Subject: Re: Unable to Redeem Ecard- Invalid code Error
From: Pritish Nandi <[email-masked]>
To: "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]>, Swaran Swaran Singh <[email-masked]>
Date: Thu, 1 Dec 2016 02:13:29 +0530 (IST)

1) Make sure that the Member actually received their redemption email, and that their problem is with redeeming the code 
(Members who haven’t gotten their email yet would *not* be a part of this issue, and should be handled normally) 
2) Provide the Member with the following response: 
Thanks for contacting us about this! 
We are aware of a problem currently occurring on Tango’s site that is causing some difficulty for some Members redeeming their eCard. Tango has informed us that they are currently working to resolve this problem. 
We do ask that you allow time for Tango to resolve this issue in order for you to redeem your eCard. We appreciate your patience! 
3) For Members that want a specific time-frame please let them know that since the difficulty is not with InboxDollars site, we are not able to provide an exact timeframe on how long it will take to fix. 
4) ONLY for Members who persist after this point, you can tell them it may take the remainder of the business day for Tango to fix this problem or provide further details. 
5) Add the Tag “ Poss_Payment_Prob_11_30_16” to each of these inquiries (using the Macro I mentioned earlier) 
6) Do NOT escalate unless the Member is threatening 
Let me know if you have additional questions. Thanks! 

From: "Pritish Nandi[LSM]" <[email-masked]> 
To: [email-masked] 
Sent: Thursday, 1 December, 2016 01:15:21 
Subject: Fw: Unable to Redeem Ecard- Invalid code Error 

Thanks & Regards, 

Pritish Nandi 

Fisrt Line Manager 

Livesalesman 

Mobile: +91 9711265886 

Email: [email-masked] 

From: Andrew Alsdurf <[email-masked]> 
Sent: Thursday, December 1, 2016 1:08 AM 
To: Pritish Nandi[LSM] 
Cc: Susan Ramaswamy; Tiffani Downs; Stephanie Stirn 
Subject: FW: Unable to Redeem Ecard- Invalid code Error 

Pritish, 

Thanks for bringing this to our attention, we are currently investigating what may be causing this spike. 

In the meantime, please have agents tag all inquiries of this type using the following Tag “Poss_Payment_Prob_11_10_16”, which they can do using the following Macro: 

Chat Escalate/Solve::Add Tags::Possible Payment Problem 11/30/16 

Andy 

_______________________________________________________ 

Andy Alsdurf 

Member Services Representative 

[email-masked] 

Office - (651) 289-0735 

Named to Fastest Growing Private Companies in America List 2008-2010 

From: Pritish Nandi[LSM] [mailto:[email-masked]] 
Sent: Wednesday, November 30, 2016 1:22 PM 
To: Susan Ramaswamy <[email-masked]>; Andrew Alsdurf <[email-masked]> 
Subject: Unable to Redeem Ecard- Invalid code Error 
Importance: High 

Hi All, 

We have a spike here on chats where members are claiming that they are not able to redeem the Ecard codes or through the redemption link. When they are trying to claim the Ecard from the redemption link or trying to use the code directly to the Tango website, it is showing as Invalid code. 

#260756 

#260750 

#260762 

#260755 

#260769 

Please check and suggest. 

Thanks & Regards, 

Pritish Nandi 

Fisrt Line Manager 

Livesalesman 

Mobile: +91 9711265886 

Email: [email-masked]