masterlist
3 method to verify the account
>order number
>phone number
>last name and zipcode

looking where the order came from
>verify
>last name and zipcode
>do not provide the # number and the billing address
just the name and the greeting msg

has been charged but dosent have any order
>passport renewal
>do the verification and search for the reason
>education and ack

if cx wants to cancel the passport
> we fill out the form and send it to the passport dept..
>limited access should be with tha passport dept. if they insist offer the passport dept number!!!!!!!!!!

coupon is not working from email 45%
>get the code and check it
>process the order on the agents end after checking it.
> if it is already used try to look for available discount if the customer insist.

REPLACEMENT CODE 
1019 = HD
1020 = WF 
1031 = VC