**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