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    Can't Find Card in CCA and Closed Status

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    victoria joy pataueg
    The document outlines a decision tree for customer service representatives to follow when a customer's credit card status is closed. It provides steps to check for replacement cards, investigate potentially fraudulent activity, place holds on cards, and advise customers on next steps depending on the specific closure reason and card details. The goal is to determine the reason for the closed status and resolve any issues while guiding the customer through the appropriate process.

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    © All Rights Reserved
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    Can't Find Card in CCA and Closed Status

    Uploaded by

    victoria joy pataueg
    13 views2 pages
    The document outlines a decision tree for customer service representatives to follow when a customer's credit card status is closed. It provides steps to check for replacement cards, investigate potentially fraudulent activity, place holds on cards, and advise customers on next steps depending on the specific closure reason and card details. The goal is to determine the reason for the closed status and resolve any issues while guiding the customer through the appropriate process.

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    The document outlines a decision tree for customer service representatives to follow when a customer's credit card status is closed. It provides steps to check for replacement cards, investigate potentially fraudulent activity, place holds on cards, and advise customers on next steps depending on the specific closure reason and card details. The goal is to determine the reason for the closed status and resolve any issues while guiding the customer through the appropriate process.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    13 views2 pages

    Can't Find Card in CCA and Closed Status

    Uploaded by

    victoria joy pataueg
    The document outlines a decision tree for customer service representatives to follow when a customer's credit card status is closed. It provides steps to check for replacement cards, investigate potentially fraudulent activity, place holds on cards, and advise customers on next steps depending on the specific closure reason and card details. The goal is to determine the reason for the closed status and resolve any issues while guiding the customer through the appropriate process.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    You are on page 1of 2

    Closed Status

    Is the Card a
    replacement card?
    NO
    Yes

    Check the Comments tab in


    Ask the customer if they CCA to see if there is any
    requested a replacement card additional information about
    before why the card is closed.

    End of
    Did the customer request for
    Process
    a replacement?

    Yes NO

    Advised that the card is an old Verify if the card is an Amex BOL
    card and has been replaced Product
    already. Provide specific
    timeframe if available in the
    comments.

    Verify of the card is an Amex BOL


    Product. If so explain that the card
    End of may have been compromised
    Process

    Raise a case to investigate the


    issue; select "E-Comm" as the
    Case Type and "Fraudulent Order"
    as the Queue.

    Give the case number to the


    customer and advise them that
    they should be contacted within 3-5
    business days.

    End of
    Process
    Can’t find card in CCA

    Ask for the phone number


    and website at the back of
    the card

    Did you find a


    Yes match?
    No

    Ask for the serial Let the customer know


    number/van 16 at the back they've reached the wrong
    company. Ask the customer
    of the card or in the receipt
    to hang up and call the
    number on the back of their
    card.
    Did you find a
    Yes match?
    No

    Place the card on hold Raise a case for


    consumed cards.

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