Inbound Billing Queue

Tier 1 Billing Inbound Call Flow

1) Brand Opening and Gather RID:a. “Thank you for calling OpenTable, my name is _____________”b. “May I have your Account Number, please?”

2) Gather Contact Information:a. “While that’s loading, may I have your first and last name?”b. “and your position at the restaurant, (NAME)?”

i. If not in contact list, gather e-mail address:1. “Do you have an email address used for restaurant

business?:”3) Verify Address of restaurant:

a. “Alright, and I’m showing your restaurant at (ADDRESS), is that correct?

4) Use name of caller and begin troubleshooting issue:a. “Thank you, (NAME), how can I help you today?”b. Load RID in FBT Inbound Toolc. Assist customer following standard proceduresd. If issues are Statement or Invoice related, be sure to direct caller to

OTR account to view and download itemse. If FBT shows a past due balance, offer to Transfer to Tier 2 Billing to

make a payment.5) Offer additional assistance:

a. “Is there anything else I can help you with today?”6) Offer survey and Brand Closing

a. “Once again my name is ______________. You may receive a brief survey regarding this call. We’d appreciate any feedback or suggestions you might have.”

b. “Thank you for choosing OpenTable. Have a great day.”

Inbound Billing Queue

Tier I Billing Enquiries

Billing Cycle

- When will I receive my invoice/statement?

Invoices are sent via mail to the Billing Address listed in our system, by the 9 th or 10th of the month.

Invoices are also available on OTRestaurant.com, viewable by the 12th of the month

What are the payment method options?

US Billing:

Auto-Pay: Payments can automatically be pulled directly from the bank account or credit card on a monthly basisCredit Card or ACH: Payments can be processed over the phone (via a Tier II Billing Agent)Check: Send to Appropriate Lockbox depending on Territory

OpenTable Payment LockboxP.O. Box 8395Pasadena, CA 91109-8395

-OR-

OpenTable Payment LockboxP.O. Box 671198Dallas, TX 75267-1198

CANADA payments are mailed to:

Payment LockboxP.O. Box 9705, Postal Station A

No-Shows / Covers Disputes

- A Diner didn’t show up to their reservation/booking

You may process your restaurant’s no-shows on your ERB or connect system within 48 hours of the missed reservation.

US Billing:

If it’s beyond the 48 hour window, please call Support (1-800-673-6822). Support can enter the no-show in the system

If invoice has already been received, refer customer to OTrestaurant.com for information on the disputes process. Transfer to Tier II if further explanation is required.

Action: If Escalating via SR, hand ticket to assigned Billing Rep, or “BR” for follow-up.

Dining Cheques

- What are Dining Cheques?

Dining Cheques are awarded to diners as part of our Reward System for booking reservations thru OpenTable. Customers who use Dining Cheques are considered Power Diners because they dine out frequently. If you received a Dining Cheque from a diner, you may deposit it in your checking account at your bank.

If, for any reason, your bank will not accept it, please simply send it directly to us and we will post it as a credit to your account.

1) Please note your restaurant’s NAME and ACCOUNT NO. on the back of the Dining Cheque

2) Send to:

US Billing:OpenTable, Inc.Attn: Consumer CorrespondentOne Montgomery St, Suite 700San Francisco, CA 94104

Canada:OpenTable, Inc.Attn: Consumer CorrespondentPO BOX 9705Postal Station AToronto, ON M5W 1R6

- Am I obligated to accept Dining Cheques?

Yes, accepting diningcheques as a form of payment from a diner is part of your OpenTable contract. Please keep in mind, diners who choose to use their dining cheques at your restaurant are highly valued patrons, as they are considered Power Diners because they dine out frequently.

Invoice/Statement Requests

- I would like to request a copy of my invoice/ statement [from May 2012 and onward]

US Billing:

If customer is requesting invoices within last 12 months they are available and can be sent via email or fax.

If unable to retrieve send an SR with email address or fax# to the assigned BR bucket.

- Invoice Processing Script

While I process your request, may I also inform you of your option to pull invoices online thru Restaurant Center @ OTRestaurant.com? This is a valuable feature which can be utilized if you misplace your invoice or statement and need to retrieve a copy when the Billing Department isn’t available.

I don’t believe I have login credentials set up OR I am not aware of OTRestaurant.com

In order to create a new OTR account, go to OTR. Request login/account. You will need a copy of an Invoice (Not Statement), with the current “Rep Initials”. Rep initials generally refer to the AE assigned, however they are not always accurate. If an error is received when submitting OTR setup form, it may be due to the “Rep Initials”. Escalate to T2 Billing to assist in creating account.

- I am already set up on OTRestaurant.com / Restaurant Center and I am not able to access my invoice(s)/statement

“Yes, I can submit your request to our Tier II Billing Department:”

ACTION: Create SR in ROMS and hand to the assigned BR Bucket- Did you receive my payment?Last Payment information is available in the FBT, if unclear, escalate to T2.

When To Escalate ToTIER II BILLINGAGENT via PHONE TRANFER

I would like to make payment directly over the phone

I have a query on how much I have been charged per cover/for my special offer/for my subscription OR I have an issue with my Auto Pay

My ERB/OTConnect is not working OR My account is Locked Out

-Check ROMS to see Status:

-If Status is LOCKED OUT(highlighted below),

US Billing:

- transfer directly to TIER II Billing Rep

When To Escalate To TIER II BILLING Via SR

What am I being billed for? OR I would like an explanation of products/services

- Transfer to Tier II via phone if it’s an Inbound call

I would like to request a copy of my contract, Credit Memo, or Payment History

- Retrieve Fax or Email and hand to Assigned Billing Rep

I would like to request a copy of my invoice / statement

- US Billing o If Invoice can not be retrieved from OTR, SR should be sent to assigned BR

When To Escalate To TIER II Jake Anderson

I am the new owner of the restaurant OR There has been a change of ownership

- The following information should be retrieved and noted in the SR:o Date of Ownership Changeo Name of New and/or Old Ownero Contact info for new and/or Old Owner

Phone # and E-mail Address

When ToTransferTo TIER I TECH AGENT

How do I use OTRestaurant.com (Restaurant Center)?

OTRestaurant.com is a valuable tool for your restaurant. If you do not believe you have been set up with an account or have been given login credentials, please call support who will set you up 1-800-673-6822

My ERB/OTConnect is not working OR My account is Locked Out

-Check ROMS to see if status is LOCKED OUT

-If status is ACTIVE or TERMINATED, transfer to TECH TIER I

-If status is LOCKED OUT, transfer directly to TIER II BILLING

I would like to terminate my OpenTable Service

Use Termination Template and hand to Jake Anderson

How to Locate and Send Invoice Requests:

1) Login to FINANCE BILLING TOOL and Select INBOUND CALLS:

2) Search for the restaurant by either the Name or RID, Select the Restaurant from the list, Click Search

If you are searching by the Name, the Tool will auto-populate a list of sites to choose from. Make sure you have the correct restaurant by either matching the RID, Address, or Location. As shown in the example above, you will notice there are 5 different entries for Drunken Fish, we would want to select the appropriate location.

3) Once you have loaded the correct restaurant, you will be able to view the Outstanding Invoices Tab, which will show all Current charges due.

4) Next, login to OTRestaurant.com (Restaurant Center)

5) Enter the RID into the search field to load up the Restaurant

6) Select the Statements option under the Billing Tab:

7) Select the Month of the Requested Statement from the Pull Down Menu:

8) Select the appropriate Statement to Download to your Desktop:

9) Locate the Amount of the Invoice:

10) Confirm the Amount on the Invoice MATCHES Amount in FBT :

11) To Send the invoice, use theEmail tool in FBT:

12) Insert the appropriate Subject line and E-mail script from the Templates on the next page.

13) Select Browse, and locate the downloaded PDF statement you selected:

EMAIL TEMPLATES:

US OpenTable Accounts:

SUBJECT: YourOpenTable Invoice Request | [REST NAME and RID]

BODY: Please find your attached invoice request.

If you have any questions, please send an email to billing@opentable.com or call us at 866-941-8494.

Thank you for using OpenTable,

The OpenTable Billing Team

PAF:

SUBJECT: YourOpenTable Invoice Request | [REST NAME and RID]

BODY:

Attached is a payment authorization form. Please fill it out and fax it back to us at 415-267-0936 to update your payment method.

Please contact us at 866-941-8494 or billing@opentable.com with any questions or concerns.

Thank you,

Jason - OpenTable Billing Dept

Outbound calls for US Billing

1) In Nexxphase, select Research for OT Collections, hit Submit. This will put you on research.

2) In Finance Billing Tool, hit GO to pull call.

3) Copy account number, if applicable, into Techpage, search.

*If the account number starts with FS, you will need to search differently:

* In the Techpage, click on the OpenTable logo in the upper left hand corner, then click on Advanced Search, and paste account number including FS into the GP Account ID field. Search.

4) Review ALL SR history to check for Billing Issues. (ie PIR (payment information received) and/or if there has been a call within the last 3 days

*Whether they called us for billing purposes or we called them for billing purposes. If there is a call within the last 3 days or PIR, flag the call. Also, if there are any SR’s that says Bankruptcy, Chapter 11, or “account has been put into administration” you will ALWAYS flag these.

FLAGGING: In the Details section of the Finance Billing Tool, put in details of why you are flagging, ie: 3 day rule, PIR, bankruptcy. Select disposition as No Answer, Flag.

5) When you have determined that you can call, click Create New SR in Techpage, select Phone Outbound as Call Type, select Contact Problem Reason 1: Billing, Contact Problem Reason 2: Past Due Call. Reason for Call: Past Due/

6) Before making the call: Hit End Work Item in Nexxphase, to end your research, click Home Page, then Outbound Calls for OpenTable.

Call Flow Outbound Billing

VOICEMAIL:

If you get the AP/Mgr/GM’s voicemail:

“Hello, this is ____ calling from OpenTable.. I’m calling regarding (restaurant name) account with us, account number xxxx. It seems that this account has open invoices. Please contact the billing dept at 1-866-941-8494 to resolve the issue.”

If you get a general voicemail or are not sure whose voicemail it is:

“Hello, this is ____ calling from OpenTable. I’m calling regarding (restaurant name) account with us, account number xxxx. I’m calling regarding a billing issue. Please contact the billing dept at 1-866-941-8494 to resolve the issue.”

IF YOU GET CONTACT:

1)“Hello, this is ____ calling OpenTable, can I speak with whoever handles your Accounts Payable?”

If not available: “Can I leave a msg with you?” Gather first name of person you are leaving message with, leave this number: 1-866-941-8494, saying you are calling about a billing issue. We can only give details to a manager or higher.

If available: Gather first/last name, direct phone number, if applicable, and email address: “Hello this is _____ calling from OpenTable, I’m calling because there are some past due invoices on the account and we were wondering if payment had been sent for these. Do you need the invoice numbers?”

2) Give all info available, ie: invoice numbers, dates, amounts of invoices.

3) Ask if they need them faxed or emailed over, gather fax or email info

4) If payment info is given, gather check number, amount of check, date sent and what invoices are covered with payment. Notate PIR in Reason for Call.

Examples of SR’s:

Reason for call: past due call/no answer/lftmsg/PIR/made contact/invoice request

Notes: obmoi – called xxx-xxx-xxxx spoke with ____. He said he needs the past due invoices, please send invoices to noemail@email.com or fax - xxx-xxx-xxxx

If call was resolved:

Notes: obmoi – called xxx-xxx-xxxx and lftmsg with ____.Notes: obmoi – called xxx-xxx-xxxx and spoke to ____. He said pymt was sent on xxxx for xxxx on check number xxxx.Notes: obmoi – called xxx-xxx-xxxx and there was no answer.

IF NO ANSWER:Select disposition as no answer, save call.

FINISHING YOUR SR:

1) Finish notes as appropriate in Finance Billing Tool, select appropriate disposition. Note: select Left Message only if you left a message on a voicemail, select Made Contact with Non AP if you left a message with someone at the restaurant.

2) Copy the notes from the Finance Billing Tool into the Techpage (ROMS), finish Reason for Call. Hit Save Changes.

3) Copy SR number, click Close SR in Techpage (ROMS).

4) Go back to Finance Billing Tool, paste SR number into appropriate field, click Save. Be sure to save any contact information you gathered in the Techpage and in the Finance Billing Tool.

SAVING CONTACT INFO

If contact info was gathered for AP, this information needs to be saved in the Finance Billing Tool on the right hand side where you can edit the phone number, name and email address. It also needs to be saved in the Techpage (ROMS), under Contact Info. This is the blue box that pops up when you hover over Other and click on Contacts.

Additional Notes to Remember:

* All Outbound Calls must be set as a NEW SR, even if there is an existing Billing SR open

US BILLING COVERS DISPUTES

If the AP that you are talking to says they need to do a covers dispute, or says that they were billed for covers (people) that didn’t show, and it has been more than 48 hours from the reservation time, please direct them to go through the End of Month Covers Dispute Process of sending via e-mail or fax to Accounts Receivable.