Cashstar OIS Training August 2017

Searching for an Order by Order number Input order number and select [Search] NOTE: You may also enter additional information in the “Search for:” dialog box to access orders, such as: Customer / Recipient name Customer / Recipient email Customer / Recipient phone #

Searching for an Order using advanced criteria A search may also be performed using the “Status”:, or “Field Type:” drop down menus

Viewing Order Results # results per page Shows # of results in total Results may also be sorted by individual header. You may also mouse “hover” over the “Sender” and “Recipient” fields to display the associated e-mail address Once a search has been completed, the results are displayed. From this screen you may select the order to be reviewed

Selecting Call Reason Order # is displayed here You must select a reason for the “call” to the order before you are able to access the actual order itself. You may only select “1” reason. Chargeback/ Fraud: Portland Only Did not receive eGC: Customer didn’t receive egift Offers: Special offers that accompanied the eGC Purchasing eGC: Customer has issue making initial purchase Redemption issue: Customer is having issues redeeming eGC Research: Internal, agent is researching information from the order Return our Call: Customer is calling us back at our request Viewing / Printing eGC: Customer is having difficulty viewing / printing eGC Other: Reason noted different from available codes When complete; click [Update] to access order Add notes regarding the reason for the call, to be used for reference at a later time. These should be clear and well written to describe the situation in enough detail for a different agent to view and understand the issue.

Customer Care UI The UI is broken out into three logical components: Brand information Customer information Order information Customer Info Shows status of order Orders are “tabbed” for easy access Brand Info Order Info

View Brand Information The “Brand” segment of the UI displays all applicable brand information

Customer Information Customer name Order notifications will provide detail on the status of the order and what has been sent to the recipient Customer email address # of orders associated with the email address. This is clickable to bring up all orders for review Customer address Customer name Customer PH# # of orders associated with the phone #, you may click on this to bring up all orders for this Phone # Customer address Customer PH # Referring URL: http://www.chart-house.com/giftCards.asp URL where the customer accessed the eGift purchase Last 4 digits of CC used Address Verification Response Approval response from the bank. This is different than a CashStar approval

View Order Management History 2013-04-02 11:41:49 AM [lsomers]: Resolved: Provided Information Only  Order management history will display all notes and actions recorded for a specific order. Every time an order is accessed a timestamp and user ID is recorded. You may add additional notations at any time. Click [Add Note] to add additional notes to the selected order.

View Order Details Order # Order Status eMail address eGC was sent to Recipient name # of Orders associated with this eMail # of Orders associated with this name. You may click on this to display all orders Value of eGC Date eGC was ordered Origination URL for eGC Purchase

View Gift Card Details ! ! ! “Action” drop down eGC value Current eGC balance Select an action you would like to take with the eGC Message (if any) Send date Activation Status: Released (eGC has been sent to recipient) Initializing (eGC is in processing) NOTE: This reflects for ONE specific eGC within and Order. An ORDER may contain several eGC’s eGC # ! ! !

Action List Add a note to the order record Resend the eGC to the original email address provided Reissue the eGC to a new email address Change the recipient name Change the eGC message Change the date the eGC will be delivered Return the eGC Check the balance of an eGC Select the desired action

Add Note Notes are to be added to explain the contact with the customer. They should be concise, but give specific detail on the issue at hand and what resolution was offered. Always include pertinent details such as: # customer called in on Specific customer concern Timeline promised for resolution Follow up actions required (if applicable) When finished; click [Add Note]

Resend Gift Card NOTE: Resend simply sends a duplicate email to the original email address that was entered into the order by the purchaser. You may resend as many times as you’d like. You may also resend an eGC that has been partially used. Shows email eGC is being resent to. Confirm this is correct. Once confirming email address is corrected, click [Resend]

Reissue Gift Card test@test.com NOTE: Reissue cancels the original eGC and creates and entirely new eGC. You may not re-issue partial balances Shows the email originally entered into the order by the purchaser test@test.com Enter in NEW email address the purchaser would like to use. Add notes as applicable. When complete; click [Reissue] Select appropriate reason code for email change

Change Recipient Name Jane Doe Shows original name entered by purchaser Jane Enter revised first name Doe Enter revised last name When completed; click [Change]

Change Message Shows original message NOTE: Orders will be held for manual review if they fail the “language filter”. These orders will require a manual edit for offending words / phrases to be released. Enter revised message When complete; click [Change]

Change Send Date NOTE: Send dates can be up to one year in the future. Shows the original send date After revisions are complete; click [Change] Use the calendar drop down to select a new send date

Return eGift Card At the discretion of a supervisor, an eGC that has not been used in any part may be returned. eGC’s that have been partially used are not returnable at this time. Select: Other for the reason code. You will fill out the notes section to explain the return. Add notes specific to the reason for the return. Click [Return] when notes are completed

Update Balance Clicking [Update] will provide the updated eGC balance. You MUST click [Update] to get the most current balance, otherwise the last updated balance is shown 125.00

Close Order Once completed with the order, click; [Close] NOTE: Do not use the [Back] button to get out of an order CLOSE

Close Order Click on drop down and select reason code Add notes Customer didn’t receive their eGC Customer issue needs supervisor attention Issue was regarding a promo offer Agent viewed order for info purposes only Purchasing eGC (to be removed) Customer was having difficulty with viewing / printing their eGC Other (agent specified) Click; [Close] when completed

Addendum- Order Status Explained Initialized- Order has been placed but has not been released. This is typical of an order that has been routed to manual order review. Processing- The order is in the processing stage and should be released shortly. Released- The order is successfully processed and has been delivered. Return-Order was approved and a return was requested. We will not return an order that was created 120 days prior to the current date. Fraud- The order was canceled due to suspected or confirmed fraud Pending Hold-The order was declined in CashStar Customer Service application. A pending hold was placed on the card holder account, depending on the banking institution these fall off the account in 2-3 business days. Some banks require up to 30 days.