RR-W (alt method and office closed):

—New clause DOC15 has been added to the guidelines.

Include the timeframe for office closed and website/provider's email for alt method

[ Update: OCT 22, 2024 ]

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Before tagging the ticket as RRW-Auto hangup:

—The ninja should call the provider twice. 

If the phone number is still not working, the ninja should have the initiative to look for an alternative contact number through Google.

  QAs will have a specific THREAD for the Auto hangup tickets, all the proofs that you dialed the ticket twice with auto hangup outcome and that you used alternative contact numbers to reach the provider should be on that thread.

FAILURE TO FOLLOW THESE PROCESSES AFTER INVESTIGATION:

—a sanction under CALL AVOIDANCE (FINAL WARNING) will be served.

[ Update: SEP 27, 2024 ]

—————

Please follow the 2 call/chat process before tagging the ticket as RRW—except User Verification and Long hold time - Agent Waited. This applies to both CHAT & PHONE agents.

2 Calls process:

• Call Failed - Automatically Disconnected

• Call Failed - Directed to VM/IVR

• Long hold time - Alternative Contact Method

• Office Closure - Permanently Closed

• Office Closure - Temporary Closed for Know Reason

• Office Closure - Temporary Closed for Unknown Reason

• Refund Over $100

1 Call Process:

• Long hold time - Agent Waited

• Long hold time - IVR Message (IVR stated a waiting time significantly higher than the updated threshold)

3 Calls Process:

• Agent Requiring user verification

Note: Still no signal from the client to use RR - Technical Issue

—FAILURE TO FOLLOW THESE PROCESSES WILL BE A DEDUCTION UNDER DISPOSITION (10%)

[ Update: AUG 07, 2024 ]

For ticket that you'll send to RRO(requesting for an inforamtion), please limit each request to only one piece of information per ticket (e.g., birthdate, license plate number, or the first 6 digits) if either one of these informnation is not on the ticket but is needed. If the ticket returns to your queue, you may send another request for additional information. This process has been confirmed with the client to ensure clarity and efficiency.

If the same information is needed when the ticket comes back to the queue. Send the ticket to RRO but the notation indicated should be like this:

The information that was requested is still incorrect and the same inforatmion is needed to proceed with the cancellation without this information we are unable to get the subscription cancelled.

Note: Avoid asking for the same inforamtion multiple. Each request should be unique.  

[ Update: July 10, 2025 ]

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Just a brief reminder for tickets that you are about to tag as NC—multiple requests for more info: We no longer base our count on the comments; we now base it on how many times the ticket was tagged as NMI on the logs. There should be 3 NMI taggings on the logs before we tag the ticket as NC—multiple requests for more info.

[ Update: May 09, 2025 ]

—————

• NMI from 2 calls down to 1 call this applies to all providers. 

CHAT CANCELLATION will remain at 2 chats

• NYT and INSTACART is now 1 call before doing chat, still the same procedure—give a heads up to your TL/QA.

• Any RRW Dropdown is still at 2 calls except LHT and Office Closed.

[ Update: JAN 08, 2025 ]

—————

We can only send NMI to the user thrice(3). If the ticket goes back to your queue after the 3rd NMI, try to call the ticket thrice(3) and utilize all the information from the comment section. 

If it's still for NMI: instead of sending another NMI, tag the ticket as NC- Multiple Request for more info.

PROCESS:

1st time- LWNO(2)>NMI

2nd time- LWNO(2)>NMI

3rd time- LWNO(2)>NMI

4th time- LWNO(2)>NC-Multiple Request for more info

Note:  Unable to follow the process will be a deduction under DOCUMENTATION and DISPOSITION.

[ Update: AUG 01, 2024 ]

—————

If your first call went NMI and you did a callback, you encountered the same representative that you spoke with on your first call. If they insist that you've already tried all of the possible options on your first call, what you should do is end the call properly and tag the ticket as NMI. Base your documentation on your first call.

[ Update: JUL 05, 2024 ]

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If the representative needs the first 6 digits of the card (SavageXFenty) or the serial number (HP) to proceed with the cancellation, use LWNO. If the same information was requested on your third call, kindly tag the ticket now as RR-orange and follow this template below:

Request Review

Reason: (System issue, Number is not working)

Duration:

Agent name:

Note: Please use LWNO disposition for your previous calls with an NMI outcome. Use suspicious tagging for those tickets that went RRO only.

[ Update: JUN 12, 2024 ]

As we all know, "Incorrect Gender" no longer exists in the admin. 

If you come across with a ticket that is the opposite of your gender:

—Look for someone who can authorize your call. 

However, if you are comfortable in dialing those tickets then please do so. 

• If that doesn't work, tag it as RRO (incorrect gender) and include the correct name of the owner of the said account.

[ Update: OCT 03, 2024 ]

 You might be confused in regards with these two. Here are their differences:

Pending cancellation: the agent would send a request or submit a request of the cancellation to the other department or would just submit the cancellation—takes effect within 24 to 48 hours or few business days. (allowable days for us to tag it as SUCCESS is 1-7 business days)

—If the cancellation request would take effect for more than 7 business days then tag the ticket as RRO - pending cancellation (include the days)

—If the agent cannot provide the days when will the cancellation take effect then tag it as  RRO - pending cancellation (include that the agent cannot provide how many days it will take effect)

• Note: You need to ask 'if there's a need to call back to confirm the cancellation'

USER ALREADY SET TO CANCEL: (auto-renewal is already turned off before you called or user called via phone or set the account to cancel online)

• Note: You need to ask 'when is the last access' or 'when will it completely cancel' — regardless who turned off the auto-renewal

SUCCESS: (set to cancel during the call or turning off auto-renewal) — the date of the cancellation is set and will take effect without a need of an approval

• Note: You need to ask 'when is the last access' or 'when will it completely cancel' — regardless who turned off the auto-renewal

[ Update: OCT 16, 2024 ]

• If your ticket does not have a transaction history and the IVR has given you an option to cancel the service — proceed with an agent.

[ Update: OCT 16, 2024 ]

• If you encounter a ticket that doesn't have a transaction history and there are two active subscriptions as per the representative, what you do is tag the ticket as RRO and inform the user that there are two active subscriptions or have them update their transaction history. However, if the same ticket goes back to your queue and no changes are made, you may now go ahead and cancel both subscriptions.

[ Update: MAR 19, 2025 ]

You are only allowed to input 1 for further charge (the expected number of times the user will be billed again) if you were able to cancel the subscription, and as long as it coincides with the charges on the transaction history. If the user still needs to pay for 2 or more further charges, then don't cancel the membership and tag the ticket as NC-Commitment not Fulfilled. 

The same goes for those subscriptions that are already set up to be canceled by the customer. If they still have to pay for 2 or more charges, we tag this as NC. If 1, we can tag it as SUCCESS.

To simplify:

• USER SET TO CANCEL — 1 month maximum for the SUCCESS tagging, 2 or more months NC-COMMITMENT.

• YOU TURN OFF THE AUTO-RENEWAL — 1 month maximum for the SUCCESS tagging, more than 1 month NC-COMMITMENT.

Additionally, this also applies to those memberships with a product included with 1 payment left and the agent can turn off its auto-shipment. We can tag this as SUCCESS. If the charges are for a product and the membership charge isn't included, proceed with tagging the ticket as NC-OTP.

Note: Document the amount of the further charge(s) and how many are left.

[ Update: MAY 10, 2024 ]

—————

For commitment plans or subscriptions and for free trial accounts: Ninja will no longer need to ask for a refund but shall make sure that the user will no longer be billed again and must ask for a cancellation confirmation.

[ Update: SEP 13, 2023 ]

—————

For future billing- Ninja no longer needs to ask if they can waive it.

[ Update: JUL 21, 2023 ]

if you encounter a scenario wherein the representative says that he can't see the charges since it's under a 3rd party biller → you can tag this as NC - 3rd party biller

• PS. what if it's billed thru 3rd party but it's AC?
  — then tag as AC

• PSS. what if a phone number is given?
  — dial the number just in case we are able to have it cancelled

• PSSS. what if in 2nd call it's NMI?
  — 1st call NN in VICI, 2nd call NN in VICI and tag it as NC- 3rd party in Admin

• PSSSS. what if in 2nd call it's SC?
  — 1st call NN in VICI, 2nd call SC in VICI and tag it as cancelled in Admin

[ Update: MAR 10, 2025 ]

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If you encounter a ticket wherein it's billed thru a 3rd party biller and the representative provided a number that you can contact them: 

—Dial the number provided. 

• If it could be cancelled, proceed with the cancellation and take note of the number used for future reference.
  —1st call NC, 2nd call SC 

• If cancellation is not possible, tag the ticket as NC-3rd party biller.
  —1st call NC, 2nd call NC

FAILURE TO FOLLOW THESE PROCESSES AFTER INVESTIGATION:

—a sanction under CALL AVOIDANCE (FINAL WARNING) will be served.

[ Update: SEP 27, 2024 ]

—————

If you'll encounter this kind of scenario, please be guided with the correct process.

• Scenario 1: The representative was able to cancel the subscription and mentioned that they will send a confirmation email about the cancellation. However, the representative stated that to make sure that NO FURTHER CHARGES will occur, you need to contact Apple Pay/Google Pay/ROKU (any third party biller mentioned by the representative) since the account is billed through a 3rd Party Biller.

Process: End the call politely and tag the ticket as NC-3rd Party Biller.

• Scenario 2: The agent stated that your account is billed through a 3rd Party biller but they could cancel the ticket and provide a confirmation email/reference. The agent was able to confirm that there will be NO FURTHER CHARGES as well.

Process: Tag the ticket as Success.

[ Update: JUL 27, 2024 ]

If you encounter a ticket wherein we need to return an equipment before/after cancellation: instead of tagging it as RRO, it should be NC-EQUIPMENT RETURN REQUIRED.

[ Update: AUG 09, 2024 ]

2FA - one call

• Ninja should not initiate if the account has 2FA

• If it's suspicious (e.g. email verification, email link, link to phone number and etc.) and ask if the account has 2FA, deductions are PROBING and DOCUMENTATION.

• If code thru phone number or email (because there's no phone number attached to the account) and ask if the account has 2FA, there is a deduction under PROBING.

What to ask: "What is that for? and Am I the one who set that up?"

[ Update: APR 4, 2024 ]

• Suspended but Active and Not Cancellable should be tagged as NC Account Onhold.

• Suspended but Inactive due to non payment should be tagged as Already Cancelled.

• Suspended but active and can be cancelled, ninja should proceed with the cancellation.

[ Update: JUL 21, 2023 ]

We've made an adjustment in regards to how we tag the ticket for AUTO-SHIPMENT TICKETS

• As long as you have successfully disabled the auto-renewal, you may tag the ticket as "CANCELLED" even if the membership fee does not appear in the transaction history — as long as the charges are recurring

However, if there will be 2 or more payments left for the product, the ninja should mark the ticket as NC — one-time purchase.

[ Update: MAY 20, 2025 ] 

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Auto-shipment providers:

If you encounter order/product subscription and can be cancelled right away, then you may go ahead with the cancellation and tag it as cancelled.

Ex. The rep would say "You are subscribed to the product/order" — tagging is Cancelled.

However, if the charges are only for products/orders. Tagging is NC-OTP.

Note: Probe and clarify if the charge comes with the membership/subscription, so you can tag it correctly.

[ Update: DEC 20, 2024 ] 

_  _  _  _  _

For Auto-Shipment/Auto-Pay:

—New clause PRB20 has been added to the guidelines.
Ask if the membership fee is included in the charges or are they just for the orders/product costs/installment fees.

[ Update: OCT 22, 2024 ] 

—————

• Scenario #1: If the charge found on the transaction history consist of the membership and the product cost. And there will be one/no payment left for the installment.

Process: Turn off the auto-renewal for the auto-shipment then tag it as Success, don't forget to tick the number of times the user will be billed again and document the amount.

• Scenario #2: If the charge found on the transaction history only consists of the product cost or installment fee.

Process: Turn off the auto-renewal for the shipment then tag it as NC-OTP.

• Scenario #3: If the charge found on the transaction history consist of the membership and the product cost. But the rep stated that there will be 2 or more payment for the product (installment).

Process: Turn off the auto-renewal for the shipment then tag it as NC-One Time Purchase.

[ Update: MAY 11, 2024 → OCT 22, 2024 ]

We have to accept the full refund amount if it is available. We can decline the refund if it fits these criterias:

• You will be transferred to process/request the refund

• The refund is below $1.00

 —If the agent will only check if the refund is available (be it by asking his supervisor, someone else, or by themselves) and puts you on hold; kindly wait as they are only checking for the eligibility of the refund.

[ Update: OCT 22, 2024 ] 

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Aside from the current refund codes ( Paypal, Apple Pay, Last 4 on the ticket), Apple credit card will be added on the list. If the representative mentioned that the REFUND will be back to the APPLE CREDIT CARD, we should log the refund.

New Refund Code : Paypal, Applepay,Last-4 in the ticket and Apple Credit Card.

[ Update: JUL 31, 2024 ]

If you encounter a suspicious rep, make sure to follow the required callback before tagging the ticket as RRW—agent requiring user verification—and you have to use this template moving forward.

The agent is unable to process this cancellation without direct verification from the user. 

The representative seems suspicious; I will call back tomorrow to try again.

[ Update: APR 16, 2025 ]

—————

Since the quota is now adjusted, the number of call backs for NMI and suspicious calls are now reduced to two (2).

1st call: LWNO (NMI or CB — suspi on VICI)

2nd call: Dispose the ticket as NMI (admin and VICI) or RRW - User verification (admin and CB on VICI)

[ Update: NOV 19, 2024 ]

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We will make 3 calls if you guys encounter a suspicious agent. 2-callback ruling processes under suspicious calls by utilizing the LWNO (Log with no Outcome) on your first 2 calls before tagging it as RRW (user verification) on your 3rd call. In addition, don't forget the suspicious tagging before disposing of the ticket. PLEASE BE GUIDED. Thank you!

SUSPICIOUS CALLS EXAMPLES:

• The rep asks for the last 3 orders.

• The rep asks for an order number.

• The rep will send an email verification link.

• The rep wants to talk to the real user.

• If the representative accepts your call, but is unresponsive: wait for 2 mins before you end the call.

• If the representative accepts your call, but is unresponsive and the rep ends the call before 2 mins.

• If you were able to talk to a representative, but were put on hold and the representative ends the call before the specified waiting time (ex: specified waiting time is 15 minutes, and the rep ends the call before 8 minutes)

NOT SUSPICIOUS, so you cannot do LWNO; do a callback instead:

• If you were able to talk to a representative, but were put on hold: you have to wait for half of the specified waiting time (ex: specified waiting time is 15 minutes, so you have to wait 8 minutes before ending the call).  

The update earlier includes any provider (e.g., Weight Watchers) who has scenarios wherein the representative tells you that the only way to cancel the subscription is by directly logging in to their app or web. We have to call them three times and use the LWNO (Log with No Outcome) disposition for the first two calls. If the same scenario happens on your third call, tag the ticket as RRW—Agent requires user verification. 

Don't forget the suspicious_agent tagging before disposing of the ticket.

[ Update: MAY 14, 2024 ]

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• Any incorrect information provided by the user upon calling any provider. You are not allowed to use any search engine at all, whether it be Google, TPS, etc. However, you can try and check if there is/are another ticket(s) by clicking the user's name and checking if the information from the other ticket(s) is/are correctly provided; doing so should be justifiable.

Note: Ninja(s) who'll be caught searching or doing so will get deducted on the INFORMATION attribute.

• Tickets that you'll tag as 'suspicious agents' upon calling THREE times can now be disposed of with 'RR-White (an agent requiring user verification) by dialing only ONCE when it gets back on your queue within the SAME DAY. Ninja(s), who'll receive those tickets from ANOTHER NINJA that were tagged as 'suspicious agents," will have to dial it three times before disposing of the ticket.

—Tickets that were tagged as 'suspicious agents" today will have to be dialed three times the next day.

Note: Ninja(s) who'll be caught not doing so will get deducted on the DISPOSITION attribute.

[ Update: MAY 16, 2023 ]

• Suspicious calls

—The ninja must add a "Note" right below the 'call duration' under 'log with no outcome', according to what happened on each call.

e.g., 'the agent asked for the order number' or 'the agent asked for the last 3 orders', 'agent answered but did not respond', 'agent sending an email verification, 'agent tried to call the real user', and/or etc.

—Ninja must make 2 call backs with 'log with no outcome' tagging.

= After the 3rd call if the call was still suspicious, the ninja can now tag the ticket with 'suspicious agent' & RR-White (user verification). 

• Important information that was not asked on your first call

e.g., Ninja forgot to ask for further charges.

—First call - No need to put notation on the note section under Log with no Outcome 

—Second or last call ninja should verify everything that should be on the call flow where everything is clarified.

For the documentation in the comment section, there's no need to put anything since it can be seen on the logs.

= VICI: Success for both calls (VICI)

• Refunds for $100 and above that will go back according to the logging refund code.

—First call- No need to put notation on the note section under Log with no Outcome

—Second call or last call, once everything is verified he/she may now log the refund and document what the outcome is.

For the documentation in the comment section, there's no need to put anything since it can be seen on the logs.

= VICI: Success for both calls (VICI)

[ Update: JUL 21, 2023 ]

• If the cancellation data is incomplete and the zip code was not given by the customer, the ninjas will be allowed to search for the zip code only. Again, only when the zip code is not on your ticket.

ex. 681 Flint River Road Apt 44B, Jonesboro, GA 

—Any other information that is searched through any medium of search engine will have the ninja facing the consequences accordingly.

[ Update: AUG 28, 2023 ]

If you decide to do a callback on a certain ticket, those calls you tagged as CALLBACK on VICI will also be evaluated. If there is a deduction on that callback tagging that falls under PRF1 (The ninja must not be rude, irate, or sarcastic towards the agent they are speaking with.), the opportunity will be carried over to the latest outcome of that ticket.

SANCTION: A deduction from your daily score with an IR (please refer to the QA ZTP) will be served. Note that the first sanction of this infraction (PROFANITY) is Final Warning.

[ Update: MAY 11, 2024 ]

The chat transcript box on the admin was added by the client to keep track of every interaction we made; therefore, we must completely copy and paste all conversations from here on out.

If you were unable to copy and paste the transcript, request a reset.

—Sanctions for failing to paste your chat transcripts on the admin have been modified; aside from a deduction for Disposition, it will also include an Incident Report under Stats Manipulation.

[ Update: JUN 27, 2024 ]