1. Cashstar OIS Training
August 2017

2. 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
Customer / Recipient phone #

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

4. 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 address
Once a search has been completed, the results are displayed. From this screen you may select the order to be reviewed

5. 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.

6. 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

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

8. Customer Information Customer name
Order notifications will provide detail on the status of the order and what has been sent to the recipient
Customer address
# of orders associated with the 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:
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

9. View Order Management History
: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.

10. View Order Details Order # Order Status eMail address eGC was sent to
Recipient name
# of Orders associated with this
# 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

11. 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 #
! ! !

12. Action List Add a note to the order record
Resend the eGC to the original address provided
Reissue the eGC to a new 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

13. 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]

14. Resend Gift Card
NOTE: Resend simply sends a duplicate to the original 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 eGC is being resent to. Confirm this is correct.
Once confirming address is corrected, click [Resend]

15. 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 originally entered into the order by the purchaser
Enter in NEW address the purchaser would like to use.
Add notes as applicable.
When complete; click [Reissue]
Select appropriate reason code for change

16. 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]

17. 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]

18. 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

19. 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

20. 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

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

22. 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

23. 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.