Complaints, Inquiries, and Feedback Procedures
1. Overview
This document outlines the procedures for receiving, tracking, processing, and resolving consumer complaints, inquiries, and feedback submitted through various channels. It also describes the tools and processes used to manage and escalate issues effectively.
2. Contact Methods and Submission Channels
Consumers and Merchants may submit feedback, inquiries, or complaints using any of the following methods:
a. Phone
• Toll-Free Student Services Support Line (877) 405-4937, M-F, 8am-6pm EST
• Urgent matters call 24/7 Support Line at (877) 405-4937
• Merchant matters call (888) 381-8054, option 1 option 1
b. Live Chat
• Web Chat Portal: studentsupport.transactcampus.com
• Merchant Portal: support.transactcampus.com
c. Customer Satisfaction Survey (CSAT) Follow-Up
• After a customer service interaction, users may submit feedback via a CSAT survey for Student Services Support Department review.
• All CSAT responses, including negative ratings, are automatically directed to the supervisor inbox for review.
3. Required Information
When filing a complaint, please provide:
1. Customer/Merchant account number
2. Date and time of incident
3. Detailed description of the issue
4. Supporting documentation (receipts, statements, correspondence) 5. Contact information for follow-up
4. General Categories of Complaints
• Billing disputes and fee discrepancies
• Transaction processing errors/issues
• Equipment malfunctions
• Customer service concerns
• Account setup or termination problems
• Chargeback disputes
• Settlement delays
• Contract or pricing disputes
5. Tracking and Resolution Process
a. Tracking System and Record Keeping
• All complaints logged in a secure database.
• Records maintained for minimum five (5) years.
• All negative feedback or complaints received through CSAT surveys are logged manually in an Excel file titled “Negative CSAT.xlsx”, which serves as the central tracking log for follow-up and resolution.
b. Review & Escalation
• The feedback entries are reviewed directly by the Support Department.
• The internal review process includes:
o Categorizing the nature of the feedback (Complaint, Inquiry, Suggestion).
o Assessing if further investigation or escalation is needed within five (5) business days.
o Routing the issue to the appropriate department for research or resolution if applicable.
o Final internal decision within ten (10) business days after last correspondence.
c. Follow-Up & Communication
• A follow-up communication is sent to each customer who submitted negative feedback.
• The goal of the follow-up is to:
o Confirm that the customer’s concerns have been addressed. o Ensure customer satisfaction with the resolution provided.
o Close the loop with documented confirmation in the tracking log.
6. Tools and Forms Used
• Tracking Tool: Microsoft Excel – “Negative CSAT.xlsx”
• Email Communication: Outlook (Supervisor inbox)
• Live Chat Portals: studentsupport.transactcampus.com & support.transactcampus.com
• Five9 Phone Support Platform: Student Services line where calls may be recorded and logged
7. Responsibilities
Role Responsibility
Supervisors: Monitor incoming complaints, manage the tracking log, conduct reviews, and initiate follow-ups.
Support Team: Log phone/chat issues that escalate; follow standard operating guidelines for resolution.
8. Review & Audit
Regular analysis of complaint data received are for service improvement and reviewed monthly to ensure:
• Proper resolution timelines are being followed.
• No feedback is left unacknowledged.
• Review & coach agents if needed.
• Identify systemic issues
• Improve training programs
• Enhance service delivery
• Update policies and procedures
• Strengthen quality assurance measures
Transact + CBORD 08292025
Comments
0 comments