What can I discuss?
If Mr Smith calls and it is Mrs Smith on the order - we can deal with it. If Mr Smith calls and it is in his partner's name - providing they have cleared all DPA checks, they:
Can:
Amend the order Raise a comfort exchange Raise an exchange for faulty/damaged Re book a delivery Process a refund to the original token (not to another card that is not on the order). Confirm time slot
Can’t:
Change the address Request a cancellation Process an allowance (Property damage) Process a refund to anything other than the original token Cost reductions Can't take a payment off the card not in their name. Can’t discuss goodwill gestures
Exceptions
You may find sometimes an account holder would prefer a family member or a friend to discuss the order on their behalf, this could be down to several reasons, the account holder being elderly, disabled or just unable to speak with us direct. At the account holders request, we can discuss the order and action any amendment or exchange if the account holder has given us permission to discuss or action anything on the within the order. The account holder would need to firstly pass DPA checks either verbally or in writing, they can then give us permission to discuss the order (goodwill gestures/finance/cancellations) with the non- account holder.
It would be best to note in VCS that permission has been given to this named person (insert name) to discuss and action. (Refund’s etc will still need to go onto the token on the order in most cases).
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