SOP: Managing Payment Support Cases

Purpose

To ensure timely response, accountability, and proper case hygiene for all Payment Support cases within Salesforce.

Scope

Applies to all team members managing or supporting Payment Support case types, specifically Ethan and Lux.

Responsibilities

• Ethan and Lux are the primary owners of all Payment Support case records.
• It is their responsibility to ensure cases are worked, updated, and assigned appropriately.

Procedure

1. Monitoring “Not Started” Cases

• All cases in the "Not Started" status must be reviewed and responded to or resolved within 24 Business hours of case creation.
• There should be no Payment Support cases lingering in "Not Started" beyond the 24-hour threshold without valid reason and documented context.

2. Case Assignment and Ownership

• When beginning work on a case, the agent must assign the case to themselves immediately.
• Case ownership must always reflect the current working agent.
• All Payment Support cases must remain assigned to either Lux or Ethan — ownership should not be transferred outside of this group.
• If a case is inadvertently assigned to someone else, it is their responsibility to reassign the case back to themselves if they intend to work it or to Ethan/Lux if they are not.