Accounts

Searching for accounts

• When you are searching for the customer's account in SIO, DS24 or MM, please make sure to use tokens other than the customer's email address.

• There are times that customers may enter the incorrect email and we are trying to search for that, in turn, we inform the customer that we could not locate any account. These emails will bounce and they will be added in the Needs Attention bucket. Why? Because we sent a reply to an incorrect email address.

• So please, make sure to always check if the email address domain is accurate, search using the customer's name, or any other tokens to pull up the account.

Credit Card Number Provided in Help Scout

If you got a ticket where the customer has provided their full credit card number, please send the ticket number or the ticket link to the Training Team (Honey or CJ). This will allow us to update the customer's email and securely conceal their card information for privacy protection.