Customer Issues
I am calling because I am not finding my company when I try to call in.
What is "Reactivation"
Customers with deactivated user IDs won't be able to sign in to their accounts. Tier 1 experts can request to have the user reactivated. Here's how:
Verify the issue
The customer may see one of the following error messages:
"Your account has been deactivated."
"Hmm. That didn't work. This account has been deactivated."
"No company information exists."
“There is no account associated with this email.”
Verify the customer
Before you can request the unlock and reactivation, you need to:
Locate the affected user and confirm if they’re affected by the security lockout.
Verify you're speaking to the MMa, Primary Contact, or the affected user.
Verify three pieces of information on the account with the MMa, Primary Contact, or the impacted user.
Note: You must follow the Level 2 VCI Processes for the product you’re supporting.
Request reactivation
Submit a reactivation request using the Account Status and Access Portal.
Explain to the customer why an account may be deactivated. For example:“We perform regular security checks and any unusual activity will make the account inactive. We don’t want to take any chances with you or your data. Let me submit a request to confirm if this profile is eligible for reactivation.”
Use the Account Status & Access Portal to locate the account with the Auth ID, username, or email address.
Check if the account is "Inactive" in the AuthID status column.
Select the AuthID radio.
Select Submit Reactivation Request.This option won't be available if the account isn't eligible for reactivation or if the account is already active.
If the DNR Reason column shows RPS, follow the steps in Account on hold for Restricted Party Screening (RPS).
Complete the form with the required information. If needed, update the Phone and Current Email fields. If the phone and email are different from the current recovery information, the account will be updated to the new information if the request is approved.
Select Request Reactivation to submit the request.
Set proper expectations
Inform your customer of what they should expect after the request is made.
Reactivation isn't guaranteed even after a request is made.
The customer will get an email requesting a copy of a non-expired photo ID. They can submit a:US driver’s license
State ID card with address
Notarized document with name and address
US passport
They'll be updated via email, typically within 24-48 hours, regarding the quality of the ID and status of the activation request.
Note: Submission of an ID doesn’t guarantee reactivation.
I have an employee that lives in Oklahoma but works in Arkansas, am I required to pull taxes for both states?
What is Reciprocity Agreements.
Identify Paraphrase the customer’s issue and goal
What is Describe your end goal ● Tell me what you've tried, did it work recently? ● Describe the impact of this issue? ● Do you have time to resolve now? Probing questions: Who, what, when, where, how, and why?
This is what you do to verify your customer.
What is: 1. Company Id
2. Company Name
3. First and last name
4. Email Address
Verify that they are Active in QBO Admin tool and their role is either Primary/Master Admin or Company Admin
I no speak Englis too good
What is the Language Line
If you have a customer who wants to speak in another language, you may connect with Language Line Solutions for help from an interpreter.
Note: If your customer is hearing impaired and uses a TTY system (text telephone) or TDD (Telecommunication Device for the Deaf), check the TTY-Based Telecommunications Relay Service to find the correct toll-free number to use.
Guidelines when working with an interpreter
Give the Interpreter specific questions to relay to your customer.
Interpreters identify themselves by first name and number only.
Expect interpreted comments to run a bit longer than English phrases.
If you experience problems with the sound quality and the operator is still on the line, ask them to redial the Interpreter. Otherwise, call back and ask the Operator to stay on the line to check for sound quality.
Connect your call with the Language Line
Place your customer on hold.
Select Quick connects and enter the phone number for the Language Line, 800-367-9559.
Provide the following information to the Language Line:Client ID: 744324
The language your customer needs
Access Code: 33105
Wait for the operator to connect your call with an interpreter.
Give a brief summary of your call to the interpreter.
Add your customer to the conversation and follow the interpreter interaction guidelines. NEVER disconnect yourself from the call or transfer your customer to the interpreter!
Before you end the call with the interpret, say “End of call.” to them.
I am seeing some information on my employee's paychecks that are not correct and it is causing a problem with the taxes coming out.
What is payroll correction or amendments.
https://help-content-sso.app.intuit.com/content/sbg/en-us/L1bV5Pojk_US_en_US
Define Get agreement about root cause
What is Narrowing questions ● What do you expect the report total to be? ● What's the opening balance? ● Has anything changed with your system? Troubleshooting: User, Data, Application, System
This is what you do to understand the customer's issue
What is Paraphrase the issue and ask probing questions
I need to move my Files to QuickBooks Online
What is QuickBooks Desktop to Online Migration.
Check the QBDT to QBO Migration Check list for steps that All QBO Agents should be completing before transferring to Migration Team
One of my Employees has reported that they have not received their direct deposit yet and its been 4 days.
What is Trace Direct Deposit Check.
Explore Propose a solution
What is Use resources: Intuit Assist, Screen share if needed, Subject Matter Expert (SME), In-product help, SER Champ Rank solutions based on the customer's time and end goal ● If a new issue or solution is discovered, there will be a need to go back to Identify or Define. ● Check your SER panel for products/services the customer may need, qualify them through the panels probing questions.
This is what you do when you are researching KBs
What is Engage customer in conversation about either their business, children, things they like to do in their free time, etc.
I want to cancel my account and get a refund
What is Account Cancelation and Refund Request.
We guide the customer to the Gear icon, billing and subscriptions to cancel account there.
Refund and Policy Guidelines
This article is a one-stop shop for QuickBooks Refunds, Extensions, Discounts, and Source Code Changes. Customers who are on monthly billing, regardless of product, are not eligible for a refund. If a customer has a billing or refund question about QuickBooks Time, ask a QuickBooks Time agent for guidance.
Key points before processing a refund request
You should never offer a refund. In all situations, the customer must request a refund. Many times, customers would rather have their issue resolved than a refund.
Refunds can only be processed for payments we have actually received. We can't process refunds for months that haven't been billed yet. Always verify billing and order numbers in oBill and the QBO Admin tool to check dates and amounts charged.
Don't escalate refund complaints to the Office of the President. See how to handle difficult conversations with customers.
Annual subscribers should switch to monthly billing, then select Cancel Now to get a prorated refund for the year.
Don't request both a refund and a switch offer or manual discount during the same customer interaction or to solve the same issue.
The impact of customer compensation
Keep in mind that what we do for one customer, we must do for all. Inappropriately processing any sort of compensation can open up Intuit for legal liabilities.
When a customer calls to discuss compensation because of ongoing technical issues or an unresolved product investigation, explain to them that there is no compensation for ongoing product issues. This is covered in our Terms of Service.CAMPS (applies to US only): Customers may access the License Agreement at the bottom of the login screen at https://camps.intuit.com.
I accidently created a paycheck that is missing hours.
What is edit, void, or delete employee paychecks.
Act Walk the customer through the steps
What is Solution implemented ● The solution that best resolves the behavior ● Meets the customer's goal and the customers time commitment ● SER: Recommend a products/services from the SER panel and attempt a warm transfer to the sales team after the issue is resolved. Protect the customer's data: ● Make a backup, memorize a report, copy a template, test a sample company.
What is Check on Customer every 2 minutes.
My opening balance is correct but I have outstanding historical transactions.
What is Reconciliation issues.
I sent a direct deposit by accident is there any way to get that money back?
What is reverse a direct deposit.
Look Back Make sure customer understands
What is Explain the steps taken to resolve ● Paraphrase the solution ● Educate the customer to avoid recurrence
This is what you do when you are completing the call
What is: recap the call by stating issue, and steps used to resolve the issue. Ask if they have any other questions. Pitch the survey (personalize it), Close with a branded greeting; "Thank you for bein a valued Intuit QuickBooks Online Customer, have a great day."