Card not Linking SOP

Table of Contents

• 1. Purpose

• 2. Common scenarios 

• 23. Procedure

• Troubleshooting

• Vetting, actions, and further escalation

• Ticket updates and Resolution Process

• 
  

• 1. Purpose

  This Standard Operating Procedure outlines the steps the Team should follow when assisting customers facing issues with linking their TFG Store Card to their JD profile. It also defines the process for escalating unresolved issues.

• 23. Procedure

  Troubleshooting Steps: Card Linking / Profile Issues

  Check Bash Admin (Customer Lookup)

  • Search for the customer profile.

  • Confirm whether a card is linked to the account.

  • If there is an existing card linked, but you do not see “good” under the status of the card, please refer the customer to TFG Customer Support (See JD Transfer SOP)

• ---

  If NO card is linked:

  Verify customer details:

  • Confirm email address and cell number on Bash Admin.

  • Cross-check these details with Credit Services (TFG).

• If details MATCH:

  • Advise the customer to:

    • Link their card on the JD site under Profile.

    • Ensure they are using the correct details.

• If details DO NOT MATCH:

  • Advise the customer to:

    • Contact TFG Credit Services to update their details. (See JD Transfer SOP)

    • Ensure details match their JD Profile.

    • Once updated, clear cookies and cache, then attempt to link the card again.

• ---

  If a card IS linked:

  Check if the customer has confirmed the card number:

  • If NOT, ask the customer to provide the card number.

• Compare the provided card number with what is linked on the JD Profile.

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  Scenario A: Card number MATCHES

  Verify:

  • Email address

  • Contact number

• If details DO NOT MATCH:

  • Advise the customer to:

    • Contact TFG to update their details.

    • Ensure details match the JD Profile.

    • Clear cookies and cache.

    • Re-link the card.

• ---

  Scenario B: Details MATCH, but card number is DIFFERENT

  Advise the customer to:

  • Unlink the old card.

  • Clear cookies and cache.

  • Link the correct/new card.

• ---

  If none of the above resolves the issue:

  Log a Service Request (SR) with the Identity Team using the Growth - General Tech Request catalogue item (TBC)

  • Include:

    • Customer's full name

    • Card number

    • Email address

    • Contact number

    • Detailed description of the error and screen recording or screenshots, if possible.

    • All troubleshooting steps have already been taken

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.