Document information and change log

Document Information

Change log

Gender And Entity Neutrality

The masculine form is used solely for the sake of better readability. It always refers to persons of any gender identity (m/f/diverse). This document uses the abbreviation “Give” for all legal entities and subsidiaries.

Table of Contents

Introduction        3

Definitions        3

Acronyms In Use        3

Customer Support Hours Of Operations        3

Customer Support Communications Flow        3

Initial Customer Support Interaction        3

Escalation Tier 1        4

Executive Escalation        4

Resolution and Follow-up        5

Account Changes        5

Settlement Account Changes        5

Merchant Account Changes        5

Complaints        5

Initial Response        5

Complaint Assessment & Categorization        6

Investigation        6

Resolution        6

Communicating the Outcome        6

Follow-up        6

Data Inquiries        6

Customer Support Training and Education        7

Training Curriculum        7

Training Schedule        8

Customer Support Training Notes        8

Company Expectations of Customer Support Agents        8

PCI Compliance        9

Customer Support Phone Etiquette/Script        9

Freshdesk Tickets        9

Private Customer Support to Tech Support Flow        10

Request for More Information        11

Introduction

To elegantly bridge the gap between customers and Give’s services through problem solving, fostering relationships and accountability. Provide clear guidelines for handling and resolving complaints from customers, ensuring a standardized approach that prioritizes customer satisfaction and maintains the company's reputation. These procedures apply to all staff members of Give, especially those in customer support, sales, and management roles.

Definitions

• Complaint: Any expression of dissatisfaction from a customer or potential customer, related to the company's services or staff.
• Resolution: The action taken to address and resolve the complaint to the satisfaction of both the customer and the company.
• Customer: Merchant or Customer of Merchant.

Acronyms In Use

• UW= Underwriting
• PCS= Private Customer Support, also known as “agent”
• PCI= Payment Card Industry
• IT= Information Technology
• UI= User Interface
• ORG= Organization
• TS = Tech Support

Customer Support Hours Of Operations

• Call Center and live support hours 9am-5pm Monday-Friday PST
• Email and Online Support 24/7

Customer Support Communications Flow

Initial Customer Support Interaction

Agent gathers relevant customer information to clearly understand the customer’s inquiry, concern, or request.  This is handled through the Freshdesk portal. Agent provides prompt and professional assistance, focusing on Customer Support, aiming to resolve the issue at the initial point of contact. The Agent should be able to answer general questions. If necessary, the Agent should investigate using a test account to attempt to determine if the question is a UI question or a technical issue before assigning to TS. Very often it is not a technical issue and instead it’s a user mistake the agent can answer. With proper training the agent should be able to answer a majority of support tickets without assigning to Tech Support.

If there is not enough information to assign to Tech Support, the agent should reply to the customer with a request for more information.  When making a request for more information from the customer, the following should be considered and collected as needed so TS can investigate:

• The Customer Name (Essential)

• The email of customer or the owner or team member of the Merchant that is having an issue  (Essential)
• Module or URL of where a possible issue is occurring (Highly Recommended)
• Screenshot of the issue (Highly Recommended)
• Video of the issue (Optional but can be helpful)

When a ticket is assigned to TS, TS will investigate using numerous methods.  Once completed, the question/issue is reassigned back to the agent with a private message from TS to be interpreted and relayed in a friendly manner back to the customer. If no private message or context is provided by TS, the agent should assign it back to TS and add a private message asking for context. The above process should repeat until the question or issue is resolved.

Escalation Tier 1

• If the issue cannot be resolved at the initial interaction, the agent will escalate the issue to a supervisor with the necessary expertise.
• The agent should provide a detailed summary of the customer's concern, the steps taken so far, and any relevant documentation or communication.
• The supervisor should thoroughly investigate the issue, exploring all available options for resolution and bringing in other relevant corporate stakeholders.
• The supervisor will be involved in communicating the progress and potential resolutions to the customer in a timely manner, keeping them informed throughout the escalation process.

Executive Escalation

• If the issue persists or requires the involvement of senior management, the supervisor should initiate an executive escalation process.
• The supervisor should prepare a comprehensive briefing document outlining the customer's concern, previous escalations, and efforts made to resolve the issue.
• The supervisor should communicate the urgency and potential impact of the unresolved issue to the executive team.
• Senior leadership should provide dedicated attention to the escalation, coordinating with relevant stakeholders and making informed decisions to address the customer's concerns.

Resolution and Follow-up

• At all levels of the process, the staff that are working to provide solutions to the customer should work diligently, whether through direct action, collaboration with other departments, or partnering with external entities if required.
• Once a resolution is reached, the team should communicate the outcome to the customer, ensuring they are satisfied with the resolution.
• The team should also document the entire escalation process, including actions taken, decisions made, and lessons learned for future reference and continuous improvement.

By following this Customer Support Procedure with an Escalation Process, Give aims to provide effective and timely resolutions to customer inquiries, concerns, and requests while ensuring a high level of customer satisfaction and maintaining strong customer relationships.

Account Changes

Settlement Account Changes

Give will notify the Sponsor when a new settlement account is opened. ^[a]

Merchant Account Changes

Both the merchant and Give’s customer support can make updates to the merchant’s profile. The customer support team guides the merchant through the merchant portal on how to make the changes.

The merchant uses their authenticated login credentials to make account changes. Give's platform monitors each account to detect unusual activity and changes. A log of who made the updates and the time the changes were made will be captured in Give’s platform and available for review. Changes to the merchant will trigger a notification for CIP and CDD/EDD.

Complaints

All complaints, whether received via phone, email, online chat, or physical mail, should be logged in the Complaints Register. A merchant account closure request should also be treated as a customer complaint. We should try to understand the reason for the account closure request, and determine if it is due to service dissatisfaction. If a complaint is received verbally, the representative should document the complaint's details immediately.

Initial Response

• Acknowledge receipt of the complaint within 24 hours via email.
• Apologize for the inconvenience and reassure the customer that their complaint is being taken seriously and will be addressed promptly.
• Assign a unique reference number to each complaint for tracking purposes.

Complaint Assessment & Categorization

• Determine the nature of the complaint (e.g., technical, service, billing).
• Assign the complaint to the relevant department based on its nature.
• Prioritize the complaint based on its severity (e.g., high, medium, low).

Investigation

• The assigned department should investigate the complaint, gathering all necessary information from involved parties.
• If more information is required from the customer, they should be contacted courteously and promptly.
• Determine the root cause of the complaint.

Resolution

• Based on the investigation, determine the appropriate action to resolve the complaint.
• This might include compensation, a refund, additional services, or other forms of resolution.

• Ensure that the resolution addresses the root cause of the complaint to prevent recurrence.

Communicating the Outcome

• Notify the customer of the resolution, detailing the actions taken.
• If the customer is satisfied, close the complaint and record it in the Complaints Register.^[b]
• If the customer is not satisfied, reassess the complaint and consider alternate resolutions.

Escalation Procedure for Platform-Related Issues

In addition to standard complaints, any platform issue with a severity level that could impact system operations, merchant activities, or customer experience — even if it did not result in a direct customer complaint — must be handled through the complaint process.

• When Compliance is tagged in a bug report Slack channel and  notified of a platform issue, the Compliance representative must create an entry in the Escalations Sheet.
• Compliance must also request a Developer Report detailing the issue, root cause, steps taken, and preventive measures.
• Documentation should include a row in the Escalations Sheet with a link to the Developer Report or issue form for audit and tracking purposes.

Follow-up

• After resolution, follow up with the custome^[c]r within a week to ensure they are satisfied with the outcome.
• Any feedback received should be documented for future improvements.

Data Inquiries

Data inquiries are generated as tickets to Customer Support. A confirmation receipt has been sent to the User. Customer Support will escalate the tickets to the Compliance team as appropriate.

Customer Support Training and Education

Give aims to equip its customer support team with the necessary knowledge, skills and competencies to deliver exceptional Customer Support, while maintaining strong customer relationships.  The customer support agent acts as the corporate interface with merchants and customers, providing prompt and courteous support via various channels (e.g. phone, email, live chat, etc.). The agent’s responsibility is to:

• Address customers’ inquiries, concerns, and issues related to payment processing, transactions, account setup, and any other relevant queries.
• Collaborate with relevant internal teams, such as fraud prevention or risk management, to address complex or escalated cases.
• Onboarding merchants through the underwriting process
• Conducts demonstrations/training to educate merchants on Give product features and services
• Build and maintain strong relationships with merchants
• Troubleshoot and resolve customer issues
• Assign all customer issues to the appropriate department

Training Curriculum

Periodic Training for all customer support staff (including new hires) will be performed either on-line or in-person.  It shall be instructor-led by a designated manager.  Materials and resources provided for training will be approved by Operations and updated subject to input from customer feedback and Compliance.  Objectives of the training will include:

• Developing an understanding of Give products and an ability to comfortably traverse across the product line to gain insight and context to Customer Support tickets, thusly providing best value to customers
• Developing proper and professional communication tone towards customers
• Expected response times to incoming tickets
• Expected hours of operations
• Creation and maintenance of default and automated messages during off hours
• General understanding of differences between Bugs, User Errors, Sales questions, etc..
• General understanding of the differences between enterprise customers, merchant customers, and donors/ customers
• Ability to properly escalate customer issues through proper management chain - bugs, difficult questions, etc.
• Understanding of different departments’ roles and responsibilities and how to properly utilize communication channels provided to managers, tech support etc.
• PCI Compliance general understanding
• Understanding and compliance to Give’s access control policy including:

• Strong password
• Multi-Factor Authentication (MFA)
• Need-to-know access to confidential information

Training Schedule

All customer support staff must complete annual training in Security Awareness and Privacy, with updates or additional modules included based on the latest recommendations from the Department of Compliance.  

Customer Support Training Notes

•  If a customer contacts the corporation regarding valid, but unusual transaction activity, alert the Risk Department immediately to avoid blocking customer(s) or voiding transactions.
•  Always request customer info if not included in the initial communication (do not assume org association, some customers will have multiple orgs and they will reach out to help from their last email rather than the org that they need assistance with)
•  Request a screenshot whenever possible
•  Never change UW notes (PCS can add notes but never erase or alter UW notes)
•  All emails sent by PCS on behalf of UW will be signed “Thank You Team Give”
•  Be sure to check the time stamp when assessing comments and general notes.
•  When connecting a 3 way call with an org and the banks, always initiate the phone call from our end through Grasshopper.

Company Expectations of Customer Support Agents

In order to perform at a level expected by corporate standards PCS staff are expected to have a working knowledge/ level of expertise of their duties including:

• Give’s line of products
• PCI compliance^[d]
• Security obligations of customer confidential data satisfying Give’s best practices and policies
• Security obligations of corporate proprietary data satisfying Give’s best practices and policies
• Expected customer support’ interorganizational interactions and escalation process, tools, and resources

PCI Compliance

PCI compliance, which stands for Payment Card Industry compliance, is an essential aspect of payment processing (what Give does). It refers to a set of security standards established by major credit card companies to protect cardholder data and ensure secure transactions. Payment processors play a crucial role in maintaining PCI compliance by adhering to these standards and implementing necessary security measures. This includes securely handling and transmitting cardholder data, encrypting sensitive information, regularly monitoring systems for vulnerabilities, and maintaining strict access controls. PCI compliance helps to mitigate the risk of data breaches, fraud, and unauthorized access, safeguarding both the payment processor and the customers they serve. By maintaining PCI compliance, payment processors demonstrate their commitment to the security and integrity of the payment ecosystem, instilling trust and confidence among merchants and consumers alike.

Customer Support Phone Etiquette/Script

Eliminate worry and concern of the customer through the application of empathy, confidence and sound judgment*^[e]

• Before Making The Call

• Enter into Control Mode and explore the Customer’s account (keep screen ready during call)
• Review the most recent interactions with the caller on freshdesk. “Hello, this is …. calling from Give Customer Support, how can I be of assistance?”

• Listen to their issue even if it was already stated on the message, as the customer’s needs may have changed. The customer wants to be heard.
• Take the time to listen
• Do not talk over the customer

Freshdesk Tickets

• All inquiries that are from the platform are automatically turned into a Freshdesk ticket, we do not receive direct emails from clients.

Freshdesk is configured to receive tickets for Givepayments through merchants@givepayments.com  for merchants and providers@givepayments.com  for providers.

• Customer-submitted tickets cannot be modified.
• Determine what division the ticket is for and assign it to the appropriate department.
• If a ticket can be answered by the agent with no further information needed from the customer, then the agent should respond and immediately close the ticket.
• Tickets that come through freshdesk to customer support will be signed using agent name and personal sign off.
• If more information is needed for the agent or the assignee to rectify the issue, a follow up request  is to be sent requesting all relevant information and a screenshot when possible.
• Agent is expected to fully investigate each ticket, verify critical data points and ensure data accuracy before assigning it to another division in order to provide any needed information to UW or IT Support.

• This may include but is not limited to using Masquerade, Managing UW to look at notes, View Transactions etc…

• Agent will never erase or alter UW or  IT Support notes.
• Agent will close out and respond to every customer on behalf of IT Support and UW (once there is a resolution for an assigned ticket, that department will assign the ticket back to the agent)
• Agent will always close out tickets after resolution.
• Agent will input new note, a confirmation to UW of any contact with customer on their behalf, ‘PCS to ORG, (date contacted)’.
• Agents are only authorized to view the ticket history if they are part of the corresponding support group. For example, an agent not assigned to the Tech Support group will not have access to tickets handled by that group, unless the ticket is reassigned to a group the agent is part of. This access control is in place to maintain confidentiality and safeguard sensitive information.
• To maintain transparency, accountability, and effective communication within the support team, admins have the ability to access a detailed log of all activities associated with a ticket. This ensures a comprehensive record of all actions taken, facilitating compliance and proper oversight.

Private Customer Support to Tech Support Flow

• When a support ticket is received it should be first assigned to PCS.
• They should determine if they can answer the question. If they can answer, a reply should be made to the customer.
• If the agent cannot answer, they should determine if there is enough information for Tech Support to investigate. If there is adequate information, the agent will then assign the ticket to Tech Support. After assigning to Tech Support, the agent should add a private message to provide additional context on why they are assigning to Tech Support. The agent should never blindly assign a ticket to Tech Support.
• The agent should be able to answer general questions. If necessary they should masquerade into the customer’s account to determine if there is a possible technical issue before assigning the ticket to Tech Support. They should also investigate using a test account before assigning to Tech Support. Very often it is not a technical issue and instead it’s a user mistake the agent can answer. With proper training the agent should be able and expected to answer the majority of support tickets without assigning to Tech Support.
• If there is not enough information to assign to Tech Support, the agent should reply to the customer with a request for more information.
• When a ticket assigned to Tech Support is reassigned back to the agent, the agent should interpret the private message from Tech Support and relay it in a friendly manner to the customer. If no private message or context is provided by Tech Support, the agent should assign it back to Tech Support and add a private message asking for context.
• The above process should repeat until the question or issue is resolved.

Request for More Information

When making a request for more information from the customer, the following should be considered and collected as needed so Tech Support can investigate:

• The Customer Name (Essential)
• The email of the owner or team member of the Merchant Account that is having an issue (Highly Recommended)
• Module or URL of where a possible issue is occurring (Highly Recommended)
• Screenshot of the issue (Highly Recommended)
• Video of the issue (Optional but can be helpful)
• Browser and version (Helpful for display issues)
• When Did the Issue Occur (Can be helpful to know if it happened right after a software update)

If the agent cannot identify from the ticket what information to ask, then the agent should assign the ticket to Tech Support and then add a private message (in that order) asking what information is needed from the customer.

A Ticket should always be assigned first before a private message is added so the assignee gets a notification that a message has been added.

The Development Team communicates only with Tech Support, the agent and/or customer should never correspond with them directly.

Bugs need to be fixed by the development team. Feature requests need to be added to a dev queue and prioritized for later development and roll-out.

The information contained herein is intended to provide a general overview of the Company’s policies and procedures relating to compliance with this Policy and does not constitute legal advice or a complete description of the laws and regulations relating to this Policy. The Company has made every effort to ensure the accuracy and completeness of this Policy.  This document is intended to provide guidance to employees of Company on how to comply with applicable laws and regulations related to this Policy. Employees should consult with the Legal or Compliance Department if they have any questions about the Policy or how to comply with it. Company reserves the right to modify or update this Policy at any time without notice. Employees are responsible for reviewing the Policy on a regular basis to ensure that they are aware of any changes. This Policy applies to all employees of Company, regardless of their position or location unless stated otherwise in the Policy. Employees are responsible for complying with the Policy and for reporting any suspected violations to their respective supervisor, the Legal Department, AMLCO or respective recipient of such violation as outlined in this Policy.