Servicepro

ServicePro - the tool you will use to provide support for US Primary orders. ServicePro overview

• the tool used to service service US-based primary orders regarding refunds, delivery changes, fan information edits and event information. It is also used in documenting interactions.

• can only be used to assist US-based primary orders. You cannot use ServicePro to service Canada or resale orders.

• ** functions best when you open it on a separate browser window from other web-based applications.

• should be opened in incognito mode and left alone in its browser.

HOW TO LOCATE AN ORDER IN SERVICEPRO you can locate an order in 3 different ways

1. Order search
2. Advance order search
3. Recent order Selections

best way to locate order is the order search

1. enter the order number i the order number field
2. click search

Advance order search when locating an order using Advance Order Search, attempt to locate the order number using the credit card number, last name or seat location. then click search.

Recent order Selections

• it will show any orders recently opened for that day during the session yumare logged in. when you log out of ServicePro, the recent order history will be erased.

Understanding ServicePro orders 1st tab - order details. initial page the servicepro shows when the order is searched. 2nd tab - order history tab. shows past notes and actions taken by representatives. 3rd tab - customer info. used to edit the fans address and the area where the representatives can leave notations on an order. 4th tab - delivery. you will view this tab when you need to resend tickets via email, change the fan's order delivery method and track tickets via Untied Parcel Service Inc. (UPS). 5th tab - cancel. use to cancel fan's ticket when the scenario applies 6th tab - payment. use to refund fan's money if the refund is approved. this tab can also charge the fan if an excange or upgrade is processed. 7th tab - flags. use to edit order options and extended numbers manually. 8th tab - avs info. 9th tab - event info. use to view event information, web information, and the available ticket delivery methods for the event. 10th tab - gift card.

customer fans information warnings and notifs - warnings ad updates fulfillment status - delivery method order flags - extended option numbers use to determine delivery option issues order summary - number of tickets purchased shows if they had balance.

Importance of ccase documentation - so the next representative will handle the same fan will have a reference in cause - purpose effect - resolution expectations