Loyalty Queue.

Kindly assign the case to the Loyalty queue with detailed notes, including the
client’s best callback number and preferred callback time. We will reach the client in
24 to 48 hours. If the client is French, please note it. Lastly, ensure it is in open
status otherwise, the case will be lost. Thanks, and you stay awesome!

EDUCATING L1 WHEN THEY ASK FOR SOMETHING

THEY CAN PROCESS
Please note that you have the power and the resources to check and process this.
This was included in your training. May we ask what challenges are you facing?
We’d love to help to get you ready to handle this in the future. Please ensure you
review the PowerPoint above for tips and more info. You are welcome to inquire on
this channel anytime you need however, since it is already the peak of the hunting
season, let us master all this. You stay awesome.

DENIED PAYMENT
Unfortunately, the bank or card issuer is denying this action. Please have the client
contact the bank or card issuer to sort this out or try another card. Note that even if
a client has reached his bank or card issuer, approval may at times take up to 24
hours. You can also advise the client to try again at a later time. Thank you, and
stay awesome!

DEBIT CARD DENIED PAYMENT

Unfortunately, the card issuer is denying this action. Please have the client contact
the card issuer to sort this out or try another card. Also, while we accept debit
cards, which the client is using, they do not share the same high success rate as
credit cards. Not that they must, but if they have a credit card, that will be better.
Note too that even if a client has reached his bank or card issuer, approval may at
times take up to 24 hours. You can also advise the client to try again at a later time.
Thank you and stay awesome!

YOUR CARD DOES NOT SUPPORT THIS TYPE OF

PURCHASE.
This card being used unfortunately does not support this type of payment. He may
need to clarify this with his bank/card issuer or use another card.

Denied refund for monthly plans.

As much as we want to help our clients, they could turn off auto-renewal so they
wouldn’t be charged automatically. They could also have contacted us, and we
could have assisted. Sadly, he failed to do both.

When the rep says the client has called the bank
and tried other cards
This isn’t a concern with our payment system. Our primary objective is to process
payments efficiently. This is the cornerstone of our company's revenue model.
However, if the bank or card issuer denies the transaction, regrettably, we cannot
intervene. Note that bank or card issuer approval could take up to 24 hours. Be
careful with clients too who have had multiple cards declined as you could be
dealing with possible fraud. You shall not disclose this and simply advise to try
another card. Preferably a credit card, Visa or Master. The client can try again later.
Stay awesome!

THE PROMO CODE NOT WORKING

Can I have a screenshot of the promo, please? Also, please see if this was sent via a
no reply email from us. That would tell us it is an offer from marketing. If the client
says someone called, or an email was sent with the name of our sales rep, that will
tell us it was an offer from our sales team. We need to know which department to
consult.

TAGGING AGENTS
You must process and handle this. I tagged you on one of my posts that answers all
your questions. Please ensure you review it. It would only take you a couple of
minutes, but it would get you ready to handle inquiries like this moving forward. It
would not only save you AHT but also help your QA. You stay awesome!
ONE-TIME EXCEPTION REFUND
I have already processed your request. Please ensure we tell the client this is only a
one-time and one-time courtesy only. Please educate the client to always reach us
on time and that he can turn off automatic renewal so that he doesn’t get charged
automatically. Stay awesome, aight?

CHARGES FROM A DELETED CAMERA

I see the charge is coming from a camera the client deleted. We can process a
refund, but please educate the client about auto-renewal. Before deleting a unit,
they can also contact us so that we can cancel the plan and ensure they won’t be
charged automatically again.

TIPS: You can check the invoice metadata to find the UCID of the camera to which
the charge is linked. This is crucial as it helps us identify the source of the charge. If
the camera is no longer listed as active, please go to the Subscriptions tab.

ONGOING GLITCH
I see the card was already added on Stripe, but it is not being saved in the web app
due to a glitch. Please apologize to the client and assure them we are already aware
of this and are working on a fix. They may update the card info after 24 to 48 hours.
If the client wishes to make a purchase, guide the client, and enter card info upon
checkout. Thanks!

Annual Plan Cancelation within 30 days (working or

not working cam)
I see that this is an annual plan. Please ensure you have educated the client about
our policy. If he insists, despite your brilliance, and you have attempted to convince
the client not to cancel, offered to troubleshoot if the cam isn’t working and
followed PF and all its suggestions, please go ahead and make the one-time
exception and provide a prorated refund. Thanks, and stay awesome!

Photo Transmission Plan - ProcedureFlow

Annual plan purchased outside 30 days. (working

camera)
We’re not supposed to cancel any annual plan purchased more than 30 days ago.
As a one-time exception though, please proceed with the prorated refund. I am
confident you did your best to convince the client not to cancel the plan. Emphasize
it will be a one-time courtesy because we can only cancel the annual plan
purchased within the last 30 days. Thanks, and stay awesome!

Annual plan purchased outside 30 days. (not

working camera)
I see that the camera has not communicated for a while. For QA purposes, please
offer to troubleshoot and attempt to convince the client not to cancel. If the client
insists despite your brilliance, provide a prorated refund. Please educate the client,
that it will be a one-time courtesy because we can only cancel the annual plan
purchased within the last 30 days. Thanks, and stay awesome!

Photo Transmission Plan - ProcedureFlow

DELETE THE CARD

This was indeed a customer request, right? Note that we've been escalated once
because one rep asked to remove a card without the client's permission simply
because he or she was unaware of the right process on how to update payment info
or wished to do a shortcut. We want to ensure this does not happen again. If this
was a payment issue, please follow the process. Please let me know if the client
insists or wishes we remove the card on file.
DENIED PAYMENT BUT CX IS GETTING AN ORDER
COMPLETE MESSAGE
Kindly apologize for the message the client is getting. It is a known glitch.
Unfortunately, the bank/card issuer is denying the payment. Please have the client
contact the bank/card issuer to sort this out or try another card. Thank you, and
stay awesome!

PAYMENT DECLINED AFTER ALL BASIC TS

Payments are often declined not due to faulty cards, but rather due to factors
considered by banks or the card issuer. For instance, if the client hasn't previously
purchased from us or is an international transaction (we're in Canada, and the client
is in the U.S.), banks/card issuers may be stricter. Spending habits are also
evaluated. For example, infrequent card use followed by a sudden $120 purchase
(e.g., for a premium plan) can lead to a declined transaction. These factors might
result in the bank/card issuer initially declining the payment until the client contacts
them for approval. Note that approval may sometimes take 24 hours.

CARD BLOCKED BY STRIPE

Kindly check if this is the card the client is trying to use. As a security measure, our
system blocked it for 30 days because the bank/card issuer continuously declined all
payment attempts. Please be advised that the only option now is to use another card.

PAST DUE AND OPEN INVOICES

Past-due invoices must be removed by canceling them without refunding;
otherwise, the payment will not be processed. Open invoices, on the other hand, do
not impact payment. They simply mean we were not able to take payment for that
invoice.
LEVEL 1 ADDING PLANS IF THE PLAN DID NOT
REFLECT
I see the payment is valid. Please add the plan. Just a tip, once verified that a
successful payment was indeed made but the plan did not reflect, you have the
power to add up to 3 months per camera and up to 12 months per 24 hours if you
find it justified and necessary. You may refer to this KB. Stay awesome!
Compensation/ Refund limitations - Spypoint KB - Confluence (atlassian.net)

USE THE TEMPLATE AND PROVIDE DETAILS

Please provide detailed information whenever you post on this channel. This shall
save you time and ensure we both have a clear understanding of the matter at
hand. Please see this KB for the template you must use whenever you post an
inquiry here. Thank you so much.

Channel Support for Teams - Spypoint KB - Confluence (atlassian.net)

What Level 1 can process

You are powerful. You are allowed to process this request. Please see below for the
things you can process and the KB and PF for reference. If you need guidance,
please do not hesitate to let me know. I will be more than happy to help. Thank you
and you stay awesome! Compensation/ Refund limitations - Spypoint KB -
Confluence (atlassian.net)
Photo Transmission Plan - ProcedureFlow

- Reset photo count for troubleshooting purposes or as a one-time courtesy.

- Process prorated refund for Insiders Club if purchased within 30 days.
- Add 3 months of Premium plan per camera if you find it justified and
necessary.
- Add 12 months of Premium plan per 24 hours if you find it justified and
necessary.
- Process a refund of up to 3 months if you find it justified and necessary.
- Add or remove Spydollars with 50 Spydollars limit per 24 hours if you find it
justified and necessary.
CAM WORKING REFUND REQUEST (MONTHLY)
I hope you are well. Please review the KB and note that we do not refund plans for
working cameras. Our first course of action is to educate our client on how to turn
off auto-renewal. If he does insist, review the KB, and note that you can process this
request as Level 1 if you deem it just and necessary.

Photo Transmission plan Cancellation/Modification/Refund policy 2.0 - Spypoint KB - Confluence

(atlassian.net)

Refund requests for a camera not working

(monthly)
I hope you are well. Please review the KB and note that we only refund the
remaining days of an active plan. You must also offer to troubleshoot. We do not
refund previous months unless he reaches us, but we failed to process it. If he does
insist, review the KB and note that you can process this request as Level 1 if you
deem it just and necessary.

Photo Transmission plan Cancellation/Modification/Refund policy 2.0 - Spypoint KB - Confluence

(atlassian.net)

REFUND REQUEST FOR MULTIPLE MONTHS

Did you find a case showing cx reported this in time?
Have we educated the cx on our refund process?
Have you educated cx that he can turn off auto-renewal?

If for any reason the client claims he has turned off auto-renewal and still got
charged, inform the client to reach us in time moving forward. Please negotiate and
try offering a refund of 1 month, if he doesn't agree then try 2 months, if not, max 3
months, please. All mentioned must be captured in the recording of your interaction
for QA purposes. Note too that you have the power to add/refund up to 3 months
per camera and add up to 12 months per 24 hours if you find it justified and
necessary. Lastly, remember that any inappropriate refund is a huge company loss.
Ensure you have mastered the KB below and followed the billing PF. You stay
awesome!
Photo Transmission plan Cancellation/Modification/Refund policy 2.0 - Spypoint KB -
Confluence (atlassian.net)

WHEN A REP INSISTS IN PROVIDING

INAPPROPRIATE REFUND

While we absolutely want to help the client, they had the option to turn off auto-
renewal to ensure they do not get charged again. In any case, if they are not aware
of this, or the feature didn’t work for any reason, they also have the option to reach
us so we can help them stop future payments. Too much time was given not to
reach us. An inappropriate refund is loss of profit for the company. We must be firm
with our policies otherwise, this could be abused. Note that as level 1, you have the
power to refund or add up to 3 months of Premium should you deem it necessary
and just. Please see this KB, thanks and you stay awesome! Photo Transmission plan
Cancellation/Modification/Refund policy 2.0 - Spypoint KB - Confluence (atlassian.net)

Charge not reflecting in the account.

Kindly note that if you wish to find a charge that is not reflected in the account, we
will need the information below. You may also ask the client to check his email and
hopefully, he received an invoice. Also, ask if he has any other email he must have
used previously. Ask if there is any other hunter in the household or if he has ever
shared his bank info with anyone. Lastly, kindly ask for the proof of charge and the
info below then get the case to the level 2 queue so we can investigate. We
will reach the client in 24 to 48 hours. Stay awesome!!

Last 4 of the card:

Expiration:
Type of card, Visa or Master:
Date of charge:
Amount of charge:
PAYMENT ISSUE
Checking now. Please ensure everything below has been checked.
Cancel with no refund Past due if any.
See if there is an open invoice.
Try the web app.
Make sure card details are keyed in right.
Educate cx we are based in Canada and intl transaction must be allowed and
approved by their bank.
Multiple failed transactions may block the card.
Try other browsers.
Personal or company restrictions may prohibit transaction.

How to check as for which cam a charge

belongs to and what the charge is for?
In Mantis, go to the invoices tab and view the invoice.
The invoice will give you a detailed explanation of what the charge is for.
Click on metadata and you will find the UCID of the camera where the invoice is
linked.
If the camera is no longer listed active, you will still see this camera in the
Subscription tab.
From the Subscription tab, you may view all the charges the camera has incurred.
For a refund, consult the Compensation Channel if the camera is no longer active.
Once the refund has been processed by the Compensation Channel, do not forget to
cancel the plan with no refund.
If the charge is linked to an active camera, proceed as usual.

NOTE: If Metadata does not show the UCID, you will have to check the invoices of
each camera. If you are unable to find it, feel free to reach the Compensation
Channel.
NEW REFERRAL PROGRAM
Please see all this below. For more info, see the link below. Referral Program
(spypoint.com)

The referrer must have an active Spypoint account.

The referrer must fill out the form on the link below.

Referral Program (spypoint.com)

The referee will then receive an email suggesting the purchase of a new SPYPOINT
LINK-series camera.
Please note that only LINK series cameras are eligible for the referral program. The
Cell Link, pre-owned units, and the SPYPOINT FLEX series cams are not eligible for
this program.
The referee must enter the referrer’s email during the activation of the new camera.
Once activation is completed, both will receive an email for the code.
The referrer and the referee can then log in to their account, hit the three horizontal
lines, then click “Referral Program” so they can redeem the code.
May I have the following info?
Referrer’s email:
Referee’s email:
Sim Card Number:
Did the referee enter the referee’s email:

HOW TO REDEEM SPYDOLLARS

1. Open your mobile app.

2. Click on your name in the top-right corner.
3. Enter the SPYD code, provided in the referral email.
4. Add the SPYDOLLARS to your account by entering the promo code in
the Referral Program tab in the app.
 5. To redeem SPYDOLLARS for services, please contact the SPYPOINT
customer support. To redeem SPYDOLLARS for products and hardware,
please purchase from our website.

HOW TO PURCHASE A PLAN OR UPDATE PAYMENT

Have you attempted the “proper steps” below in how to update payment info,
please? If so, did you get an error message so we can escalate your case and see if
we have something to fix, please? See the steps below and guide our client.

TO SET A DEFAULT CARD (Default only kicks in if a cam does not have an existing
card linked to it)
Log into webapp.spypoint.com.
Hit the three horizontal lines on the top left.
Go to Account then, Payment section.
You will then have the option to either Add or Update your payment details.

TO UPDATE A CARD LINKED TO A CAMERA IF THE CARD IS DIFFERENT FROM THE

DEFAULT
Log into webapp.spypoint.com.
Select the desired camera.
Hit the three horizontal lines on the top left.
Go to Photo Transmission Plans.
Hit “Add To Cart” on the desired plan.
Hit Checkout.
Enter and save the card details.
Ensure that all info matches what you have on the card including the billing
address.
For a card change, hit Modify, then key in the card details.
Click on “PLACE YOUR ORDER”

How to upgrade a plan?

Select the desired camera.
Hit the three horizontal lines on the top left.
Go to Photo Transmission Plans.
Hit “BUY NOW” on the desired plan.
Hit Checkout.
Click on “PLACE YOUR ORDER”

How to purchase a Vosker plan

Login to webapp.vosker.com
Select the desired camera.
Hit the three horizontal lines on the top left.
Go to Plans and Add-ons
Hit “Buy Now” on the desired plan.
Enter and save the card details.
Ensure that all info on the card matches what you have, including the billing
address.
For a change of card, hit Modify.
Click on “PLACE YOUR ORDER”

NINJA INQUIRY
For technical assistance, we’d love to talk to you over the Ninja hotline. You stay
awesome!

RMA INQUIRY
For anything about replacement/refund, inventory, order status, and RMA status
follow-ups, please reach us via the RMA Channel. You stay awesome!

LOYALTY INQUIRY
For anything about sup calls, sup approval, and disappointed clients who can
damage the company’s reputation, please reach us via the Loyalty channel. You
stay awesome!

COMPENSATION INQUIRY
For anything about payment issues, card issues, billing concerns, voiding invoices,
refunds, and compensation, please reach us via the Compensation Channel. You
stay awesome!

INVALID ESCALATION
Please do not escalate a case until you have consulted a Level 2. If you did consult
Level 2, please indicate that in your notes and the name of the Level 2 rep you have
consulted. Thank you. You stay awesome!

INSUFFICIENT NOTES
May I ask how the lights went? Kindly note that each light pattern is like a code that
represents an error and requires a very specific set of steps. For example, for LZA
cam, if the status light stops after blinking green every second and the delay light
comes on, that is a connectivity issue. Another example, for the Flex unit, if all
lights are blinking, that is for RMA. Lastly, the downside here is if I have to ask the
client again when they are expecting that the case was already escalated, it will add
more frustration as they are expecting that Level 2 should have all the info needed.
Thank you and have a great day!

SALES PROMO
Please keep the case under your name and keep it open. We’ll have someone from
our Sales team to reach the client in 24 to 48 hours. Thanks, and stay awesome!
REFUND FOR PREVIOUS MONTHS
We understand your enthusiasm in helping the client however, they had the chance
to turn off auto-renewal at any point they wished. They could have reached us too.
Imagine reaching Netflix then you go ask them, Hey Netflix, can you refund the past
months I failed to call you when Netflix wasn’t working, please?