COM SOU - 2/3/2026 Process Update: FTC Inquiry Handling Guide

COM Agent Acknowledgement and Sign Off: 2/3/2026 Process Update


A red asterisk (*) indicates required questions.

  1. Employee ID*


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


  1. I am directly reporting to:*
    Maria Althea Adrea Lopez
    Arwin Tio
    Christopher Zam Carlos
    John Paul Alberto
    Jayson Santos
    Estefan Doctor
    Rocelyn Molinyawe
    Leonardo Terrenal
    Romina Tan
    Edilberto Failano Jr.
    Ian Kris Inguillo
    Arnold Manalansan
    Camille Posoga
    Maria Krissel De Paz
    Michael Angelo Mesa
    Iris Lerios
    Katherine Ann Morales


  1. The update was discussed to me by:*
    Maria Althea Adrea Lopez
    Arwin Tio
    Christopher Zam Carlos
    John Paul Alberto
    Jayson Santos
    Estefan Doctor
    Rocelyn Molinyawe
    Leonardo Terrenal
    Romina Tan
    Edilberto Failano Jr.
    Ian Kris Inguillo
    Arnold Manalansan
    Camille Posoga
    Maria Krissel De Paz
    Michael Angelo Mesa
    Iris Lerios
    Chuck Edward Mananquil
    Cheene Pagatpatan
    Sheryl Coros
    Annie Rose Gutierrez
    Katherine Ann Morales
    Delma De Rojo
    Sammy Aninon


  1. The update was discussed to me on (mm/dd/yy):*


  1. SOU Topic:
    Process Update: 2/3/2026 Process Update: FTC Inquiry Handling Guide

    I hereby confirm that I have read, understood, and acknowledge the updated process regarding handling customer inquiries related to the Federal Trade Commission (FTC) as outlined in the FTC Inquiry Handling Guide released on 2/3/2026.

    I understand that:
    • Questions about the FTC or related topics are outside my normal support scope.
    • Inconsistent or unsanctioned responses can create legal risk for both myself and the company.
    • I must stop engaging on the topic if a customer raises any FTC-related question.
    • I must use only the approved language verbatim and refer the customer to the designated email: matter-inquiries@justanswer.com.

    I must not:
    • Rephrase the message
    • Add context or explanations
    • Confirm or deny anything
    • Share personal opinions or assumptions

    I acknowledge that the approved customer service response is as follows:

    Phone, Chat, or Email:

    “I’m not able to help with that topic. For questions related to this matter, please contact: matter-inquiries@justanswer.com.”

    ------ That’s it. No follow-ups. No variations. ------

    Chat Spiel:

    /FTC
    "I’m not able to help with that topic. For questions related to this matter, please contact: matter-inquiries@justanswer.com."

    Email Canned Response:
    Path: COM FTC >>FTC
    "I’m not able to help with that topic. For questions related to this matter, please contact: matter-inquiries@justanswer.com."

    See more information here:
    https://justanswerkb.zendesk.com/hc/en-us/articles/43203907712653-2-3-2026-Process-Update-FTC-Inquiry-Handling-Guide

    By acknowledging this statement, I commit to following this procedure strictly and to reach out to my supervisor if I have any questions or need clarification.

    ----------------------------

    Please select "I understand/I acknowledge" to confirm your acknowledgment.

    Please select "I fully Acknowledge, but I have question/clarification that I need to raise" if the topics are not clear to you.
    *
    I fully acknowledge
    I have question/clarification that I need to raise


  1. If you selected "I have question/clarification that I need to raise", please provide the questions that you would like to ask.*




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