Subject: FW: [Wiki Update] - Rejected at Gate - Reason to use when wrapping up after proof is requested
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Virat Joshi <[email-masked]>, Jana Garbe <[email-masked]>
Date: Wed, 3 Apr 2019 14:42:12 +0000

Hi all,

Due to an influx of wrong escalations to the TL queue as part of the RAG, we have now added extra information on the Wiki in the process of wrapping up after asking for proof.

Agent asks the buyer to provide proof of RAG:

  1.  Agent sends relevant blurb to ask for documentation the buyer received

  1.  As per process, the agent is now asked to wrap up the case and has to select a reason why - here, the agent must select "Buyer did not respond to a request for proof email"

  1.  After selecting the reason the agent will be able to leave the case and submit the CIAN note

Limerick, Taiwan: https://ols.talentlms.com/unit/view/id:3391
India, South Africa, Romania: https://ols.talentlms.com/unit/view/id:3758

Please make sure all agents are aware that this reason code is to be used after the agent asked a buyer to provide proof of RAG.

Kind regards,

Jana Garbe
Training & Quality
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