Deactivation Process for Unrecoverable Devices

Overview

We will update the status of a registered Kazang device  to unrecoverable when we cannot locate it on the geo-location. This scenario occurs in the unfortunate event that the device has been stolen from the premises of the vendor.

It will be the responsibility of the respective representative or Kazang Agent to visit and inspect the site of the vendor post the incident according to the geo-coordinates of the device. The representative or Kazang Agent, will be required to update the status of the device to Deactivated for any of the below reasons:

• Device is no longer trading
• Unable to make contact with the vendor to determine the status for the device no longer trading
• The shop is no longer at the registered location
• Status of the vendor is unknown
• Vendor has relocated without notifying Kazang

When follow the deactivation device process, there are key points to remember as a support agent:

• Do not follow through with completion of a request that has been sent through from a representative or Kazang Agent as these device status change requests are only to come from the Sales Manager
• Should such a request come through, you will be required to be forward the request on to the Sales Manager for approval before proceeding.
• All requests must come through our FreshDesk or FreshChat channels. Any request that comes through any other channel should not be accepted.

FreshDeck Ticket Summary

With the request coming directly from the respective Sales Manager, here are few guidelines to identify on a successful ticket raised by the Sales Manager into the Contact Centre for assistance:

Request from Sales Manager:

The below details are required to reflect in the ticket request from the Sales Manager:

• Vendors Account Number in the subject line of the ticket
• Clear reason as to why the device status needs to be updated
• Pin Location of the vendors shop (Rep needs to provide this)
• Clear Photo of the shop's location with a status (Shop no longer there, shop, etc.)
• Screenshot of the Call History to the registered number of the vendor
• The date of the last successful trade/transaction of the vendors device

It is important to note that any request raised raised by anyone other than a Sales Manager should not be worked.

As a Support Agent, you will now be required to do the following steps to begin resolving the ticket:

Step 1 - Update the ticket properties entering the account number under the "Kazang Wallet Reference Number" tab

Step 2 - Update the classification to "Unrecoverable Device Deactivation"

Content Ready Account Status Update Summary

Now that the ticket on Freshdesk has been assigned and the classifications have been updated, you will now move to Content Ready to update the status of the registered device.

Step 1 - Filter search for the device reference number

Step 2 - Update the Notes tab that the device status has been updated to unrecoverable

Step 3 - From the Device info block, select Action followed by Unrecoverable

Step 4 - Update the Location to Client Value and then select Unrecoverable

Step 5 - Confirm the actions by selecting OK

The status of the device will now reflect as unrecoverable on Content ready. Now update the email ticket highlighting the change of the device status using the "Unrecoverable" canned response template.

*Have we missed anything in this article? 

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