Untrained Agent Return Mail Process

Last updated 6 years ago

First published 27 December, 2017

English Rating: ALL ages Shortest path: 3 nodes Longest path: 9 nodes Possible solutions: 7

John Person

Is this a Cal Water Account? Yes. No.
Send this piece of mail to a trained agent for processing. If you have been trained on return mail, see the Trained Agent Process tree. .
Is the billing address on the account different from the one on the returned mail? No. Yes.
Is the new address USPS verified? No. Yes.
Re-enter the address and choose the address suggested by the prompts. Move back one step and select "Yes.".
Look at the notes on the account. Do they show that we have resolved a piece of returned mail with this address before? No. Yes.
Note the account, stating that there is an updated address as of the time you received the return mail. Make sure to include both the address on the returned mail, as well as the new address on the account. .
Make a note on the account stating that you received returned mail. Enter the address on the returned mail and the note that the address has since changed, making sure to also include the new address. Mark as resolved and exit the account..
Is there contact information on the account (phone number or email)? Yes. No.
Send to trained agent..
Attempt a phone call to the customer. Were you able to reach them? Yes. No.
Make a note on the account stating that you received returned mail. Enter the address on the returned mail and note that the address has changed after speaking to the customer, making sure to also include the new address. Mark as resolved and exit the account..
Make a note on the account stating that you received returned mail. Enter the address on the returned mail and note that you have sent an email to the customer after attempting a phone call. Send to trained agent. .