CPNI Protocol Reference Guide

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CPNI Protocol Reference Guide by Mind Map: CPNI Protocol Reference Guide

1. Chats

1.1. Email Address Used to Create Chat

1.1.1. Verified as Active Owner

1.1.1.1. Verify Last 4 Digits of Current/Last Billing Credit Card associated with Account.

1.1.1.1.1. After gaining the required verification, you can proceed to discuss the account, open/relevant tickets or make changes to the account as requested by the Account Owner.

1.1.2. Verified as Active User

1.1.2.1. Verify Last 4 Digits of Current/Last Billing Credit Card Associated with Account.

1.1.2.1.1. After gaining the required verification, you can proceed to discuss certain aspects of the account, open/relevant tickets, but you cannot allow the User to authorize account changes that will/may incur a charge to the account. See User/Owner Abilities & Restrictions If a Member is identified as a User, we will need to work directly with the Owner to assist with billing/invoice-related questions, phone number changes (other than porting in) or cancel a service line.

1.1.3. Not Verified as Active Owner/User

1.1.3.1. Member Describes Themself as Owner. I.E "This is my Account." and/or doesn't specify otherwise.

1.1.3.1.1. 5 Point Verification Required. Account Name, Billing Zip, Last 4 of Current/Last Billing Credit Card, Phone Number, and IMEI or MEID. When validating the name on the account both the Account Name and the Account Owner Contact name are acceptable. NOTE: If the phone is not yet activated/shipped or order did not include a device (Device ID), verifying the order number of device/accessory in question will suffice. This is only for instances where they can still verify the name, phone number, zip code, and last four of the current card on file. Affirm Verifying: Verification for Affirm orders with no device ID, card info, and/or zip code listed in the account need to be escalated to P&E. If this occurs while chatting, you can create them a ticket in order to escalate to P&E.

1.1.3.2. Member Does Not Describe Themself as Owner. I.E - "My Mother's Account"

1.1.3.2.1. At this point there is no need to gain verification as we cannot discuss the account, open/relevant tickets or make changes to the account for a member that's described the account belongs to someone else. Advise to have Owner reach out via the Owners email address for further assistance. If the member describes it's not their account, but they express their device lives on this account, look to suggest to this member to have the owner add them as a user for contacts in the future. NOTE: In these scenarios, think outside the box! What information can we give them to help with their request that doesn't involve account specific information or changes to be made?

2. Tickets

2.1. Email Address Used to Create Ticket

2.1.1. Verified as Active Owner

2.1.1.1. s

2.1.2. Verified as Active User

2.1.2.1. s

2.1.3. Not Verified as Active Owner/User

2.1.3.1. s