Notes
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third party card
"I CAN SEE RIGHT HERE THAT THERE IS A DIFFERENT NAME ON THE BILLING ORDER. IS THERE ANY CHANCE YOU COULD HAND THE PHONE TO THE BILLING CUSTOMER?"
if available
*introduce then dual consent verbatim*
"MAY I KNOW WHO AM I SPEAKING WITH?"
*VERIFY BILLING ADDRESS AND SHIPPING ADDRESS AND TOTAL*
*reason why the order got cancelled*
*decide using order linking*
if verified*
"UPON CHECKING HERE YOUR ORDER IS VERIFIED AND I CAN PROCESS YOUR ORDER NOW"
if not verified*
"UPON CHECKING HERE THE INFORMATION DOESNT MATCH THE INFORMATION HERE IN OUR SYSTEM"
if not available
*acknowledge*
"DO YOU AUTHORIZED ME TO DISCLOSE THE INFORMATION TO *BILLING CX NAME*?"
macys
ASK IF THE CARD HOLDER IS AVAILABLE
*IF NOT AVAILABLE ---- "I DO APOLOGIZE BUT I RECOMMEND THAT YOU CALL BACK ONCE THE PRIMARY HOLDER IS AVAILABLE"
*PHONE HANDED
*IF AVAILABLE ---- "MAY I ASK WHO AM I SPEAKING WITH?"
"JUST TO SET YOUR EXPECTION THIS CALL IS MAYBE RECORDED OR MONITORED"
"HELLO SIR ____ I JUST WANT TO CONFIRM THAT *SECOND HOLDER* IS THE SECOND CARD HOLDER FOR THIS ACCOUNT."
third party card"I CAN SEE RIGHT HERE THAT THERE IS A DIFFERENT NAME ON THE BILLING ORDER
"CAN YOU PLEASE HAND THE PHONE BACK TO *SECOND HOLDER* SORRY FOR THE INCONVENINCE THANK YOU"
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