today is APRIL 12, 2025 and the subscription was cancelled on MARCH 15, 2025 and the subscsription will end on APRIL 12, 2025
—Tag as ALREADY CANCELLED on MARCH 15, 2025 and will end on APRIL 12, 2025

→ WHAT IF THE END DATE IS IN THE FUTURE?
—Tag as ALREADY CANCELLED on MARCH 15, 2025 and will end on whatever date was stated

• REP CANNOT CANCEL AND CAN ONLY TURN OFF THE AUTO-RENEWAL (YOU TURNED OFF THE AUTO-RENEW)

→ WHAT DO YOU DO?

—Ask when the subscription will end and tag as CANCELLED with SC documentation

• REP CANNOT CANCEL AND THE AUTO-RENEW WAS ALREADY TURNED OFF (USER TURNED OFF THE AUTO-RENEW)

→ WHAT DO YOU DO?

—Ask when the subscription will end or will be cancelled

→ WHAT IF THE REP SAID THE AUTO-RENEW WAS ALREADY CANCELLED?

—Ask when the subscription will end or will be cancelled
—Account already cancelled is different from auto-renew already cancelled

→ WHAT IF THE SUBSCRIPTION END DATE WAS IN THE PAST FROM TODAY'S DATE?

—Tag as ALREADY CANCELLED

→ WHAT IF THE SUBSCRIPTION END DATE IS TODAY OR IN THE FUTURE?

—Tag as CANCELLED with USTC documentation

• REP CANCELLED THE SUBSCRIPTION AND TURNED OFF THE AUTO-RENEW

→ WHAT DO YOU DO?

—Tag as CANCELLED

• SUBSCRIPTION WAS ALREADY CANCLLED BUT THE AUTO-RENEW IS STILL ON

→ WHAT DO YOU DO?

—Turn off the auto-renew and tag as ALREADY CANCELLED