Data policy and delete info process – Simple Doc Filings

As we all know, we have different refund procedures per industry. However, we adhere to the same process when it comes to our privacy policy and deleting customer personal data.

Here are a few situations where we need to delete a customer's data from our database:

1. The customer demanded a complete refund and the removal of his personal information from our database since he believed we were a government website.

2. We continually contact the customer by email, text, or phone and don't want to be bothered again. He thus wishes to remove his data from our database.

3. The customer said that he will file a complaint to Better Business Bureau (BBB) if his personal information will not be deleted from our system.

PRE-TSA

To delete the customer's information, please follow the steps below:

1. DELETE INFO ONLY (Order is in progress/completed/Invalid KTN)

You may search DELETE macro on Zendesk and make sure to update the brand. You may also ask the customer how he/she wants to proceed with his/her order. If he/she wants to cancel the order, you may proceed with STEP 2. Submit as PENDING.

2. REFUND + DELETE INFO

If the order is IN PROGRESS and the customer requested to cancel or refund his order, you may combine the 2 macros below and submit the ticket as PENDING. DO NOT UPDATE THE ORDER APP.

If the customer agreed with the 50% refund, use the ACCEPTED macro then escalate to Chrissy. [DO NOT UPDATE THE ORDER APP]
If the customer insisted to have a full refund, use the UPSET macro then escalate to Chrissy. Update the order app to ISSUE/WAITING FOR REFUND.

Then, choose the applicable macro for internal note, then submit the ticket as OPEN.

If the order is COMPLETED/SUBMITTED and the customer requested to cancel or refund his order, you may combine the 2 macros below, then submit the ticket as PENDING.
(Right-click here to see a sample ticket)

Then, choose the applicable macro for internal note, then submit the ticket as OPEN.

3. DELETE INFO (Order is refunded)

This usually happens when the order has been refunded already and the cx came back requesting to delete his/her personal information as well. In this case, you may use the delete macro and submit the ticket as SOLVED with the assignee order refunded.

IMPORTANT REMINDER!

After you send the refund macro or escalate the ticket to Chrissy, copy the ticket # then paste it by replying to our DELETION OF INFORMATION THREAD.

Example:

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

GLOBAL ENTRY/NEXUS/SENTRI

To delete the customer's information, please follow the steps below:

1. DELETE INFO ONLY (Order is in progress/completed/Submitted/Cx took over/Invalid KTN)

You may search DELETE macro on Zendesk and make sure to update the brand. You may also ask the customer how he/she wants to proceed with his/her order. If he/she wants to cancel the order, you may proceed with STEP 2. Submit as PENDING.

2. REFUND + DELETE INFO

If the order is IN PROGRESS and the customer requested to cancel or refund his order, you may combine the 2 macros below and submit the ticket as PENDING.

If the customer agreed with the 50% refund, use the ACCEPTED macro then escalate to Chrissy. [Update order app> Issue> add note> note - offered 50% refund.
If the customer insisted to have a full refund, use the UPSET macro then escalate to Chrissy. Update the order app to ISSUE/WAITING FOR REFUND.

Then, choose the applicable macro for internal note, then submit the ticket as OPEN.

If the order is COMPLETED/SUBMITTED and the customer requested to cancel or refund his order, you may combine 2 macros below, then submit the ticket as PENDING.

Then, choose the applicable macro for internal note, then submit the ticket as OPEN.

3. DELETE INFO (Order is refunded)

This usually happens when the order has been refunded already and the cx came back requesting to delete his/her personal information as well. In this case, you may use the delete macro and submit the ticket as SOLVED with the assignee order refunded.

IMPORTANT REMINDER!

After you send the refund macro or escalate the ticket to Chrissy, copy the ticket # then paste it by replying to our DELETION OF INFORMATION THREAD.

Example:

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

U.S PASSPORT

RULE OF THUMB: Whenever the customer requested a refund, no need to negotiate. Just send the applicable macro to process a full refund. However, if it's an inbound call, you may negotiate as long as the customer is not irate. DO NOT UPDATE THE ORDER APP.

To delete the customer's information, please follow the steps below:

1. DELETE INFO ONLY (Order is in progress/completed)

You may search DELETE macro on Zendesk. There are instances wherein you also need to ask the customer how he/she wants to proceed with his/her order and then submit it as PENDING, so make sure to read the email carefully. If he/she wants to cancel the order, you may follow the STEP 2 process.

2. REFUND + DELETE INFO [Requested WITHIN 5 days after order is created]

Just send the macro and escalate the ticket right away. Then, choose the applicable macro for internal note, then submit the ticket as OPEN.

3. REFUND + DELETE INFO [Requested MORE THAN 5 days after order is created]

Just send the macro and escalate the ticket right away. Then, choose the applicable macro for internal note, then submit the ticket as OPEN.

3. DELETE INFO (Order is refunded) - Sample ticket here

This usually happens when the order has been refunded already and the cx came back requesting to delete his/her personal information as well. In this case, you may use the delete macro and submit the ticket as SOLVED with the assignee order refunded.

IMPORTANT REMINDER!

After you send the refund macro and escalate the ticket to Chrissy, copy the ticket # then paste it by replying to our DELETION OF INFORMATION THREAD.

Example:

PLEASE DON'T BE AFRAID TO ASK FOR HELP IF YOU ARE CONFUSED!

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