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April Statement of Understanding - International Team
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- Employee ID*
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- Full Name (Last Name, First Name)*
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- JustAnswer Partner Site*
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- 1. If the refund request reason is due to Pserv not received, please ask the customer if you can arrange for a call at the earliest. If a customer insists on a refund, then let’s follow the refund protocol.
2. If the refund request reason is quality of the answer, then you need to try to offer another expert before moving to the refund protocol.
3. The agent needs to wait for confirmation after restating the customer's issue. "You are calling about issue x, is that correct?"
4. When an agent uses the most appropriate “Other”, “MBR Other", "CostPaymentsOther" tagging, agent should create a note on the ticket describing the issue.
5. When a customer's phone number matches our Five9 records, the agent can inform the customer that they were able to locate their account by their phone number so there is no need to verify any other verification methods.
6. Opt out and refund should NOT be processed separately. As a result, instead of two emails, the customer will only receive one. This will also reduce customer callback.
7. Make sure to verify customer's email correctly before giving out information.
All the items above have been properly discussed and I hereby confirm my complete understanding and acceptance of the contents stipulated herein.
Please select "I understand/I acknowledge" to confirm your acknowledgment.
I also understand that if I have questions regarding the topics listed above, I will consult with my immediate supervisor.
Please select "I fully Acknowledge but I have question/clarification that I need to raise" if the the topics are not clear to you.*
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- If you selected "I fully Acknowledge but I have question/clarification that I need to raise", please provide the questions that you would like to ask.*
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