Support Center Other Functions

This Ongoing Management Guide provides the steps required to maintain, troubleshoot, and optimize the Support Center function within the TRIFFT Cockpit to ensure high-quality member assistance and data integrity.

Other functions covered

• Member Lookup & Verification: Finding profiles via Email, Phone, or Member ID to verify identity.
• Manual Loyalty Adjustments: Adding or subtracting points and overriding tier statuses for "goodwill" or error correction.
• Transaction Auditing: Reviewing the Order Ledger to reconcile missing points or investigate failed webhooks.
• Privacy Lifecycle Management: Processing Right to Access (SAR) or Right to be Forgotten (anonymization) requests.
• Activity Log Monitoring: Reviewing chronologies of member events (emails sent, points earned, rewards claimed).

Action description (Example: Resolving a Member Inquiry and Adjusting Points)

1. Navigate to the Support Center: Log in to the TRIFFT Cockpit and go to Support Center > Members.
2. Locate Member Profile: Enter the member's primary identifier in the search bar and select the correct profile from the results.
3. Review Activity Feed: Check the member's timeline to see recent orders, redemptions, or communication history to understand the context of the inquiry.
4. Initiate Adjustment: Click the Wallet tab and select Adjust Points.
5. Enter Transaction Details: Input the amount to add or remove and select a mandatory Reason Code (e.g., "Customer Service Goodwill").
6. Override Status (Optional): If the member was incorrectly tiered, go to the Tier tab to manually set the correct level and expiration date.
7. Add Testing/Validation Steps: Ask the member to refresh their Mobile App or Web Portal view to confirm the new balance or tier appears immediately.
8. Confirm and Audit: Save the changes and verify that the adjustment is recorded in the member's internal log and the project's global Audit Log.

Ongoing management checklist

• Reason Code Audit: Periodically review manual adjustments to ensure support staff are using correct and descriptive reason codes.
• PII Access Review: Ensure that only active support staff have roles permitted to view sensitive member contact information.
• Order Sync Health: Check the Orders section daily for any transactions marked with "Failed" or "Pending" statuses that may require manual intervention.
• Privacy SLA Tracking: Monitor the Privacy Requests queue to ensure all data deletion or access requests are completed within legal timeframes.
• Segment Accuracy: Verify that manual tier overrides correctly place members into the expected Segments for targeted messaging.
• Communication Verification: Use the member's communication log to troubleshoot why a specific Push Notification or email might not have been delivered.