Concepts
ARN stands for Acquirer Reference Number, it is the number we provide members to help track their refund with their bank.
Can we change a member's DOB in their online visit (OV)?
FALSE. If a member mistypes their DOB and can't get back into their OV, they will need to do a new one.
Other Clinical
A member reaches out to complain that he hasn't been charged, he has checked his payment information on his account and everything is correct. You open Stripe and notice he is using a Visa prepaid card.
Prepaid Card Escalation
Who is the AM LOP on Wednesdays?
Megan
What is refund abuse?
Refund abuse occurs when a member receives more than 3 refunds in a calendar year.
A member whose order just shipped reached out saying he moved, and his new residence is in the same state. Are we able to reroute the order?
TRUE. We can reroute orders as long as they are within the same state.
We send the CCPA Deactivation macro to members residing in ___, ___, ___, ___, and ___.
CA, CO, UT, VA or CT.
An angry member emails us because they have yet to receive their refund and it's been more than 10 days. You open Stripe and notice that the charge says "Reversed".
Already Refunded Reversal Escalation
What platform do we use to keep tabs of Held Orders?
Looker
What queue do we send Quest billing issues to?
Care Leadership queue
A member emails in saying an order we processed under his auto-refill plan caused an overdraft fee and is asking us to refund that fee because it's our fault. Is this something we can accommodate?
FALSE. We cannot refund charges that are not from Ro.
Cancel the dispute with their financial institution and get back to us confirming it was cancelled OR allow the dispute process to play out.
A member whose account we've already deactivated writes in again demanding that we remove their records/information from our system.
Permanent Deletion Escalation
You're helping a confused member reset their password. This is the section in Braze you look under to see if the password reset email was successfully sent.
Campaigns Received
What are the four requisites to deactivate an incarcerated member's account?
1. Full name
2. DOB
3. Address on file
4. Proof of Power of Attorney (POA)
A non-member reaches out saying someone has been fraudulently using her credit card for Ro purchases. She has provided the last 4 digits, the expiration date, along with the date and amount of the charges which matches a charge on Stripe belonging to a member. Can we refund here even if she doesn't have an account?
TRUE. We can refund the fraudulent charges and delete the payment method from Stripe without disturbing the member's account.
To send someone a physical check, we'll need ____, ____ & ____ and send that info to _____.
Name, address & total refund amount - ap@ro.co
A member reaches out accusing us of selling their information to third parties and wants to know how Ro is using their information.
Out of Scope Privacy Policy Escalation
What team reviews suspicious contacts and PHI violations?
Security Team
What are the first two things we should do when making an outbound call to a member?
1. Inform the person they're speaking with that the call is being recorded and may be used for quality and training purposes.
2. Confirm two pieces of PII before explaining the reason for the call.
A member reaches out using an email not associated with an account saying he has lost access to his old email. We send the "Needs More Info" macro and he confirms his full name, DOB, shipping address and phone number. Can we update the account email?
FALSE. Unless there's a typo on the email, members will need to confirm the email address on file before we can make any changes.
A member who has already received two replacements in one month writes in again saying he hasn't received anything and wants another order. In these cases, the next step is to ________. If they cannot provide this, the last resort is to ________.
The next step is to ask for an alternate address. If they cannot provide this, the last resort is to offer to transfer their Rx to a local pharmacy.
Someone reaches out upset that they were wrongfully charged by Ro and is demanding that they get their money back or they will contact the FBI. After confirming the charge details and not seeing any matches in Stripe or Braintree, we ask for a screenshot. You notice that the charge was from "Roman Inc. San Antonio".
Wrong Company Charge Escalation
Marie