Subject: IBD UPdate- Prepaid Visa Card
From: Pritish Nandi <[email-masked]>
To: "John, Ankit" <[email-masked]>, "Purwar, Aman" <[email-masked]>, "Saxena, Ankur" <[email-masked]>, "Srivastava, Rohan" <[email-masked]>, Apoorv Joshi <[email-masked]>, Junaid Ahmed <[email-masked]>, Rahul Pal <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, "Sharad sharma" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Sat, 24 Sep 2016 23:25:43 +0530 (IST)

Team, 

While auditing chats I have found some serious mistakes when we handle Prepaid Visa Card payment queries. Below is the correct process of handling those queries and needs to be implemented right away. 

1. Member comes on chat stating that he did not receive redemption email for Prepaid Visa card payment- Please follow the process of escalation after checking the details so that he could be sent a redemption email again by the Resolutions team. 

2. Member comes on chat stating he received the redemption email however the code is not working or he is unable to request the card- Please guide the member step by step if he insist or give out the article " How to Request Prepaid Visa Card ". Also you can check if he is following the process correctly and also putting the correct code. If nothing helps Then please ask them to contact the Prepaid Visa customer service by visiting the website - https://www.prepaidcodecenter.com/Login.aspx and clicking on Contact us from the top right hand side. 

3. Member comes on chat stating that he received the redemption code and also requested Physical Prepaid Visa Card and did not receive it yet- Check and see if 5-7 business days already passed. If yes- Then ask them to login to the Prepaid Visa website ( https://www.prepaidcodecenter.com/Login.aspx ) using there username and password they have selected when redeeming the card. Then they would be able to check the details under there account regarding the delivery of the card. If nothing helps Then please ask them to contact the Prepaid Visa customer service by visiting the website - https://www.prepaidcodecenter.com/Login.aspx and clicking on Contact us from the top right hand side. 

4. Member comes on chat stating that they did not receive the Virtual Prepaid Visa card after redemption- A sk them to login to the Prepaid Visa website ( https://www.prepaidcodecenter.com/Login.aspx ) using there username and password they have selected when redeeming the card and then check under - Redeem Codes to see there Virtual Prepaid Visa Card. 

5. For any other inquiries please give them either the FAQ article " Prepaid Visa FAQ " or ask them to contact the Prepaid Visa customer service by visiting the website - https://www.prepaidcodecenter.com/Login.aspx and clicking on Contact us from the top right hand side 

R egards, 
Pritish Nandi