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Dealing with Merchant Refusals

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Questions and Answers

Which field should be updated in Salesforce when the case is closed and resolved?

Number of members affected

Resolution

Location of error

Status (correct)

What should be done if the Merchant is not honoring the base value?

Refund the voucher(s) and send an email template (correct)

Update the note in the Watch list note

Load an alert in My tickets

Close the ticket

What should be done if the member chooses to wait for resolution?

Refund the voucher(s) and send an email template (correct)

Update the note in the Watch list note

Close the ticket

Load an alert in My tickets

What should be done if there are expired outstanding vouchers in the client center?

Look up the number of members affected (B) Signup and view all the answers

What should be done if the Merchant is no longer going to be worked with?

Update the note in the Watch list note (D) Signup and view all the answers

According to the text, what should be done if the deal page/voucher has incorrect pricing or information?

Frontline will confirm the missing or incorrect information and document in the ticket. (C) Signup and view all the answers

What should be done if the contact information needs to be updated for a member?

Confirm the new contact information and make sure the deal has been updated. (C) Signup and view all the answers

What should be done if the error/missing information has financial impact or significantly changes the value of the deal?

Escalate to management to confirm next steps regarding changes and potential compensation. (A) Signup and view all the answers

What should be done if there is an alert for the missing or incorrect information?

Frontline will confirm the missing or incorrect information and document in the ticket. (B) Signup and view all the answers

What should be done if the client team confirms the update/provides the missing information?

Move to the next step. (B) Signup and view all the answers