The Magna Return card log can be accessed on the shared OneDrive folder labelled, “TT Magna Shared Folder”. The name of the log is “TT Magna Return Cards Log”.
The customers are to be contacted and the following steps should be taken:
Customer Successfully Contacted
- Contact the customer and advise their Magna Rewards card has been returned to our office.
- Retrieve the customer’s account via Brik and verify the customer using the KYC process.
- Verify if the customer has since received another Magna card, if they have not and are still interested in the card, the following should be done:
- Verify if the customer would like the card remailed,
-If yes, confirm their mailing address or get an alternative address for remailing.
- Update the customer’s account in BriK to cycle code 01 for Standard or 25 for Goldlife respectively.
- Retrieve the customer’s physical card from storage.
-Add the card information to the “TT Standard Card Request for Processing”
-Update the “Second Comment” field on the “TT Magna Return Cards Log 2024”, stating the “Card placed for remailing.”
- If the customer would like to collect their card at our office,
-Place the card in a new envelope and place the card at the front desk for collection.
- Update the customer’s account in BriK to cycle code 01 for Standard or 25 Goldlife respectively.
-Update the “Second Comment” field on the “TT Magna Return Cards Log 2024”, stating the “Customer to collect card at office”.
Successfully contacted customers can be highlighted in BLUE.
If the customer is successfully contacted but is no longer interested in the Magna Card, the following steps must be taken:
- Retrieve the customer’s account via BRiK and remove all the customer’s information from the account.
- Update the “Second Comment” field on the “TT Magna Return Cards Log 2024”, stating “Card Recycled”
- Place the card in the box at my desk for reuse and place the welcome letter for shredding.
- Highlight the row in Orange.
Customer Unreachable via telephone and email.
- First Call- Customer unreachable, update the "TT Magna Return Card Log" in the "First Call" column with "No Answer".
- Second Call- Try again the following day. If the customer is still unreachable, update the "Second Call" column with "Unable to Contact Customer".
- If the customer has an email address, email the customer advising that their card has been returned to the office and present the options to remail or collect at the office. If the customer does not respond within 48 hours, follow-up using the “No Response- Close Ticket” canned response. The ticket can be closed if no response is received after another 48 hours. Update the “Second Comment” field on the “TT Magna Return Cards Log” stating “Customer unreachable via email.”
Once all attempts failed to contact the customer, highlight the row in Yellow.