SBM Card Delivery Process - Ticket Creation Update

Created by Dada Khalandar khalandar S, Modified on Fri, 28 Mar at 5:05 PM by Dada Khalandar khalandar S

When multiple tickets are created for the same issue, it causes difficulties for the card delivery team to continuously merge them and also results in unnecessary duplication. Please follow the below steps when handling card delivery-related issues.

1. Search with the customer's phone number and email ID Before Creating any ticket. 2. If Multiple tickets are found (for the same issue), Merge Duplicates and keep the primary ticket in open status 3. If there is already an existing ticket - Update a private note and reopen the same ticket.

Please click here, in order to access the card delivery Cheat sheet, with actions and responses for all issues and delivery statuses.