Bot issues for Global Entry

COMMON BOT ISSUES

NOTE: Please right-click the hyperlink to open the template. 

NAME MISMATCH

The name used in the previous membership should match the renewal application. 

• CHANGE THEIR NAME DUE TO MARRIAGE/DIVORCE AND ETC. ADVISE THEM TO UPDATE THE NAME IN A GE ENROLLMENT CENTER.

• Send the name mismatch template.

• NOTE: Follow up with the cx thrice every other day. If she confirms that she will visit a center to update put the ticket on hold and ff twice a month.
• Once she updated the name, change the order status to in progress: N/A then reset the bot.
• Sample: Ticket #360395

INVALID PASSPORT NUMBER
TTP needs the passport booklet number, card number is not accepted.
For renewal: We need the document number associated with the old TTP account

• Once you get the passport booklet number update the app and reset the bot.
• Ticket Status:
  Inform the cx that you have updated the order. Submit the ticket as pending. Close the ticket once the order is completed/submitted.

THE PASSPORT # PROVIDED IS NOT ASSOCIATED WITH THE PREVIOUS MEMBERSHIP

• Ask for the old passport # or DL#.
• If the old passport # does not work you can ask for the old DL number. It's possible that the cx used it when creating their previous TTP account.
• Once you have the correct document # update the app and reset the bot. If it came back with the same error, fulfill the order manually.

INVALID PASSID
Membership Number/PassID is incorrect. 

• STEP 1: Ask for the correct PassID associated with the previous membership.
• STEP 2: Update the app then reset the bot.
• STEP 3: Send an email with the cx that you have updated the info. Submit the ticket as pending. Close it once the order is submitted/completed.

INVALID DOB/ INVALID BIRTHPLACE
DOB or the city, state, or country of birth provided does not match with the previous records.

• STEP 1: Ask for the correct details from the customer

• STEP 2: Update the app then reset the bot.

• STEP 3: Submit the ticket as pending.

RENEWING TOO EARLY - please refer to the renewing too early article. 
The customer is not eligible to renew yet.

INCORRECT ADDRESS
Errors were found in the current address.

• Once you get the correct address, update the app and reset the bot

The customer confirms the address

• Manually fulfill the order and uncheck the error box so you can proceed.