Important Tickets

                   **For Escalation Tier 1**

For Escalation

*Sending Another Sample

• Ticket# 5871831

Zendesk::Email Not Found::Account Inquiry::Request Additional Details to locate Account

Zendesk::Email Not Found::Sample Inquiry::Unable to Locate Sample

*No Longer have Access

• Ticket #5871839

Zendesk::Escalate::Move to Tier 1 Advanced Ops

*Before Escalating Date of Birth

Ticket #5873518

Personalized

                    **For Escalation Tier 2**

                    **Account Access**

• Ticket #5892628

Account Access::Login Instructions (LM)

• Ticket #5894638

Account Access::Password Reset::Password Reset Not Needed

Mobile::Mobile App Feedback

*Can't Access through security question.

• Ticket #5894631

*Account Confusion

• 5881906

*Not receiving verification

*Account Deletion

Account Access::Closure::Account Deletion

Birthdate Verification

• Ticket #5896517

*unable to access account

• Ticket #5903614

*Can't Log in

• Ticket #5911680

*Not receiving email

• Ticket #5912611

*App-based authentication

• Ticket #5912605

Account::Settings::2SV Recovery Method (app-based authentication)

                      **Buying Kit**

• Ticket #5885673

*Want to order and have discount

• Ticket #5896464

Ops::Order::Discount::Price Adjustment, Order Not Yet Placed

Zendesk::Apology::Delay Due to High Volume

*Concern about the price hike

• Ticket #5903570

*Already ordered and eligible for discount

• Ticket #5896415

Ops::Order::Discount::Price Adjustment Approved (Standard)

*Want to have discount

• Ticket #5906424

*Want to buy different kit

• Ticket #5911715

*Want to send back kit

• Ticket #5911687

                    **Changing Email**

• Ticket #5883173

Account::Settings::Profile Transfer (LM)

                    **Results**

• Ticket #5903563

                    **Walkthrough/ Signing in**

*Confusion to Signing in

• Ticket #5871829

Account Access::Login Instructions, GSI

Registration::Registration Confirmation

*Confusion regarding the shipping label

• 5934722

Ops::Shipping::Inbound::CA::How to Return Sample

Ops::Shipping::Inbound::Lab Address

                    **Purchasing 23andMe Kit**

*Ordering for Another Country

• Ticket #5871871

Ops::Order::Pre::Request to Take Kit to Different Country (Presales)

Ops::Order::Pre::Gift Kit (Liquid Markup)

                    **23andMe+ Discount**

• Ticket #5892436

Ops::Health Upgrade::Discounted Health Upgrade Link (LM)

*Inquiries about discount

• Ticket #5890247

                    **Registering Kit** 

*Gift kit Unregistered received at lab

• Ticket #5912598

Registration::Unregistered Kit Received at Lab

*Customer Lost track to kit

• Ticket #5890266

*Customer send to lab and forgot to register

• Ticket #5896506

Registration::Unregistered Kit Received at Lab

*Can't locate Kit

• Ticket #5896503

Ops::Shipping::Outbound::UK/EU/ROW Ship Europe::PostNL Tracking to Customer

Account::Settings::Hide Demo Profile Request

Ops::Shipping::Inbound::Delay to the lab

• Ticket #5879797

Ops::Order::Other::Determine if Customer Purchased Different Service

Zendesk::System::Response to Automated Courtesy Notifications

*Registered kit without scanning barcode/ with 2 profile

• Ticket #5892423

Registration::Register Replacement Kit Steps

*Not affiliated with 23andMe

• Ticket #5918924

• Ticket #5885770

Zendesk::Email Not Found::Sample Inquiry::Unable to Locate Sample

• Ticket #5885746

Sample Status::Sample Received At Lab

• Ticket #5890334

*Barcode Confusion

• Ticket #5890288

Zendesk::Email Not Found::Order Inquiry::Confirm Order Details

*Registering barcode (Important)

• Ticket #5890376

ASI

*Replacement for expired kit

• Ticket #5906418

*Went Missing/Unregistered sent at lab

• Ticket #5911716 Registration::Incomplete Registration, Existing Account

                    **Amazon/Walmart Unregistered Kit** 

*Feedback

• 5906432

*Amazon unregistered

• 5935109

                    **Amazon/Walmart Unregistered Kit** 

https://23andmetraining.zendesk.com/hc/en-us/articles/360002811754-Amazon-Walmart-Unregistered-Kit-Workflow

                    **Registering account**

*Password Reset

• #5888303

Registration::Incomplete Registration, New Account (Web and Mobile Site)

                    **Merging**

• 5876868

• 5881087

                    **Linking**

*Solving Mom's Kit

• Ticket #5871895

                    **Refund**

*Not Registered Account

• Ticket #5874507

Zendesk::Email Not Found::Order Inquiry::Confirm Order Details

*Saliva tube not included

• Ticket #5871841

*Not writing from order email address

• Ticket #5886380

*writing from account with order email address

• Ticket #5887412

*Gift Kit

• Ticket #5880955

*Health Upgrade Refund

• Ticket #5916590

Sample Status::Sample Failure::1st Sample Failure::Refund Requested, First Failed Analysis

                    **Cancelling Membership/Renewal Refund**

• Ticket #5883995

Ops::23andMe+::Unfamiliar Charges::Unfamiliar 23andMe+ Charge (renewal)

• Ticket #5887714

Ops::23andMe+::Refund Request::23andMe+ Renewal Refund Exception (Request)

• Ticket #5890962

Existing

Contact Us

*Automatic cancellation

• Ticket #5876945

• Ticket #5887658

*Charge Membership after cancelling

• Ticket #5912603

                    **Resuming Subscription**

• Ticket #5890305

Ops::23andMe+::Membership Management::Canceling your 23andMe+ Membership

Ops::23andMe+::Billing::23andMe+ Failed Payment, Repurchase

                    **Amazon/ Walmart Refund**

*Amazon

• Ticket #5873490

• Ticket #5883976

• Ticket #5888776 Should provide order number, seller name and price

*Walmart

                    Replacement**

*For Returning Kit

• Ticket #5879098

Ops::Shipping::Outbound::Other::Returned to Sender

*For Lost Outbound

• Ticket #5873520

Ops::Shipping::Outbound::Lost Outbound

Ops::Shipping::Outbound::Other::Replacement Kit Shipped

Ops::Shipping::Outbound::Other::Replacement Kit Shipped

*For Lost Inbound

• Ticket #5924689

*Used Buffer Fluid (PQC)

• 5890309

Personalization

Ops::Kit::Replace::Damaged/Lost/Mishandled Kit

Ops::Shipping::Outbound::Other::Replacement Kit Shipped

*Replacement kit going overseas

• Ticket #5890372

*Replacement kit

• Unauthorized State/Country

                    **Chargeback**

• Ticket #5911719 Escalate to T1AO Reason for escalation: Chargeback Notice Case This should be handle by Braintree Dispute Team

                    **Amazon/Walmart Replacement**

*For sample kit

• Ticket #5871841

*Can't locate sample amazon

• Ticket #5890289

Ops::Order::Other::Determine if Customer Purchased Different Service

Ops::Amazon::Unregistered Kit, Request Order Info

Ops::Amazon::Unregistered Kit, Order Verified

*For Walmart Refund

• Ticket #5883974

https://23andmetraining.zendesk.com/hc/en-us/articles/18150985434903-Walmart-Kits

*Amazon Unregistered Kit - Replacement

• Ticket #5912617

                    **Prepaid Activation**

• Ticket #5876945

                    **Quarantine**

• 5911710

                    **Spam**

• Ticket #5873476

Zendesk::Spam

• Ticket #5892411

                    **Survey Question**

• Ticket #5903548

                    **Store DNA**

• Ticket #5911667

Account::Settings::Sample Storage::Discard Sample (Change Biobanking Consent)

                    **Removing From Suppression**

• Ticket #5881912

*not receiving email/feedback

• Ticket #5885720

                    **Donations**

• Ticket #5911697

Ops::Order::Discount::Donation Requests

                    **Confirming Concern**

• 5885715

Account::Need More Information

                    **Data Opt Out**

*No account

• 5916546

*Active account

• 5885689

• 5885751

                    **Locked Account**

• Ticket #5883290

Account Access::Hacking (Breach CRT-478)::Locked Account Manual ID Verification

• 5896469

• Ticket #5876945

How to link to problem tickets, please read this article: https://23andmetraining.zendesk.com/hc/en-us/articles/360018801734-Linking-to-a-Problem-Ticket-in-Zendesk

                   **IRATE Customer**

*Tickets

• 5880833 DNSS
• 5881087
• 5894638