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VI Customer Service and Reports Guide

CUSTOMER SERVICE TAB

The Customer Service tab allows VI NOW users to locate specific rewards, view a reward’s detailed activity information, as well as initiate available reward functions such as canceling a reward, canceling & re-issuing to an updated email address or physical address, re-issuing an expired reward, etc.

Reward Account Holder Search Fields:

• To locate reward information, search by one or more of the following Account Holder parameters: First Name, Last Name, Email, Order Number, Program, UDF 1-10 (User Defined Field), Dates. Click Apply.
• The search results that fit those parameters will populate below. You can filter results by the column headers.
• Click into the respective reward result to view reward information

 Key information available once a reward has been located/double-clicked:

• Order information:
  • Customer, program, order number, order, date, order name, order status
• Account Holder information:
  • First name, last name, recipient ID, email address, UDF information
• Reward information:
  • Amount, product, account expiration, code, code expiration, VRC link (link to
    reward)
• • Reward DNA:
  • Date and time stamps (all in Eastern Standard Time) of reward activity from the
    creation of the order throughout the entire lifecycle of the order.
    • For example, Order Created, Order Processing, Order Processed, Reward
      Sent, Reward Email Viewed, Reward Email Link Clicked, Reward Claimed,
      Reward Activated, etc.

Action items available to users. Each function below can be toggled on or off at a user-level.

• Cancel - This will allow the user to cancel the recipient's reward. This functionality is only available if the reward hasn’t been claimed and the link hasn’t expired. Funds are instantly reverted back to the program balance.
• Cancel & Reissue - This will allow the user to cancel and reissue the recipient's reward, to the existing account information or an updated one (email or physical address). This functionality is only available if the reward hasn’t been claimed and the link hasn’t expired.
• Resend Link - This will allow the user to resend the reward email to the recipient. This functionality is only available if the reward link hasn’t expired.
• Reissue reward - This will allow the user to reissue a replacement reward that will be funded by the program’s balance. This functionality is only available if the reward link has expired. This will allow the user to issue a new reward to the recipient without having to place a new order manually in the Orders Tab.
• Multifactor Authentication Reset - This will allow the user to reset a recipient's failed multifactor authentication attempts.
• Fraud Monitor Reset - This will allow the user to override a recipient’s fraud monitor status.
• GDPR Redaction - Recipient Data Redaction - This will allow the user to redact recipient data, in compliance with GDPR

REPORTS TAB

The Reports tab allows a VI NOW User to run reports to review their activity.

Reports included for all clients:

• Customer Balance Report - Shows the amount of funding available for each program in
  the local currency.
• Customer Transaction Report - Shows every program transaction across the client
  account, with the funding sources delineated.
• GDPR Redaction Report - Shows orders that had their PII removed using the GDPR Redaction button via VI Now or VI’s Recipient Experience Team.
• Master Funding Balance Report - Shows every program transaction for each Master Funding currency account.
• Program Balance Report - Shows every program transaction for an individual program.
• Sent Rewards Report - Shows all rewards sent including the timestamp of when the order was completed and reward was sent. This will include data for virtual programs only.
• Undeliverable Rewards Report - Shows all rewards that have been flagged as undeliverable.
  • For virtual rewards, VI will flag as undeliverable when a reward email is bounced back to VI servers.
  • For physical rewards, VI will flag as undeliverable when the reward is returned to sender