Knowledge base » Other » FIS - Fast Track - Creating Tickets
FIS - Fast Track - Creating Tickets
- Specialists can only communicate by daytime phone number. No email communication is available
- Tickets will be acted upon within 3-5 business days.
- After verifying all contact information with the customer, note that it was verified in the ticket notes
- Never include the full credit card number on a ticket. Only include the first 4 digits and last 4 digits of the card.
- If the ticket relates to a point discrepancy where we are missing transactions:
-->verify the first and last 4 of the card used (note: the CH may have multiple cards issues by their financial institution and may have used a different
card for those transactions)
-->gather the purchase information that we are missing from the CH and include it in the ticket notes. We will need the date, dollar amount, and
name of the store where card was used
-->DO NOT send the CH back to their financial institution to look into the discrepancy
-->use exit code T2 Point Discrepancy - Log Ticket
- If the ticket relates to a problem with a gift card (incorrect balance, no balance, etc...)
-->obtain the gift card serial number and PIN
-->use exit code O3 Log an Order Issue - Log Case and problem category Damaged/Defective Item.
-->inform the cardholder not to throw away the gift card. In some instances we are able to load the card they have in possession with the correct
value. Do not set any expectation that the card will be replaced. Simply inform the cardholder that a specialist will review their ticket and they
will hear back from them within 3 to 5 business days.
- If the ticket is related to having received the incorrect gift card (ordered a Lands’ End and received a Brinker or a different gift card other than what was ordered)
-->obtain the gift card serial number and PIN
-->use exit code O3 Log an Order Issue - Log Case and problem category Miss Shipment. inform the cardholder that a specialist will review their
ticket and they will hear back from them within 3 to 5 business days.
- If the ticket is related to expired points
-->verify all CH's information
-->if redemption is granted, note the item number CH would like to redeem
-->use exit code Z2 Other - Log escalation - Log Ticket
- Tickets will be acted upon within 3-5 business days.
- After verifying all contact information with the customer, note that it was verified in the ticket notes
- Never include the full credit card number on a ticket. Only include the first 4 digits and last 4 digits of the card.
- If the ticket relates to a point discrepancy where we are missing transactions:
-->verify the first and last 4 of the card used (note: the CH may have multiple cards issues by their financial institution and may have used a different
card for those transactions)
-->gather the purchase information that we are missing from the CH and include it in the ticket notes. We will need the date, dollar amount, and
name of the store where card was used
-->DO NOT send the CH back to their financial institution to look into the discrepancy
-->use exit code T2 Point Discrepancy - Log Ticket
- If the ticket relates to a problem with a gift card (incorrect balance, no balance, etc...)
-->obtain the gift card serial number and PIN
-->use exit code O3 Log an Order Issue - Log Case and problem category Damaged/Defective Item.
-->inform the cardholder not to throw away the gift card. In some instances we are able to load the card they have in possession with the correct
value. Do not set any expectation that the card will be replaced. Simply inform the cardholder that a specialist will review their ticket and they
will hear back from them within 3 to 5 business days.
- If the ticket is related to having received the incorrect gift card (ordered a Lands’ End and received a Brinker or a different gift card other than what was ordered)
-->obtain the gift card serial number and PIN
-->use exit code O3 Log an Order Issue - Log Case and problem category Miss Shipment. inform the cardholder that a specialist will review their
ticket and they will hear back from them within 3 to 5 business days.
- If the ticket is related to expired points
-->verify all CH's information
-->if redemption is granted, note the item number CH would like to redeem
-->use exit code Z2 Other - Log escalation - Log Ticket
