iCare Manual
How can we determine if it's an agency order?
Asterisk icon
You already processed partial refund but customer is asking for full refund instead. What transaction will you do?
XXPB
When placing an order for Fortune print magazine, what is the term you will enter in iCare?
12
How many issues will customer received?
12
When customer got charge on her cc but no account was pulled up.
Account not found
True or False. MMP orders are non-transferrable.
True.
Customer wants to change the address but magazine is currently restricted. What transaction will you do?
Personal follows
If a caller missed an issue and it is not available to resend, we should do what?
We should fill out the Replacement Form.
When will you offer the email intellisel capture?
After address verification.
When someone asks for the content of the previous issue.
Back issue information
What information will you tell to cx after COA.
Effectivity issue/date
Customer still did not receive the refund check after a week.
Nothing. Advise them it will take 2-3 weeks to receive the refund check.
What is the tech support email?
support@fortune.com
What is the product line for single copy/back issue?
MVP/MV1
Customer called in but hung up before you even provided the resolution.
Wrong number or hang up
Customer is asking for email confirmation.
Fill out Customer Service Confirmation Form.
Customer wants to make sure subscription has been cancelled and should send the proof through mail.
Send letters through iCare
Current print subscribers can transfer their subscription orders to digital. The service for digital will start with the current issue going forward. They will still have access to previous issues.
False. They can no longer access the previous issues.
Customer is asking when they will receive their swimsuit issue.
The Swimsuit issue is no longer part of the Sports Illustrated subscription package.
Cx wants to know if the book she ordered is whether personalized or non-personalized.
Product information
What are the techniques to search an account?
Zip code and last name, account number, email address, Zip code, CC type and last 4 digits of CC
Customer received a damaged check. (They still have the check.)
Nothing. Advise that they can mail it back to us.
FOD is available on what devices.
iPad and iPhone.
If the customer calls and says they paid Subscriber Services and they want a refund, we will do the process below.
Provide the contact number and email address. "If you are requesting a refund, we ask that you contact our home office directly at 888-602-1557 or email them at support@si.com with information regarding your order."
When someone asks when they should receive an issue or states that they haven't received an issue and it's not late yet.
Expected delivery information (not yet late)