Process documentation
BILLING TEAM PROCESS MANUAL
TOOLS:
1. Backend
2. Zendesk
3. Payment G
ateways
a. Manual Gateways
b. Debit/Credit Card Gateways
I.
BACKEND
This tool is used to search all customer subscriptions and profiles. All requests by the agents,
finding credit card transactions, applying missing payments and fraud requests are in this tool.
Tasks to be accomplished
● Approve request filed by Super agents and agents.
● Process Approval errors.
● Check if the agents filed the correct request.
NEW REQUESTS
The requests on this queue must be reviewed daily. The task is to APPROVE or REJECT the
requests.
1. Access the backend from this website: https://backend.expressvpn.com/users/sign_in
then login with your username and password.
2. Select New Requests
Categories:
A. Requests Filed by Admins - these are requests filed by an Admin.
B. Requests Filed by Super-Agents - these are requests filed by the billing team and
Varona.
C. Requests Filed by Agents - these are requests filed by our support agents.
3. When approving New requests filed by an agent, make sure that they have filed the
correct request.
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4.
5.
6.
7.
8.
9.
a. CANCEL REFUND REVOKE - for customer refund requests.
b. CANCEL REVOKE NO REFUND - for customer cancellation requests without a
refund request.
Give a 3 - day allowance from the current date when approving requests filed by agents.
Example: If today is May 25, then you must process all new requests from until May 21
Only.
Approve all requests filed by the Super agents.
Manually process iOS, Android and Bitpay requests since they have to be refunded
directly from the payment gateway.
Leave all Paypal reversed requests on the queue - this is for Dan.
When you see a Paypal manual verification request, open the customer profile from
the clickable email.
Check for Paypal payments processed. If no payment was made wait for 2 more
attempts. If after 2 attempts, payment is still “0” - APPROVE. If a payment was made,
REJECT the request.
FRAUD REPORTS
The subscriptions on this queue were given fraud scores and must be reviewed daily. The task
is to filter the subscriptions which are SAFE and FRAUD.
1. From the backend, select Fraud Reports.
2. Select Fraud score on the Menu.
Guidelines and Fraud tips:
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➢ Auto Safe accounts: Bitpay, paymentwall, IOS, Andriod unless the account is
being shared (Check the error Tab to see if it is being shared)
➢ Almost Safe fraud addresses: APO, EDU
1. Check e
rrors tab if activated in many countries, mark account as FRAUD
.
Fraud scenarios:
1. Name and email address does not match, pasted credit card, no logins and no email
sent to support = FRAUD
2. Name and email does not match, signup and login from Auto Void countries >> NG, MA,
VN, BG, PK, SY, ZA and is pasted card = FRAUD
3. Names are numbers or combination of letters not considered as a word = FRAUD
4. PO box address + a pasted card = FRAUD
5. Email address and paypal email address does not match, signup and login countries
does not match, no payment = FRAUD.
Additional Fraud Tips:
1. Search zendesk for possible support emails from customer.
2. Search IP log-ins using ip tools.
3. Look out for combinations of PK and US addresses.
4. For MX sign ups look out for the name if its Mexican sounding.
5. If there was no reply to our verification email, auto fraud country signup even if its a
China log-in.
6. Take note of people asking about logs that we keep especially if it’s a pasted card. They
are most likely FRAUDSTERS.
7. Even if a website is a registered domain, try to find out if its a working website through
google or try to search for the domain registrant if it looks legit.
Auto FRAUD domains:
armyspy.com
cuvox.de
einrot.com
fleckens.hu
jourrapide.com
rhyta.com
teleworm.us
yopmail.com
lackmail.ru
mailinator.com
dayrep.com
gustr.com
superrito.com
polyfaust.com
ya.fm-post.net
SAFE ACCOUNTS
1. Auto safe more than 1 successful payment (not pasted card).
2. Try searching for the email address on FB/Gmail or Google and find out if it’s a legit
account.
3. Try searching for the US zip code in the USPS website and see if it matches the address
that the customer registered
*** XAPO is a debit card issued by Bitpay.
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1.
2.
3.
a.
b.
For PAYPAL:
Match the registered email address vs. the paypal email address.
Check for a failed payment, wait for 3 payment attempts before deciding to mark as
SAFE or FRAUD.
If no payment has been made:
SAFE - file a Cancel_Revoke_No Refund request
FRAUD - file a Cancel_No Refund_Revoke_Fraud request.
For REVERSED PAYPAL:
If the account is SAFE, file a cancel_revoke_no_refund request.
If the account is FRAUD, file a cancel_revoke_no_refund_fraud request.
If you are in doubt always send a verification email. Log the details on the spreadsheet
https://docs.google.com/spreadsheets/d/1Ih07rE765qFlVh0ZZbwAph8waPD2Qi0KGORW4
qu7oLM/edit?ts=-#gid=-
If no reply to the email we sent after 2 days - mark the account as FRAUD.
For multiple accounts, using 1 Paypal email (doubtful) - mark 1 account as fraud and
send verification email, if customer did not reply after 2 days. Mark all associated
accounts as FRAUD.
IOS / BITPAY FRAUD
We will not refund customers detected as FRAUD in these auto-void countries: NG, DO,
MA. Automatically mark the account as Obvious FRAUD.
1. Log the signup date, revoke date and email address on the Fraud spreadsheet - Angie’s
sheet.
2. Mark the account SAFE.
*** Never leave accounts more than 2 days old.
TIPS ON WORKING WITH THE FRAUD QUEUE
1. Filter by Fraud Score using the arrow buttons.
2. Review all sent emails using the search box “Sent days ago”
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Magic: If the page is loading more than 5 seconds, use the search box first before sorting
through the arrow buttons.
FILING A REQUEST
1. Open the customer’s account.
2. Select the Request TAB.
3. Under Make New Request, select the Type of request you need to file:
a.
b.
c.
d.
e.
Cancel Refund Revoke
Cancel Revoke No Refund
Cancel Refund Revoke Fraud
Cancel Revoke No Refund Fraud
Cancel Revoke Because Chargeback
4. Input the Zendesk ticket number.
5. Select t he reason.
6. Add Reason Details. And SAVE.
REFUND - filed by Agents
Agents will process refunds within a 2-month frame provided the account meets the following
criteria:
1. With TL / SME consent
2. Not a partial refund
3. Credit c ard and Paypal payments only
Billing action: Approve request in backend - no need to reply to customer.
II. ZENDESK
This tool is used to process tickets escalated by the agents, and all other communication with
the customer.
Access your account with this link: https://expressvpn.zendesk.com
Overview:
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1. Each Billing Team Admin has their own zendesk accounts for proper escalation
and ticket ownership.
2. There are 2 queue categories which needs to be processed Billing-related and
Non-Billing related.
3. Each Admin MUST process all the tickets on queue daily.
Rules:
1. All admins must process tickets by using the “take it” button.
2. If an admin is on a Rest Day or Leave, the admin/s on duty MUST take ownership of the
ticket.
3. All tickets must be processed consecutively and must not be skipped.
4. All tickets for escalation to Gerty and Angie (please leave notes), must be assigned to
them directly and SUBMIT as OPEN.
5. All processed tickets should be submitted as PENDING/SOLVED.
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A. TICKETS ESCALATED THRU EMAIL
REJECT REQUEST
1. Copy email address from zendesk
2. Open New Requests from backend
3. Click Reject
4. Reply to ticket with MACRO: Happy to Assist
5. Reply to agent if unable to find in backend.
VOLUME LICENSING
Email sent by agent:
1. Copy and paste the ticket # on Zendesk.
2. Open ticket and search email address from the backend.
3. Click 'Approved for volume licensing'.
4. Reply to customer using Macro: Approve Volume Order
- edit discount rate and number of licenses ordered
- send volume licensing discount schedule (if agent failed to provide)
5. Reply to agent email.
*** For 50 licenses or more, escalate to Gerty for Dan’s approval.
Pointers to remember about volume subs:
1. Existing subscriptions get "rolled over" to the business subscription.
2. Nothing gets "cancelled"
3. Credit remaining from "rolled over" subscriptions gets credited towards the business
subscription purchase
4. The discount is applied on the number of accounts in the NEW business subscription
5. At least 1 new account must be purchased to get into a business subscription pricing model
6. The renewal date of the new business subscription will be 1 month, 6 months or 12 months
from the date of purchase of the business subscription. That means accounts getting "rolled
over" won't keep the same renewal date as before.
CANCELING A SINGLE LICENSE
1. Ask for the email address/account the customer wishes to cancel.
2. Revoke the account.
3. Manually refund the amount.
4. Reply to the customer.
MISSING CREDIT CARD PAYMENT
1. Search the last 4-digits of the credit card from the Find CC Tool in backend.
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c.
d.
2.
3.
a.
b.
c.
4.
5.
6.
7.
8.
a.
b.
c.
d.
a. Use last 4-digits, amount, date range from current month.
b. Use first and last name search.
Use last 4-digits and last name search.
Use last 4-digits and first name search.
If found, copy and paste the transaction ID to the gateway where payment is posted.
Manually create the customer account:
Capture payment from the payment gateway
“Apply missing payment” from backend
Create profile (billing account according to plan)
Edit comments “Manually created account. Mae (mm/dd)”, then SAVE.
Open the ticket and change the Assignee name to the agent who sent the request,
SUBMIT as OPEN.
Reply to the agent email: “I have applied the payment, please send the details to the
customer. Ticket has been re-assigned. Thanks.”
Verify the account created by searching from the backend using the customer email.
If payment is not found:
Search each gateway using the last 4-digits of the card.
Ask for the first 4-digits or first 6-digits of the credit card, whichever is applicable.
Ask for a screenshot of the transaction.
Double check/ review the details provided by the customer.
MISSING PAYPAL PAYMENT
1. Open the email and ticket in Zendesk.
2. Search the transaction ID from backend.
3. Check with Varona to see if she can find the associated Paypal transaction in Paypal’s
system. If Varona does find the missing payment, make sure to get a screen shot from
her. Check our backend to see if you can find the transaction under the Paypal email
address in the screenshot. If an account was already created under a separate email
address, email the customer the details. If the transaction is not in the backend but if you
can determine from the Paypal screenshot that it’s a RECURRING PAYMENT
PROFILE, ask Varona to cancel the profile.
4. Apply the missing payment from backend. Verify the account created under transaction
details if it’s “n/a”
5. Reply to the email adding Varona to the thread and a request to verify the missing
payment.
6. Reply to the customer using MACRO > Account Details. Edit as necessary and SUBMIT.
- Get the setup link from the licenses tab
- Copy and paste the login link from the Subscriptions tab.
*** Inform Varona to cancel the auto-renewal for the applied missing payment made.
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POSSIBLE HACKED ACCOUNT
Check the account if it was indeed hacked.
If hacked:
1. Revoke the current active license and assign a new one.
2. Send an email to the customer using the "force password reset macro"
If the account is fraud:
1. Mark the account as fraud
2. No need to reply to the ticket.
3. Set to pending
*** Escalate to Gerty
B. ASSIGNED TICKETS
FRAUD VERIFICATION (SAFE)
1. Open ticket, copy and paste email in the backend.
2. Open the account from the backend, check the REQUESTS tab for fraud reason.
3. Verify account if SAFE and there’s no need to call the customer.
4. Mark the account as SAFE. Reply with MACRO: Verified - Credit Card/ Paypal
Successful/Paypal Failed
FRAUD VERIFICATION (NEEDS FURTHER DETAILS)
1. Open ticket, copy and paste email in the backend.
2. Open the account from backend, check the REQUESTS tab for fraud reason.
3. Verify the details such as name, email, credit card, login and payment.
4. Reply to the customer:
- If credit card was used send MACRO > Scanned CC
- If paypal was used send MACRO > Ask for phone number
5. Reply to the agent’s email a needed.
6. If the customer replied, match the details from the backend
- Scanned CC: Match the name, and last 4-digits of the card
NO REPLY: Set to Internal Note with “Obvious FRAUD” and SUBMIT.
If VERIFIED SAFE: Reply with MACRO - Verified - Credit Card/ Paypal Successful/Paypal
Failed
*** If a customer replies to the ticket sent from verification emails, and has not been
marked as FRAUD, do the following based on scenario:
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1. Review the account, and if it is SAFE, mark as SAFE with the Verified SAFE
macro
2. Review the account, if and unsure, log on the phone verification sheet, add
internal notes and assign ticket to Angie.
FRAUD CLAIM
1.
2.
3.
4.
5.
6.
Copy and paste the last 4-digits on the Find CC Tool from backend.
Input the date range for the transaction mentioned.
Input the amount of the transaction. Select SEARCH.
Find the associated account from the search results.
File a CANCEL_REFUND_REVOKE_FRAUD request.
Reply to the ticket with MACRO: Fraud claim.
USAePay SEARCH FOR FIRST 4-DIGITS
1.
2.
3.
4.
5.
6.
Access the USAePay Merchant Console (Username and Password)
Select “Search”
Search Last 4 of Card Number
Select “Details”
Select the Card Number
Select “Change Card Type” and the BIN will Appear
VERIFICATION CALL (Credit card)
Open the account from the backend.
1. Verify the email address used to open the account.
2. Verify the plan purchased/amount.
3. Verify the billing address.
4. Verify the last 4-digits of the credit card that was used.
Once the account has been verified, send the MACRO: Verified Account - Credit card
VOID PENDING TRANSACTION
1. Copy the email address and search from the backend.
2. Copy the transaction ID from the Payments tab.
3. Open payment gateway > Reports > paste the transaction ID and select year to 2014.
4. Click the transaction ID and select VOID>VOID
5. Reply to zendesk ticket with VOID MACRO (edit words/phrases as necessary)
6. Click SUBMIT.
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MISSING PAYMENTWALL FROM LEDGER
1. Log in to Paymentwall.
2. On the upper right click "v" like button.
3. Then choose INQUIRIES.
4. Send the missing payments request through Add New Inquiry button
Inquiry subject: Please help us locate this account.
Hello Team,
We are unable to find this transaction on our Paymentwall ledger. Kindly help. Thanks
Missing transaction email:
Transaction ID:
Amount:
Transaction Date:
5. Click Submit.
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Sample: https://api.paymentwall.com/developers/help/inquiry?id=182381
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Reminder: Even if the customer sent a transaction number and the payment is missing, it does
not mean that the payment went through.
6. Leave the ticket OPEN and add internal note: Waiting confirmation from Paymentwall support
.
MACRO:
Hello,
Thanks for contacting us. Unfortunately we are unable to locate your payment from our ledger.
We have contacted Paymentwall to confirm the transaction and we will get back to you as soon
as we have an update
Thanks for your understanding.
Cheers and regards,
Ben
ExpressVPN Billing
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REPLY TO AGENT:
MULTIPLE REFUND
1. Check zendesk for ticket and email
2. Search for the valid payment gateway to refund
3. Make New Request>Cancel Revoke Refund/No Refund
Details:
Manually refunded (include dates)
4. Reply to customer ticket using macro.
5. Reply to agent.
MISSING IOS PAYMENT (ARCHIVE)
1. Open the email and ticket.
2. Manually create the account with the following details:
- Create profile (billing account according to plan)
- Edit comments “Manually created account. Mae”, then SAVE
3. Open the ticket and change the Assignee name to the agent who sent the request, tick off
the check box and SUBMIT.
4. Reply to the agent email: “I have applied the payment, please send the details to the
customer. Thanks.”
5. Verify the account created by searching from the backend using the customer email
DOWNGRADE SUBSCRIPTION
1. Open ticket and search user from backend.
2. Look for the payment gateway that was used (pending).
3. Capture the payment and edit amount to $12.95 or $59.95.
4. Open customer profile from the backend. Add comments “Manually captured $12.95. Mae”
5. Edit payment expiry date, amount and billing cycle.
6. Reply to customer ticket wIth the MACRO: Downgrade (Pending Payment)
● If payment has been approved, refund the difference manually. Add EDIT notes
“Refunded $ - Mae (date)”
CASHFLOWS
This gateway does not allow manual charge. For downgrade, VOID the payment and let the
customer sign up again.
1. Access the account.
2. File CANCEL_REVOKE_REFUND in backend.
3. Reply to customer with VOID macro.
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REACTIVATE ACCOUNT
Usual scenarios are the account being cancelled due to non-receipt of payment for 3
days from Paypal and was successfully re-billed after 3 days.
1. Open ticket from Zendesk.
2. Apply the payment
3. Edit payment expiry date, amount and billing cycle.
4. If its a missing payment, assign back ticket to agent. If an email is sent, reply to the
agent “I have applied the payment, please provide the details to the customer. Thanks.”
5. If it is a reactivation due to improper revoke, reply to ticket with MACRO: Account details
(edit as necessary).
1.
PROCESSING ANDROID
Missing Android Payment
1. Search the account from backend using the transaction ID with “GPA.”
2. Create the account from the backend using “Apply Missing Payment”
3. Log details in the Fraud escalation sheet (android refunds).
4. Reply to agent for details to send the customer.
●
●
If failed payment, send an email to Gerty
All missing payments with billing created accounts, are to be processed by the agent.
Android Refund
1. Log the request in the sheet.
2. Send a PM to Gerty via Skype.
TRACKING DOWN A MISSING BITCOIN PAYMENT
1. Open the ticket from Zendesk.
2. Review the customer’s payment from the backend.
3. Access the Bitpay account:
https://bitpay.com/
Username:-Password: R
4teM4Enu7sPf2XeuNv
4. Click USD Ledger from the Bitpay site.
5. Search for the email address, you may use CTRL+F to search the payment.
6. Copy a
nd paste template and send thru personal email:
To:-CC: billing team
Subject: Tracking down a missing bitcoin payment
Hi Team BitPay,
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A customer paid us $(amount) USD on (date) and is requesting for a refund. However,
we couldn't find the payment on the ledger or the invoice itself.
Customer provided the following info:
E-mail address:
Bitcoin wallet address:
Thanks.
*** Do not send screenshots to Bitpay support.
Reply to the customer with MACRO >Account details, edit as necessary.
BITPAY UNDERPAYMENT
Check how much is the under payment. If the balance is $1-$2 apply the payment manually.
Resolve all located missing bitcoin payment.
BITPAY REFUND
This is another type of manual refund, requested by the customer.
1. Ensure the agent has asked the return wallet address to send the payment refund.
2. Open the email from the agent and ticket from Zendesk.
3. Open the customer account from backend to confirm the posted payment.
4. Access the Bitpay account:
https://bitpay.com/
Username:-Password: R4teM4Enu7sPf2XeuN
5. Click USD Ledger from the Bitpay site.
6. Search for the email address for refund, you may use CTRL+F to search the payment.
7. Copy a
nd paste template and send thru personal email:
To:-CC: billing team
Subject: Please refund
Hi Team BitPay,
Please refund this invoice:
(URL from Bitpay)
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by sending the bitcoin equivalent of ($12.95) to bitcoin address:
(asked from the customer by agent - Alphanumeric)
Please refund the USD amount of the invoice and NOT the bitcoin amount of the invoice.
(team, FYI, this is for (customer email)
Thanks,
Mae @ ExpressVPN
8. Access the customer’s account from backend.
9. File CANCEL REVOKE NO REFUND> Customer request
Details:
Requested BITPAY support to process the refund.
10. Reply to customer using MACRO: Paymentwall refund. Edit to Bitpay and delete the last
sentence.
11. Reply to agent email.
BITPAY REFUND 2
1- log in to bitpay and click on Payments
2- Click on the magnifying glass icon and enter the invoice ID
Invoices could be found on our US Ledger under "Overview"
Note that the Invoice ID are alpha numeric and is found after "=" the equals sign on the invoice
link
enter the invoice ID and click on the account on the search result
a new window will open, click on "Refund" and complete the refund
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Select the email address used by the customer and “View Confirmation”
Input the amount to refund and select REFUND PAYMENT.
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AFFILIATE INQUIRY
Email all Affiliate Inquiries to Sinead:-
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III. PAYMENT GATEWAYS
This tool shows all customer payment transactions.
Credit Cards: (active)
Signature Tsys ExprsVPN
Vantage ExprsVPN
ECS Global ExprsVPN
Signature Merrick
Signature WAB
Qualpay
Cashflows
VantageWells
Secure Bancard
Expitrans Deutsche
Maverick
Credorax
Payvision
Credit Cards: (closed)
Gravity ExprsVPN
Signature Global
Signapay ExprsVPN
Signapay Cynergy
Signapay FD ExprsVPN
EdataTransfirst
Paymentwall
Google Play (Android)
iOS - inactive
Other Payment Systems:
Paypal
Bitpay
IV. CHARGEBACKS
Chargeback – is a dispute initiated from either the issuer or the cardholder. A chargeback has a
financial correction associated with it and the merchant is debited for the chargeback. If the
processor is able to represent the chargeback with information from the merchant and the
merchant provides a valid remedy, they will be issued a temporary credit.
This task is for credit card chargebacks filed through each payment gateways.
1. Login to the gateway and processor
2. Chargeback reports and adjust the date range between (7 days - Thursday of previous
week to Wednesday of current week)
3. Copy and paste the Transaction Details in Notepad.
4. Click the detailed report link and copy paste Transaction details in notepad.
5. Copy and paste the last 4-digits of the credit card on the Account number field from the
payment gateway.
6. Limit the Date search field to 1 month and Submit.
7. Look for the transaction that matches the date and amount from the transaction details.
8. Copy and paste the Transaction ID in the backend.
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9. Verify the Transaction ID and amount.
10. Go to the Requests tab, Make New Request > Cancel Chargeback>Other >
Details: Charge back (Transaction date)
11. Copy and paste the name and email on the notepad.
12. Fill out the required fields on the spreadsheet (Chargebacks June xxxx - June xxxx) for
the said payment gateway chargebacks.
● If the amount is refunded, email Gerty.
● If missing information (no card number or first 4-digits is needed), email Gerty
● Note REFUNDED transactions including date
For Proactive chargebacks, follow this link:
https://docs.google.com/document/d/1YB78Cp_eEcmow37p3qKOwRYt9fZ-eC2JUfoYwUvtGPs/
edit?ts=56d7d2dd
Chargeback review (for FRAUD practice)
1. Review the email for each gateway in the chargeback sheet.
2. Assess the account why a chargeback is necessary, input the Signup/Login countries,
BIN, Fraud score
3. Log justification (Why Yes/NO?) in the charge back sheet.
GATHERING DATA FOR CHARGE BACKS
This only applies to gateways which have .CSV or .XLS download formats.
1. Download the .CSV or .XLS file from the gateway.
2. Copy the data from row 2 onwards and paste on the charge back sheet which has the
gateway name and number 1.
Ex: Signapay ExprsVPN 1
3. Copy the data from Sheet 1 to Sheet 2
4. Paste to the original sheet as “paste as value” under the “Card number” column.
HIGH RISK FRAUD - CASHFLOWS
These are transactions where we think would file a charge back in the future. So to avoid this,
we are refunding the transactions proactively. This task is done DAILY.
1. Open the charge back site with the login details found on the Password sheet.
2. From t he left Menu, click Merchant Accounts and Merchant Account Statement.
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3. Select the date TODAY.
4. Select the type from the drop down “High Risk Warning Fee”. Then SEARCH.
5. Click the Reference ID and open to a new window.
6. Get the Cart ID and copy paste in backend.
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7. File a CANCEL_REFUND_REVOKE_FRAUD.
8. Details: Fraud - High Risk
9. If there are 2 transactions filed as High Risk, select REFUND and input the same details
as Fraud - High Risk Warning and include the transaction ID.
V. DMCA (Digital Millennium Copyright Act)
These sites are used to monitor the EVPN servers/data centers and abuse tickets need to be
replied to within 24 hours.
Data Centers:
MidPhase, WebNX, Contina, Gigenet, Rapidswitch, Take2Hosting, Ubiquity, Quadranet, i3d.net,
Leaseweb, Blackknight.
1. Look for requests with Abuse, Copyright Infringement, Unauthorized distribution, File
Sharing, Torrent downloading, Bittorent.
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2. Post a follow-up/reply on each ticket for every server.
3. Send tickets to Dan with subjects Immediate action, spam, network attack,
malware.
4. For Ubiquity escalations, include the ticket link since it is difficult to search by ticket
number on their platform.
Email recipients for ticket abuse escalations:
To: Dan, Francesco, and George D (be careful, not George F)
CC: Billing
●
●
Ignore if it's just the standard one that says there's a DDOS going on and we're
going to null route and restore after X hours or minutes. If you see something out
of the ordinary, please still email.
If it's a ticket that we ourselves initiated, there's no need to send an email
stating that we got a reply. But do let Dan and Co. know of any replies on
tickets the data center initiated (even if we've already replied once).
For base-64 codes, use this link to decode:
https://www.base64decode.org/
PAYPAL REFUND
These types of refund is handled by Varona.
1.
2.
3.
4.
●
Review the ticket/email. Search account in the backend through email.
Confirm the payment from backend.
Log the details to Varona’s sheet named: Paypal Refund Escalations
Update backend and ticket with an internal note:
Added to Varona’s sheet. - Mae
5. Reply to agent’s email.
If request needs Varona’s assistance:
1. Select Reply All to the email, add-.
2. Note the email with “Adding Varona to the thread”; then compose your email if additional
research was done or other details are needed by Varona to investigate. And SEND.
3. Add tag “varona_escalation” and submit the ticket to OPEN.
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BILLING TEAM PROCESS MANUAL
CREATING INVOICE
1. Review the ticket request, copy and paste the email address.
2. Access the account from the backend.
3. If invoice request is for individual use the following WORD template:
4. If the invoice request is for volume licensing, use the following WORD template:
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5. Edit the customer name, company name, email and address.
6. Edit the Due date, item date and subscription cost.
7. Save As PDF with filename: INVOICE_(Customer name)
8. Reply to ticket with MACRO: Invoice request. Edit as necessary.
9. Add Invoice as attachment, SUBMIT.
10. Reply to agent email.
CYBERMONDAY
Applicable to New Signups only.
1. Agents will log the details on a spreadsheet and escalate all tickets to Billing
2. Billing team will add 1 year free on the account and reply to the customer.
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DOUBLE CHARGED iOS AND PAYPAL/CREDIT CARD
1. Open the ticket from Zendesk.
2. Search t he customer’s account from backend.
3. Locate the Paypal payment. File a Refund on the Paypal payment and Cancel for
auto-renewal.
4. Reply to customer via ticket.
Hello,
Thanks for contacting us. Since iTunes does not enable us to refund app purchases directly, we
have refunded $99.95 to your Paypal account (Paypal email address). Please check your
account for the status.
Auto-renewal has been turned off as well so no renewal attempts will be made by Paypal.
Thank you again for your understanding.
Cheers and regards,
Ben
ExpressVPN Management
BUSINESS PROPOSAL
1.
2.
3.
4.
Agent should send an email to-.
Assess the request as necessary:
If they are truly asking for partnership i.e. cooperating on our product with us, then yes.
If they want to sell us ads or servers then no.
Send an email to Dan.
Tag the ticket as business proposal, leave internal note and set to OPEN.
VI. ARCHIVED PROCESSES:
PAYMENTWALL REFUND (ARCHIVE)
1. Login to the Paymentwall gateway.
2. Select Research and Refund > Search transaction ID under Ref ID> Search
3. Click Add ticket.
4. Fill out the form with the following details:
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INQUIRY TOPIC: Refund request
YOUR MESSAGE:
Please refund this transaction and kindly send an email to the customer. Thanks.
Customer's Email:
Click SEND
Reply to zendesk ticket with MACRO: PAYMENTWALL REFUND (edit as necessary)
Copy ticket #
Access the account from Backend> New Request>Cancel_Revoke_No
refund>Customer request
9. Details: Manually refunded.
10. Reply to agent email.
5.
6.
7.
8.
OLDER THAN 10 DAYS (ARCHIVE)
This process is done every 3 days or twice a week. The same process and decision making
applies for FRAUD
1. Access Fraud escalation sheet look for sheet “Older than 10 days”
2. Access F
raud Reports in backend> Fraud Score>Show all other subscriptions
3. Review f or fraud subscriptions, if FRAUD log in spreadsheet and reason for marking
FRAUD.
4. If account has 2 payments mark as SAFE.
AFFILIATES (archived)
These are customers who have signed up and would want to earn commission. This task is
reviewed daily and the report is done every 4th of every month.
REVIEW/ APPROVE/ DECLINE AFFILIATES (ARCHIVE)
1. Open the affiliates website https://vpnaffiliates.com/affiliates/merchants.
2. From the Affiliate manager, under Search, select “Pending Affiliates“ and click the Pencil
button.
3. Open the link under Web URL on a new tab and review the website of the affiliate if it is
VPN related.
● Try to do more investigative research like on Zendesk see if the person referencing this
website had written to support and from what email address so we can be sure that we
are communicating with the correct email.
● If not, select Status to DECLINE and SAVE.
4. If the affiliate website is VPN related, APPROVE the request.
5. From the Tracking tab> Cookie Settings select ‘Overwrite previous cookies’ and Save.
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BILLING TEAM PROCESS MANUAL
6. Compose and send an email using the Affiliate Gmail Account with the
following format:
Subject: Affiliate Program @ ExpressVPN
Dear (customer name),
Thanks for your interest in promoting ExpressVPN. We have one of the highest payouts and
best conversion rates in the industry. We’d love to work with you to make sure that ExpressVPN
is the top recommended provider on your site.
I have just approved your affiliate account. The commissions for 1/6/12 month packages is
$13/$22/$36. If your site brings 25 or more sales per month, the commissions are negotiable.
We like our affiliates to reference on their websites the annual package pricing of $8.32/month,
which is the lowest average monthly cost among subscription choices (and the highest paying
commission).
Here is the tracking link to put on your site:
http://www.linkev.com/?a_aid=link
Please note that expressvpn.com should not be directly linked from your site. We do ask that
your outgoing link will be set to the above target URL, or if you have your own redirection
system in place, please set its destination as this same URL.
Here is the login information to view stats:
https://vpnaffiliates.com/affiliates/affiliates/login.php#login
Username: (customer email)
Password: <>
Please let me know if you need anything from my side in terms of banners or more information
about ExpressVPN.
Payouts are once per month via Paypal. We pay by the 15th of the month for the previous
month's sales. If the amount is less than $100 it will roll over to the next pay period. Also, we
reserve the right to reject payouts for fraudulent sales (where the buyer has a stolen credit card,
etc.). If you are able to generate monthly commissions exceeding $1,000, you have the option
to receive payments via wire transfer instead of Paypal.
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BILLING TEAM PROCESS MANUAL
sales!
Please let me know what else I can provide for you. Looking forward to seeing your
Kind regards,
Mae Alvero
Express VPN
REQUEST TO SIGN UP FOR AFFILIATES (ARCHIVE)
Email all Affiliate Inquiries to Sinead and Alice:-;-1. Open and review the ticket to check for affiliate requests.
2. Compose and send an email using the Affiliate Gmail Account with the following
format:
Subject: Affiliate Program @ ExpressVPN
Dear XXX,
I'm the affiliate administrator for ExpressVPN. We are one of the best brand names in the VPN
industry and are interested in working with you on a pay per sale basis. Can you please let us
know how you are looking to drive traffic to our site?
Also, if you haven't yet signed-up for an affiliate account, please go to
https://vpnaffiliates.com/affiliates/affiliates/signup.php#SignupForm in order to sign up.
Please reply on this email once you've signed up so I can approve your account and send you
the full information about our program including the commissions, payout schedule, tracking
link, etc.
Thank you so much for your interest.
Kind regards,
Mae Alvero
Express VPN
3. From Zendesk, note that you have replied to the customer through Affiliate Gmail account.
Ping Sinead/Alice if ticket has not been responded in a couple days.
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MONTHLY REPORT: SALES
Assignments for each team member are given by Gerty every 3rd of the month.
1. Open the Commission button from the Affiliate desktop.
2. Open t he Affiliate spreadsheet, duplicate the previous month sheet and rename to the
current month report.
3. Copy and paste the email address of the affiliate customer and search from the Affiliate
drop down and Enter.
4. Select ‘Default Express VPN Campaign’ from the Campaign drop down.
5. Select “last month”.
6. Check the Approved box and de-select Decline/Pending from the Status field. Then
SEARCH.
7. Check the number of populated results and log in the Affiliate sheet for approved and
decline sales.
8. Do this in the other accounts.
MONTHLY REPORT: UNIQUE # OF CLICKS
1. Open the Affiliate manager button from the Affiliate desktop and the Affiliate
spreadsheet.
2. Copy and paste the email address of the affiliate customer and search from the Affiliate
drop down and Enter.
3. From the results, select the pencil button for the parent account.
4. Click the Stats tab and select “last month”.
5. Scroll and look for unique clicks and sales data and log in the Affiliate spreadsheet.
IOS REFUND (ARCHIVE)
All refunds for IOS payments are done via Paypal. If customer does not have a Paypal account,
refund request must be processed through iTunes.
2. Open the ticket from Zendesk.
3. Verify the account if it’s an IOS payment.
4. Send the MACRO > IOS Refund
5. Submit the ticket. If an agent sent the request through email, reply to the agent.
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