ONLY ONE BASE PACKAGE DISCOUNT ALLOWED

by **BraveAmethyst** 02/09/09, 05:58 am

What:
Remember, customers are only eligible for one base package discount at a time. Never disconnect a current base package discount offer to apply a new offer.

When:
Effective immediately

Why:
Our system will reject a new base package discount offer if the previous offer did not expire automatically. Even if it appears that the first month’s credit applies correctly, the system will reject future credits. This may cause the customer to lose their original discount and will result in a poor customer experience. In the end, your customer may wind up with no discount credits as a result.

How:
Always check the Credit Summary tab in Rio before extending any offer to your customer. If your customer is already receiving a base package discount and it is necessary to extend additional offers, use a one-time credit or free programming rather than a new base package discount.

IMPORTANT: Always reference your customer’s heart value to make sure that the total offers extended to your customer do not exceed the guidelines in DORIS.
Click on your customer’s hearts on the Rio dashboard to be instantly directed to the guidance in DORIS, or see DORIS (path: Billing > Adjustment Credit Codes > Heart Guidelines).