June Statement of Understanding - International Team Feb. '24
Name: 


A red asterisk (*) indicates required questions.

  1. Employee ID*


  1. Full Name (Last Name, First Name)*


  1. JustAnswer Partner Site*
    UK
    DE
    ES
    JP
    JP CSI


  1. • Agent must log in to QMG and review previous week’s audits every week.
    • Agent will need to go through customer’s question page to check PII and mask if there’s any.
    • Agent must be able to tell the difference between refund and voided charge and explain them to the customer. If any doubt, agent should ask TL for clarification.
    • When agent refund or/and cancel the charges, agent should advise customers that they should be receiving both email and text confirmation if both email and mobile/cell number are registered with us, if possible request phone number prior to cancel or refund so that customer does receive SMS verification.
    • Agent understands that FER stands for First Email Resolution. We would like to try our very best to resolve customer’s issues in the first email we received and this can only be achieved by not skimming or assuming, but reading through the full email, lets take our time to get it right the first time so we are not creating extra work for ourselves or peers and providing world class customer care.
    • Agent understands that our target value of our FER (First Email Resolution) is above 75%.
    • Agent understands that our target value of our email SL (Service Level) is above 80%.
    • Agent understands chargeback is a process of disputing a credit card transaction, and JA aims to prevent customers from filing such disputes with their banks as this can result in banks not approving our transactions.
    • Agent chooses the right reason for refund which is in sync with the customer issue, other should rarely be used if at all
    • Agent shares the correct TAT for refund depending upon the type of refund process (voided, authorization reversal, normal refund)
    • The agent should follow the correct process for MBR cancellation when there is a declined MBR. The CC shouldn't be removed anymore, but instead click and save on revoke again to stop the retry attempts.
    *
    I understand/I acknowledge
    I fully Acknowledge but I have question/clarification that I need to raise


  1. 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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