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Account Support Process – Credit/Refund Investigations

Outcomes

List the Overall User Process for Credit Notes / Refunds

Provide step by step process on SSS to facilitate checks

Provide step by step process to log an investigation for Credit Notes/Refunds

List the Account Support Process

List the Escalation Process

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Check to see if a credit/refund

investigation for the same query has

already been finalised

Check to see if a credit/refund

investigation for the same query has

already been logged

Log a credit/refund investigation via SSS including as much

detail about the query as possible

Advise the customer that he/she will receive an SMS indicating that

his/her investigation has been logged and that he/she will receive

communication via telephone or SMS from the Accounts Support

team regarding his/her query within 3 working days

Provide Customer with reference

number

User Process

Care must be taken that a credit/refund investigation is logged and not processed

Note that if you process a credit note, it will not go to the Accounts Support team for investigation and will escalate to your line manager for authorisation

Advise the customer that his query has already been logged and will be

attended to (Refer to Escalation process)

After having performed First Call Resolution and concluded that you are unable to assist the customer any further:

Provide the customer with details of query resolution (can be checked on ticklers as well as the credit note/refund tab).

YES

NO

YES

NO

• On the intranet page, go to CRM and click on Service (SSS).• Remember that the system might request that you log into SSS using your SSS log in details

Step by step process to facilitate checksA. Has a query been logged

• Click on Customer Profile (see black arrow).

• Insert the MSISDN or Account number into the Terminal field (black arrow)

• Click on search (red arrow)

• Click on SSS (black arrow).

• Click History (see black arrow).

• View of the history page (screen 1)• Scroll down in order to view the full history (black arrow indicates place that controls

scrolling• View of history page (screen 2) after scrolling down

Screen 1

Screen 2 (after scrolling down)

• Click Credit Notes/Refunds tab as shown below (see black arrow).

B. To view a credit note or refund

• This will provide a historic view of all credit notes processed• In order to view the details of the credit note – click on select (black arrow) –

this will open the credit note details• Note that you MUST view ticklers in order to get more details with regard to

the entire query

• On SSS click on subscriber Info

Logging a credit / refund request on SSS

• Scroll to the bottom of the screen (blue arrow – screen 1)

• Click on Continue (as indicated by the black arrow on screen 2)

Screen 1

Screen 2

• Select the cell number (as indicated by the red arrow on screen 1)• Click add (black arrow – screen 2). The number you want to log the request on will now appear on the

right• Now click continue (green arrow – screen 2)

Screen 1

Screen 2

• Click on the drop down arrow on the right of the account tab (blue arrow).

• Look for the credit required tab on the left column and click on the tick box next to it(see black arrow)

• Once you have ticked the box on the right of the heading credit required, click on Create Tasks (see black arrow).

• Click Edit.

• There are now various fields that need to be filled• Ensure that date from and date to are filled using the calendar on the

right side of the field (blue and red arrow).

• The Description field MUST be filled with as much relevant detail as possible

• Once details are filled in under description – you need to select the reason code for the credit required request from the drop down menu under credit required (see black arrow).

• Each request now allows you to insert an attachment• Note that the document you wish to attach has to be stored on your PC, you then click on browse and the

system will allow you to locate the document and attach it to the request (black arrow)• Once attached you click on next (green arrow). If you have no attachment then go ahead and click on next

straight after the credit required selection

• Provide the customer with the request number to use as a reference.

• Click Yes if you would like to capture more requests and NO if there is no more requests.

The credit/refund request is received in the Accounts Support queue via SSS

The query is automatically re-directed to an Accounts Support

agent for further investigation

If the credit/refund investigation is not valid, the Accounts

Support agent will not process the investigation and will contact

the agent that logged the request prior to contacting the

customer for validation.

Accounts Support agent will process the request and the

customer will be contacted via SMS / a call or an email within 3

working days

Depending on the rand value, the credit request will either be

escalated to the department manager for approval or go

directly to Finance for allocation to the customers AAPC account.

The refund will be processed, sent through for approval and will then be sent to the client’s

bank account

If the credit/refund investigation is valid:

Account Support Process

Escalations

Escalations can be sent via email to Client

Account Queries

Note that escalations should only

be sent if the investigation turn-around

time (3 working days)

has been breached

Any inappropriate escalations

will negatively affect the turn-

around time on all queries as agents will need to attend

to these escalations

Please do not use the escalation process:• When a

query is still within turn-around time

• At the same time a query has been logged in the hopes that it will be processed quicker

If an escalation has been sent to Client Account

Queries and it has exceeded the turn around time of 3

working days then an email should be

sent to the team manager,

thereafter to the manager of the

department (only if not dealt with by

the team manager)

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