t-Pro

General Information:

• If the case will be escalated to t-Pro Escalations Team, we MUST inform the customer that he/she will be communicated through email.

• We need to verify/confirm the email with the customer -that he will receive the feedback on- and add it to the Customer Email Section on the form.

• We need to check the comments on BOA before submitting the t-Pro Escalation Form to avoid duplicated cases, we can also check t-Pro Escalation Tracker throughout this link to avoid any duplications

• The valid cases that should be transferred to t-Pro Escalations team is any case related to the subscription, benefits, renewal, subscription cancellation and subscription refunds (DO NOT TRANSFER ANY CASE RELATED TO THE NORMAL FOLLOW UP CASES, we should follow our normal process).

• In case of the double deduction, we will send the case to Refund and validation and in case of fraud cases (customer caliming that someone else created the t-pro account) direct the customer to send an email to customer care.

• Please DO NOT transfer any case to t-Pro Escalations Queue on salesforce, we only submit the form.

• Pro isn’t available on the web version - only the app

•  The Benefits can be used in combination with other ongoing promotions or offers unless specified in the customer's FAQs or explicitly not allowed.

• t-Pro Kuwait: For Order/Delivery Complaints, we will follow the same VIP SOPs without the additional compensation