1. WELCOME TO ALTECH AUTOPAGE CELLULAR Account Support Process – Credit/Refund Investigations

2. Outcomes

3. Check to see if a credit/refund investigation for the same query has already been finalised Check to see if a credit/refund investigation for the same query has already been logged Log a credit/refund investigation via SSS including as much detail about the query as possible Advise the customer that he/she will receive an SMS indicating that his/her investigation has been logged and that he/she will receive communication via telephone or SMS from the Accounts Support team regarding his/her query within 3 working days Provide Customer with reference number User Process Care must be taken that a credit/refund investigation is logged and not processed Note that if you process a credit note, it will not go to the Accounts Support team for investigation and will escalate to your line manager for authorisation Care must be taken that a credit/refund investigation is logged and not processed Note that if you process a credit note, it will not go to the Accounts Support team for investigation and will escalate to your line manager for authorisation Advise the customer that his query has already been logged and will be attended to (Refer to Escalation process) After having performed First Call Resolution and concluded that you are unable to assist the customer any further: Provide the customer with details of query resolution (can be checked on ticklers as well as the credit note/refund tab). YES NO YES NO

4. On the intranet page, go to CRM and click on Service (SSS). Remember that the system might request that you log into SSS using your SSS log in details On the intranet page, go to CRM and click on Service (SSS). Remember that the system might request that you log into SSS using your SSS log in details Step by step process to facilitate checks A. Has a query been logged

5. Click on Customer Profile (see black arrow).

6. Insert the MSISDN or Account number into the Terminal field (black arrow) Click on search (red arrow) Insert the MSISDN or Account number into the Terminal field (black arrow) Click on search (red arrow)

7. Click on SSS (black arrow).

8. Click History (see black arrow).

9. View of the history page (screen 1) Scroll down in order to view the full history (black arrow indicates place that controls scrolling View of history page (screen 2) after scrolling down View of the history page (screen 1) Scroll down in order to view the full history (black arrow indicates place that controls scrolling View of history page (screen 2) after scrolling down Screen 1 Screen 2 (after scrolling down)

10. Click Credit Notes/Refunds tab as shown below (see black arrow). B. To view a credit note or refund

11. This will provide a historic view of all credit notes processed In order to view the details of the credit note – click on select (black arrow) – this will open the credit note details Note that you MUST view ticklers in order to get more details with regard to the entire query This will provide a historic view of all credit notes processed In order to view the details of the credit note – click on select (black arrow) – this will open the credit note details Note that you MUST view ticklers in order to get more details with regard to the entire query

12. On SSS click on subscriber Info Logging a credit / refund request on SSS

13. Scroll to the bottom of the screen (blue arrow – screen 1) Click on Continue (as indicated by the black arrow on screen 2) Scroll to the bottom of the screen (blue arrow – screen 1) Click on Continue (as indicated by the black arrow on screen 2) Screen 1 Screen 2

14. Select the cell number (as indicated by the red arrow on screen 1) Click add (black arrow – screen 2). The number you want to log the request on will now appear on the right Now click continue (green arrow – screen 2) Select the cell number (as indicated by the red arrow on screen 1) Click add (black arrow – screen 2). The number you want to log the request on will now appear on the right Now click continue (green arrow – screen 2) Screen 1 Screen 2

15. Click on the drop down arrow on the right of the account tab (blue arrow).

16. Look for the credit required tab on the left column and click on the tick box next to it(see black arrow)

17. Once you have ticked the box on the right of the heading credit required, click on Create Tasks (see black arrow).

18. Click Edit.

19. There are now various fields that need to be filled Ensure that date from and date to are filled using the calendar on the right side of the field (blue and red arrow). There are now various fields that need to be filled Ensure that date from and date to are filled using the calendar on the right side of the field (blue and red arrow).

20. The Description field MUST be filled with as much relevant detail as possible

21. Once details are filled in under description – you need to select the reason code for the credit required request from the drop down menu under credit required (see black arrow).

22. Each request now allows you to insert an attachment Note that the document you wish to attach has to be stored on your PC, you then click on browse and the system will allow you to locate the document and attach it to the request (black arrow) Once attached you click on next (green arrow). If you have no attachment then go ahead and click on next straight after the credit required selection Each request now allows you to insert an attachment Note that the document you wish to attach has to be stored on your PC, you then click on browse and the system will allow you to locate the document and attach it to the request (black arrow) Once attached you click on next (green arrow). If you have no attachment then go ahead and click on next straight after the credit required selection

23. Provide the customer with the request number to use as a reference. Click Yes if you would like to capture more requests and NO if there is no more requests. Provide the customer with the request number to use as a reference. Click Yes if you would like to capture more requests and NO if there is no more requests.

24. The credit/refund request is received in the Accounts Support queue via SSS The query is automatically re- directed to an Accounts Support agent for further investigation If the credit/refund investigation is not valid, the Accounts Support agent will not process the investigation and will contact the agent that logged the request prior to contacting the customer for validation. Accounts Support agent will process the request and the customer will be contacted via SMS / a call or an email within 3 working days Depending on the rand value, the credit request will either be escalated to the department manager for approval or go directly to Finance for allocation to the customers AAPC account. The refund will be processed, sent through for approval and will then be sent to the client’s bank account If the credit/refund investigation is valid: Account Support Process

25. Escalations Escalations can be sent via email to Client Account Queries Note that escalations should only be sent if the investigation turn- around time (3 working days) has been breached Any inappropriate escalations will negatively affect the turn-around time on all queries as agents will need to attend to these escalations Please do not use the escalation process: When a query is still within turn-around time At the same time a query has been logged in the hopes that it will be processed quicker If an escalation has been sent to Client Account Queries and it has exceeded the turn around time of 3 working days then an email should be sent to the team manager, thereafter to the manager of the department (only if not dealt with by the team manager)

26. THANK YOU WWW.AUTOPAGE.CO.ZA