Subject: [Training Update] - Payments
From: CS Training <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Date: Fri, 12 Jul 2019 15:15:03 +0000

Hi all,

Based on the COMMS we sent out today, the Payments module has been slightly updated as the topic Compromised Accounts has been added.

On the added slides we give the agent now an overview of how to deal with cases if the customer claims suspicious activity on their account – such as:

  *   Tickets are relisted without their approval

  *   Personal details are changed without their approval

  *   Payment was made to a different payment method without their approval

  *   Password on their account was changed without their approval

These cases will need to be escalated to Payments after sending the customer an email to confirm the case will be passed on to the relevant department.

The above has now been updated on the OLS.

Please confirm you have read and understood the update – should you have further questions on this, please do not hesitate to get in touch! 😊

Kind regards,
Cian