LL - Handling Recharge Notices for duplicate subscriptions

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  • 1st - in HelpScout change the ticket to the customer (using the change customer feature) so that it becomes part of their record.
  • Next, check in recharge to see if this customer has a duplicate subscription or a duplicate account.
  • If so, please notify the customer to clarify what they intended to order. See saved reply: Duplicate Subscriptions (Recharge Notice).
  • Make any necessary changes to the orders/subscriptions. 
  • Follow up with the customer if you don't hear back from them.
  • Last, please note your findings/actions/resolutions on the ticket 

These tickets will be tagged "recharge" and copied into the recharge notices folder in helpscout - and audited by the fulfillment coordinator.

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