LL - TSM Pending Tickets

Our goal when helping customers is First Contact Resolution, but sometimes we need to leave things pending because we cannot resolve their issue with a single email.

We make tickets Pending when:

(TSM) They are requesting a refund and we are offering an exchange

(TSM) You are waiting for their PayPal ID because you cannot refund the card on file because of an error that's not "A duplicate transaction has been submitted"

(TSM/RAD) If we are unable to locate their account to complete their request

(TSM/RAD) If we need to merge their records because they made purchases using more than 1 email address

(TSM/RAD) Login help if:

They have never logged in

This is their first login help request

They have asked for login help many times

(TSM/RAD) They left a Voicemail and you were unable to call them back but were able to send an email. (If you cannot find them and cannot email them, they remain Active)

Following up with those Pending tickets:

You should plan to work Oldest to Newest - first come, first serve. UNLESS IT'S A VOICEMAIL THAT HAS NOT YET BEEN CALLED BACK. THEY COME FIRST!

If the ticket has been Pending for more than 1 day, and the only interactions in that ticket so far have been their email and our response, it's time to send them another email or give them more time (see exchange offer info below).

Tag = call next

Note = Timezone + any additional relevant information your teammates might need to be aware of.

**NOTE** If our response to their request bounces back, they should be called ASAP to try and obtain a better email address! The ticket that informed us of that bounce, should be closed with a note that has the ticket number of the email address associated with that bounce. If that bad email address report email is related to an email we've marked as spam, note that the email address is associated with spam.

If the ticket has been Pending for more than 1 day, and they have received a follow up email, that ticket should be tagged as call next. If the timezone is one you can call, they should be called. If not, move to the next newest ticket.

Did you call? Tag = remove call next Note = Result of that call (Spoke, left vm, vm full, no vm set up, invalid, etc.)

Did you call and speak with them? = You most likely have been able to resolve the issue and that ticket should be closed unless further action is needed. (Not having time to log in right now = closed w/ detailed final response with login details and instructions)

If the ticket has been Pending for more than 1 day, they have received a follow up email, and a phone call, it's time for a Final Follow up email. This email should include what we've done to help so far, and what their options are to reach an amicable resolution.

Subject = Should now have - Final Follow Up at the end of the subject which should correctly reflect their ticket.

Examples:

- The Social Man Login Help - Final Follow Up

- The Social Man Member Happiness & Exchange Offer - Final Follow Up

If the ticket has been Pending for more than 1 day, they have received a follow up email, a phone call, and a final follow up email, it's time to consider how to Close this ticket.

The tags that were added during the first response, and along the way, will help you understand what is inside that ticket a glance.

Yes = SR: Login success

No = SR: Login Help - Follow Up/No Login + call next tag

Call Next might not be able to be done during your shift. There should be a note for that ticket that starts with their time zone which will help you know if you should open that ticket and place that outgoing call.

When we need to hear from them with their preferred email address so we can merge their memberships for TSM and RAD, the follow up should also include both email addresses so they can easily reply with their decision.

How do you know when it's time to Close a ticket that has been pending?

The easiest way is when they write back, call in, or answer when we call them, and we are able to resolve the issue at hand. Or, if they did log in after we provided them an easy path to do so.

If they do not log in:

Consider:

Have they read any of the emails we have sent them to follow up?

Are they on an active sub? Is it during the trial, or have they been billed for multiple months?

Did they log in for the first time, or log back in since they requested help?

Solutions:

If they aren't reading the emails we've sent them from HelpScout, an additional phone call during a different part of the day they were called previously may result in speaking with them and reaching a happy resolution. If they have read our email but not responded, it's time to close if login help or proceed with their refund.

If they are on an active subscription, and they aren't responding or logging in, cancel their subscription. Be sure to let them know you did this in your final email, along with their detailed login instructions again.

If they have more than 1 membership and we need to merge their accounts:

Consider:

Are they reading the emails we've sent them from HS?

Do they have any duplicate programs or subscriptions?

Is one of the email addresses an obvious typo? (.con vs .com)

Have they logged into one or both?

Solutions:

Cancel any duplicate subs, and refund duplicate program(s).

You should make their programs match in their accounts so no matter which username they use to log in, they can access the same stuff.

If the new email address is a typo you can spot, that's an easy fix.

If they are requesting a refund:

Consider:

Are they reading the emails we've sent them from HS?

Is the request to refund a subscription billing or their original program(s)?

Have they logged in and given the materials a chance?

Has it been less than a month or longer than three months?

If the order was placed more than 365 days ago, it is no longer eligible for a refund.

Solutions:

If the request is for a subscription billing (up to three), it's time to complete that request and close the ticket.

If the request is for their program(s), and they have not read our emails but they have good account activity, another phone call at a different time they were called before can help tremendously. If you don't reach them, send an email explaining why you called. If no response to those efforts is received, it's time to complete that request and close the ticket.

Remember, someone who has been billed for programs, and multiple months of a subscription, who asks for a "full" refund, gets their programs refunded and the last sub billing if that's not done yet. Any previous months are left unrefunded. Once their account is removed, they should go on the Do Not Email list, and they should be blacklisted in Sticky.io.

If you are met with a refund error that is not "A duplicate transaction has been submitted", you will not be able to get around this refund error and you need to request their PayPal ID and leave them Pending.

Errors you might run into:

Decline - This means their card issuer is preventing the refund, most likely due to a chargeback dispute that has been initiated. The customer needs to contact their card issuer to let them know we are providing the direct assistance we promise and try again once they say they have. If that error happens again, you need to request their PayPal ID and leave them pending.

The referenced transaction does not meet the criteria for issuing a credit. - This could be because of two reasons. 1, the card on file has been updated and is no longer the card used to place the order. 2, the amount of time that has passed since the transaction date. 2 happens most often when their gateway is: (21) HERO - CHA 01 - Authorize.net which has a 90-day refunding timeframe. You will not be able to get around this refund error and need to request their PayPal ID and leave them Pending until we get it.

Additional billing/refund errors can be found in the CHO tab SI Decline Reasons

No refund request ticket should be Closed until we refund or they accept the exchange.

If you are not sure about what should happen next with any ticket, please seek assistance from your supervisors or team lead.