VIN Already In Use Error (Stub listing on user Account)

This article will instruct Customer Experience Specialists on how to handle a Zendesk ticket related to the Vin already in use error and provide an SOP to come to a solution this request 

Review Practices 

  • Select the ticket 
  • Review the comments left by the user that submitted the request 
  • Open OSS by following this link https://www.ksl.com/admin/member
  • Inside of OSS select “Member Tab”
  • Select “Email” underneath the search function
  • Copy the User email from the Zendesk and paste into search bar and select “Search” 
  • Thoroughly review the administrative notes for historical details associated with the account
  • Check to see if VIN is tied to the user’s account by looking to see if there are Stub listings. (These will show up as listings that have no title or price, “0.00” which will be displayed to the right of the listing)
  • If there are stub listings select “Login As” 
  • Open KSL website by going to the following link https://www.ksl.com (You will be logged in as the user with the listings)
  • Hover over Cars vertical at top right corner and select “ My Listings” 
  • Delete the Stub listing by selecting the delete/ trash can icon
  • Go back to Zendesk and fill out the following ticket fields:
    • Assignee: If not already in your name put it into your name 
    • Form: CX
    • Type: Question
    • Source: Input web, app or not defined depending on the request type
    • Category: Cars:: Bug/Error-CA:: Vin Issues-CA 
    • Priority: Normal (In the future this section will be built out further) 
    • Notes: Input MID associated with User
  • Select “Public Reply” and input your message to the user
    Ex.
    “Good afternoon,

    That VIN has been cleared from our system, you should be able to post your vehicle normally!

    Please let us know if you have any other questions, or if the issue persists!” 
  • After everything is updated, at the bottom right corner of ticket and select submit as solved
  • Go to OSS Select “Add New Entry” and input the notation template information housed below in “Account Notation and Tracking” 

 

You’re done!

Pending and Follow up requirements 

In the case that a customer experience specialist is unable to close to ticket due to needing additional information from the user, or due to internal barriers, the Customer Experience specialist that owns that ticket must complete the following:

  • Reach out to the user providing any updates of the request every 24-48 hours 
  •  In the case the user is unresponsive to our requests, customer experience specialists should make at least 2 attempts prior to closing the ticket
  • An email informing the customer that the ticket is being closed must be sent to the user informing them that upon reception of the requested information we will reopen the ticket. 

 

Account Notation and Tracking

At the closure of any ticket request via Zendesk, OSS notes sections must be updated with the following details: 

  • Issue:
  • Resolution:
  • Next Steps 
  • Copy listing 

Proper notation and tracking will give a full account understanding of previous interactions and/or issues for all future interactions with that user. 

 

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