Request Re-Open Process

Froggy Jumps

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Request Re-Open Process

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Juan Pablo Rios Mejia

Colombia

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Froggy Jumps Request Re-Open ProcessVersión en línea Request Re-Open Process por Juan Pablo Rios Mejia 1 When a law firm requests a cancellation a Determine if the request can be voided immediately or not b Void immediately and inform the CM via email or by calling c Open Ticket and close the request 2 When a law firm requests a cancellation, what is the FIRST step? a Inform the law firm the request will stay active and suggest reviewing cancellation next month b Confirm if it can be voided immediately or requires to be canceled with the provider/copy service c Proceed directly with the request voiding 3 To ensure efficient case handling, we allow law firms to provide documentation/information up to a 45 calendar days since ticket was created b 15 calendar days since ticket was created c 45 calendar days since ticket was closed 4 If there is a cancellation fee with the provider/copy service a Wait until the invoice is paid before mentioning the cancellation fee to the CM b Inform the CM in advance about the cancellation fee and add the cost to the cost tab c Add the cancellation fee as internal cost instead of the cost tab 5 What is the purpose of the 45 Calendar Days Rule? a To keep the request closed b To charge the law firm c To define how and when a completed or voided request can be re-opened based on time and issue type 6 When a law firm requests a cancellation that requires provider confirmation, who must the CSR contact? a The Record Retriever b The MRV c The Team Lead 7 What should the CSR do after the RR has confirmed the cancellation with provider/copy service? a Open a Ticket to inform the CM b Send an email or call the CM to inform about the situation c Void the request in the system

Froggy Jumps

Request Re-Open ProcessVersión en línea

Request Re-Open Process

por Juan Pablo Rios Mejia

When a law firm requests a cancellation

Determine if the request can be voided immediately or not

Void immediately and inform the CM via email or by calling

Open Ticket and close the request

When a law firm requests a cancellation, what is the FIRST step?

Inform the law firm the request will stay active and suggest reviewing cancellation next month

Confirm if it can be voided immediately or requires to be canceled with the provider/copy service

Proceed directly with the request voiding

To ensure efficient case handling, we allow law firms to provide documentation/information up to

45 calendar days since ticket was created

15 calendar days since ticket was created

45 calendar days since ticket was closed

If there is a cancellation fee with the provider/copy service

Wait until the invoice is paid before mentioning the cancellation fee to the CM

Inform the CM in advance about the cancellation fee and add the cost to the cost tab

Add the cancellation fee as internal cost instead of the cost tab

What is the purpose of the 45 Calendar Days Rule?

To keep the request closed

To charge the law firm

To define how and when a completed or voided request can be re-opened based on time and issue type

When a law firm requests a cancellation that requires provider confirmation, who must the CSR contact?

The Record Retriever

The MRV

The Team Lead

What should the CSR do after the RR has confirmed the cancellation with provider/copy service?

Open a Ticket to inform the CM

Send an email or call the CM to inform about the situation

Void the request in the system

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Request Re-Open Process

Froggy Jumps

Sobre esta actividad

Creada por

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Request Re-Open ProcessVersión en línea

por Juan Pablo Rios Mejia

When a law firm requests a cancellation

When a law firm requests a cancellation, what is the FIRST step?

To ensure efficient case handling, we allow law firms to provide documentation/information up to

If there is a cancellation fee with the provider/copy service

What is the purpose of the 45 Calendar Days Rule?

When a law firm requests a cancellation that requires provider confirmation, who must the CSR contact?

What should the CSR do after the RR has confirmed the cancellation with provider/copy service?

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