Starting a thread dedicated to a topic we're all likely to be devoting a lot of time to.
Shall we also try using the Tags feature within it? Then folks can use it as a filter to narrow posts to one or the other. #CancellationProcessing and/or #CancellationMessaging
I'm thinking brilliant strategies (or hacks) or a place for questions that have you stumped.
To start, it off...
1) Cancellation email notice with web form with options about which route customer wants, exchange/donation/credit/refund. Easy for them; head start for your team.
2) If you are tokenized/don't save credit cards, pointedly call out somewhere in that messaging that your organization will calling to request the credit card number in order to process the refund.
We've rolled out just this
I'm surprised with the ratios. And the feedback is incredible - really good sentiment to send to the artists/troops
There are only 2 of us and I'm servicing the needs of the rest of the company and strategic as well so we are trying to offset as much direct customer contact as possible.
Great work Heath! There are only 2 of us in Ticketing here at QB as well. Crazy times indeed!