1. How to
use the Deardorff tool to handle
inbound & outbound calls and
escalations regarding port in
promotion escalations.
2. Can only escalate or override if request
has been denied and another registration
for the same PTN is not already in the
Deardorff tool pending resolution
or approved.
Tier 1 = reprocess access; override requests route to Tier 2
Tier 2= ability to reprocess and approve overrides
3. • Used for monitoring a customer’s progress through the promotion process.
• Create a new registration for a customer that has not registered
• Monitor a customer’s status through disposition updates
• Escalate a customer’s existing registration that may have been denied in error
• Ask for assistance from the Promo Help Desk
Deardorff Dashboard
4. • Search by BAN to look up registrations for all PTNs on BAN; be sure to pull
up the registration corresponding to the PTN you are working on
• Search by PTN to look up all registrations for a specific PTN; can only escalate
the most recent registration
• Double click on a record to review all details or escalate
• Click on Escalate to modify the PTN or amount and then re-send to
CRM or send as a Y, Y Override
Registration Look Up
5. • Manually register customer rather than route to website
• DO NOT USE: if you need to create manual registration and Y,Y override.
Route to Promo Helpdesk
• Required info:
o Promo
o PTN and BAN
o Customer First/Last Name, Email Address
o $$ amount to be approved
ETF Manual Registration
6. Denied for a reason that is now resolved. Escalate and Send to CRM
• Amount is incorrect - Escalate/Correct the amount/Send to CRM
• PTN is incorrect - Escalate/Correct the PTN/Send to CRM
• Account not in good standing before and is now
• Image denied and now verified via new image or with losing carrier
Denied for a reason that cannot be resolved; however, still want to approve
the request. Escalated and Request Y, Y Override.
• Sales misinformed; said would qualify and they won't
• Denied - Unable to process registration data
When to escalate:
7. • Customer has received a partial amount and qualifies for more.
• Need to create a manual registration and also override. Note: Do not create
the manual registration and then ask Promo Help Desk to override. This causes
delays in resolution as agent cannot send override request until 24 hours after
a manual registration. For CBO, create iCare Case to send RMA Kit.
• Registration is pending and needs a Y,Y override
• Customer has been given a service credit or check. Ask Promo Help Desk to
mark the registration paid so a card does not go out in addition to the
credit/check.
• Update name, email address, shipping / billing address.
If the issue is not addressed here, sup/mgr will bump up to vendor manager
and process manager for an answer.
When to use Ask Promo Help Desk:
8. • Required Info:
o Promotion Code
o Promotion Name
o Escalation Reason
Ask Promo Helpdesk