Account Past Due (Exception)

If an account is past due (when it is showing as Exception in admin) the user will need to update the billing information for the account before they will be able to log in and view any data.  When they attempt to log in the site will bring up the credit card page for them to change the card on file to get the account up and running again.

If the user has already tried that, but the system would not accept the card, then before escalating to Billing to ask if the card they are entering is a Pre-Paid Credit Card. If yes, you will need to explain to the user that the TeenSafe system will not accept this card and they will need to try an regular credit or debit card.

If the card is not a pre-paid card and it will not accept, the ticket will need to be escalated to Billing.

 

Note Template Used

Caller Name:

Email on Account:

Phone Number:

Customer Request:

Card Type (Prepaid or not, visa, mastercard, Amex, Discover, etc):

Resolution:

Agent Name: <your name>

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