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This will serve as your guide MNL CS encounters an email bound error.Â
update as of 11/07/25
STEPS:
To ensure bounced emails are handled promptly and customers are contacted for alternative details, all MNL CS agents and SCSR should follow the below steps.
1. IDENTIFICATIONÂ
When an email bounces back, a task called Email Bounced Error will be created in the CS MNL task bucket.
2. TRIAGE
SCSR to check and triage the task.
3. ASSIGNMENT
SCSR to assign the task to the last CS agent (or agent from another department whose email bounced, SCSR must tag the on the task person)
4. CUSTOMER CONTACT
The assigned agent must call the customer to request an alternative email address and update records as needed.
5. ESCALATION
If the email issue persists, the agent must raise it to Systems for further support.
6. NO ACTION FOLLOW-UP
The task will remain in the pipeline under MNL - All Task. If no action is taken within 48 hours or if the agent is unavailable, SCSR must action the task directly to avoid delays.
6. MONITORING
All agents must regularly check their task buckets for any assigned Email Bounced Error tasks and act within the timeframe.
Keywords: ticket workflow, bounced email, incorrect email address, email bounced error task
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