AllGo Mastercard Support - End-User Tickets

Contents

1. End-User Tickets definition
2. When to Open an End-User Ticket
3. End-User Ticket Categories
4. End-User Ticket SLAs & Workflow Updates
5. How to Open an End-User Ticket
6. End-User Ticket Stages 
7. Closing an End-User Ticket

 

1- End-User Ticket Definition

In an ideal situation, AllGo can resolve AllGo Mastercard cardholders' queries on a single email response or phone call (this is know as "first call resolution").

End-User Support Tickets are created to resolve issues where AllGo needs to take some action and get back to the End User.

You open End-User Tickets if you there are subsequent actions required after your initial conversation, are unsure of the next steps to take, require management input, or need a response from a supplier (eg EML).

 

 

2- End-User Ticket Categories

When creating an End-User Ticket in HubSpot, select the category that best matches the cardholder's issue.

1- Card Deregistration
AllGo Mastercards can only be registered / associated to one Get My Balance account. If an End User tries to add a card to an account and gets the error: 'Invalid Card - Card already associated with another user', it means they have already registered this card to a different account.

AllGo cannot see what account they have registered their card to and if the the cardholder does not know their login credentials (email and password) for this account, then we will need to open a support ticket to de-register the card from that account so that the End User can register their to their new account.

Troubleshooting: tbc

Opening a End User Ticket:
To open a Card Deregistration Ticket in the HubSpot End User Ticket Pipeline

To open a Card Deregistration Ticket, you will need-

• Card Number*
• Card ID (See KB Article
• End User Email*
• Ticket Description* 
  Description of the issue, including the troubleshooting steps already followed by the cardholder (CH).

How to Process End User Support Ticket: See KB Article here.

2- Activation Issue (Digital+ Card Redemption): Used when a cardholder is unable to activate their Digital+ card after completing the standard activation process and an error is occurring on the process that requires further investigation by AllGo or escalation to EML.

Properties (information required to create a ticket, *mandatory items):

• Card Number*
• Card ID
• Digital+ Listed in CMP? *
• Email registered to Digital card*
• Error message*:
• Error message Screenshots / recording:
• Last Attempted Time & Date: (Date, time, and of the failed attempt)
• Ticket description*: Description of the issue, including the troubleshooting steps already followed by the cardholder (CH)

 

3- Activation Issue Physical cards : Used when a cardholder is unable to activate their Physical card after completing the standard activation process and an error is occurring on the process that requires further investigation by AllGo or escalation to EML. (Activation guide process here)

 Properties (information required to create a ticket, *mandatory items):

• Card Number*
• Card ID
• Error message*: 
• Error message Screenshots / recording:
• Last Attempted Time & Date: (Date, time, and of the failed attempt)
• Ticket description*: Description of the issue, including the troubleshooting steps already followed by the cardholder (CH).

 

4- Online Transaction Issue: Used for issues involving unsuccessful or unexpected outcomes during online purchases. (Useful template Report 3DS or Card Payment Issues to EML - CS)

 Properties (information required to create a ticket, *mandatory items):

• Card Number*
• Card ID
• Card Format*
• If format is ‘Digital+ Card’: AGMC ST- Email Registered to Digital Card
• Error message*:
• Error message Screenshots / recording:
• End User Email* :
• Mobile Phone Number:
• Last Attempted Time & Date: (Date, time, and of the failed attempt)
• Ticket description*: Description of the issue, including the troubleshooting steps already followed by the cardholder (CH).
  
  

5- 3D Secure Enrolment: Used for issues related  to 3D Secure enrolment authentication after completing the standard activation process and and an error ocurr on the process that requires further investigation by AllGo or escalation to EML.

 Properties (information required to create a ticket, *mandatory items):

• Card Number*

• Card ID

• Card Format*

• If format is 'Digital+ Card': Email Registered to Digital Card*

• Error message*:
• Error message Screenshots / recording:

• Mobile phone number

• Ticket description*: (Description of the issue, including the troubleshooting steps already followed by the cardholder (CH).

 

6- EML Fraud Lock: Used when a card has been locked by EML due to suspected fraudulent activity and can not be unlocked by the AllGo team. 

 

 Properties (information required to create a ticket, *mandatory items):

• Card Number*

• Card ID*
• Ticket description*: (Description of the issue, including the troubleshooting steps already followed by the cardholder (CH).

 

7 - Miscellaneous Issue: Used for end-user issues that do not fit within any of the predefined categories.

Properties (information required to create a ticket, *mandatory items):

• Card Number *
• Card ID
• Card Format*
• If format is ‘Digital+ Card’: Email Registered to Digital Card*
• Error Message*:
• Error Message Screenshot/Recording:
• Last Attempted Time & Date (Date, time, and of the failed attempt)
• Ticket description: (Description of the issue, including the troubleshooting steps already followed by the cardholder (CH).

 

 

 

Card ID: To get the Card ID, copy the alphanumeric characters that appears at the end of the page URL when you look up a card in CardSpot - in the example below the Card ID is FPCGN39DGW8DPNQ5

Video ‼️🛠️

 

 

4- End-User Ticket SLAs & Workflow Updates

The SLAs for End-User Tickets are as follows-

‼️Workflow: to be reviewed, Is it necessary to add the link on this article? ‼️

(To be confirmed: add to workflow the option to close a ticket when there's no response from end user on the stage Resolution Offered)‼️

 

5- How to Open an End-User Ticket

 

6- End-User Ticket Stages

 There are 6 stages to the End-User Tickets Pipeline in HubSpot - 

 

1- Clarify Issue

7- Closing an End-User Ticket