MOM

August 6, 2024 1:00 PM - 2:03 PM PS Time 4:00 AM to 5:03 AM Manila Time

Attendees: Team Leader: Glaiza Ilmeng T3 Glennesmay Aballe SME: Argel Janine Castaños Kairah Adal Cidrick Corpuz Jerome Justin Tacla Frederick Ian Macias Glemar Jaos Oyo Bhoy De Luna May Edralin Tambalo Joseph Olivarez Resty Yulas Danver Gardon Melody Gonzales Iana Fortaliza

*Updates

Edited IHC for Authorized Agent: IHC: https://23andmetraining.zendesk.com/hc/en-us/articles/5708017728407-Privacy-Requests-from-Authorized-Agents

Note: We must really know if the email from primary and additional email does contains information on the admin 2 before we provide further assistance. -We also need the inquiry of the customer/consumer

Ask assistance if needed and don't answer ticket if uncertain how to answer

With regards to the Carton Delay IHC: https://23andmetraining.zendesk.com/hc/en-us/articles/360058347513-Current-Shipping-Delays-Reference-Guide

"We will need to reship this entire carton to the lab. Please use the Carton Delay macro to address these customers. If there is any pushback from these customers feel free to use the Carton Delay Pushback macro. Any further pushback after that, feel free to escalate to MV. I have added this information to the Current Shipping Delays Reference Guide. Feel free to let me know if you have any questions."

Reminder from Kevin -We must remind agents that the 24 hour refund exception for subscriptions is an internal policy, which means that we should not openly tell customers about this policy. I'm seeing some tickets where agents are telling customers that they are not eligible for a refund because they did not contact us within 24 hours. For customers contacting outside the time window, simply let them know that 23andMe+ Premium is non-refundable.

There is a macro for any pushback of 23andMe+ Refund Post-Purchase We must used the additional pushback if needed.

Ticket Handling -With regards to the recent Feedback and Call out about ticket #6107019

Reminders: Be mindful of what we provide customer

• You must really double check the information customer is asking before we provide the solution.

• We must ask assistance if needed if we experience difficulty assisting customers

• With regard to the 23andMe+ Activation Steps Ticket example #6123394 and #6126013

Agents brainstorming on how to handles Customer concern with regards to this Prone to DSAT

There is an update for our latest app version that may be used to assist customer They may need to uninstall and reinstall their app to regain access to their historical matches

It is also possible to generalize the Activation Step before we provide the Activation bypass to still follow the workflow