There are instances that customers forget their username and/or email, thus providing an email address that is not associated with their account. This makes it challenging for customer support to find their accounts and to take actions such as resetting the password, updating courses, refunding payment, etc.
In case you are unable to find a customer's account, here are the following steps that may help in finding their account/s:
- Gather all the information you can from the HelpDesk ticket. It is always best to try and resolve a ticket concern on the first contact rather than having a back-and-forth exchange of information whenever possible. That said, the highest priority is to come up with an accurate and absolute resolution, so don't hesitate to ask for more information when needed. The Full Name, Username/Email, and Group/Platform are crucial information to search and pull up the customer's account.
- Search for the customer's account in LBPAdmin using the gathered information from the HelpDesk Ticket. It is a good way to start with the email since this usually pulls up an account right away.
- The email domain can also be left out, for the possibility that the customer provided the wrong domain. An example of this is when a customer provides julius.edralin@yahoo.com instead of julius.edralin@gmail.com.
- If an account is not found using the email, then use either the last name or the first name, whichever seems more unique, then use CTRL+F and search for the name that you didn't use. Using this method may provide many results, but will be easier to narrow down by cross-referencing the information found with the information gathered from the ticket.
- The email domain can also be left out, for the possibility that the customer provided the wrong domain. An example of this is when a customer provides julius.edralin@yahoo.com instead of julius.edralin@gmail.com.
- If an account still hasn't been found after step 2, Stripe can also be used the same way as LBPAdmin to search for an account.
- If an account still has not been found after step 3, you may ask for additional information from the customer to find his/her account, such as their full name (if not provided on the ticket), license number, date of the transaction and last 4 of the card used for purchase (if related to the concern), and alternative emails that the customer may have used to register for an account.
If the above steps still do not lead you to find the customer's account, pleaser refer to Julius, Elizabeth or Will for assistance.,