Requesting Manual Packet

STRONG REMINDERS: Every time a customer requests a manual packet, please treat the request as URGENT!

Remember, anytime the client requests it or if we make changes to their application form, we always resend the package instructions to them. Even if you've resent the form twice more, if the customer still claims to have not gotten it, escalate the situation immediately away to Vince.

Here are some of the scenarios where we need to request a manual packet from Vince. 

1. The customer just submitted an online form but he/she hasn't received the packet instruction through his/her email. But, still not receiving it even after a second attempt. 

2. The customer requested to update his form and was advised by the agent to resend the packet. But, still not receiving it even after a second attempt. 

Note:  In certain circumstances, inaccurate phone numbers or postal/mailing addresses are to blame for customers not receiving the form. As a result, always make sure.

Here are the steps on how to escalate the ticket to Vince: 
1. INTERNAL NOTE - please use the manual macro and add the order link of the customer. Then, submit it as OPEN. 
   

2. SEND VINCE A PRIVATE MESSAGE - Tag your request as URGENT so Vince will get notified. 

3. POST ON THREAD -  post the ticket number to our Packet instruction request thread in Teams.