Squee | Internal Customer Service Operations Communication

Part 1: Memo from Stakeholders

Here is a mock memo from engineering stakeholders at a fictional gaming company, Squee. My objective is to review this memo, contact stakeholders with questions on behalf of Support, and draft an official internal communication using the details provided.

Subject: URGENT - Failed Purchases Defect

In March, our number of ingame purchases of access to locked worlds didn't line up with the amount of money GPortal charged our customers. We believe that some locked world purchases didn't process correctly even though the customer was charged. This appears to be GPortal purchases only, but if we find GCentral users complaining of the same situation, we can handle them the same. At this time 1/2/3 world purchases appear to be having issues.

Requirements for this specific scenario:

• Customers must provide a screenshot of the receipt that they paid for locked worlds.

• Advocate is unable to find a corresponding charge in the Purchases table in AcctTool.

• If the customer paid for locked worlds, and it does show up in AcctTool, but the user states they just don't know how to access it, please handle as normal, this is NOT the situation we are looking for.

Resolution:

• Use the Troubleshooting - Purchase Failed macro to respond to the user.

• This macro will need to be personalized, 3 different responses are available, but only one will be appropriate, so make sure to delete the lines that are unneeded.

• Once you have a receipt as well as know which number of worlds they wanted to purchase, and apply the appropriate option to give free locked worlds.

• Please avoid blaming either GPortal or Squee, if further back and forth with the customer is needed, just let them know it didn't process correctly, but we've been able to unlock the world now.

  
  

SuperPass Exception: If the receipt shows they paid for a SuperPass, please let the customer know they'll need to be transferred and escalate the situation directly to Liz C. We don't think we will see any of these, but she will need to see them ASAP if they do show up.

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Part 2: Internal Communication

Below is what I would draft and provide to the internal Customer Service Operations team based on the information provided in the memo from Part 1.

Incident: Handling Failed Purchases of Locked Worlds

Key Details:

• We have identified a potential issue with in-game purchases of locked worlds through GPortal. 

• In March 2025, several customers were charged but did not receive access to the worlds they purchased. 

• To identify this issue, confirm that the customer has proof of purchase for locked worlds and that the purchase is missing from the Purchases table in AcctTool.

• It appears purchases of one-, two-, or three-packs of worlds may have failed during this window. 

• At this time, we have only identified this incident in GPortal. Should we identify a GCentral customer experiencing the same issue, the below steps will resolve the issue in both environments. 

Steps to Resolve:

1. Respond to the customer with a request for proof of purchase (receipt) - this will also indicate the number of worlds they attempted to purchase.

2. Verify purchase is not recorded using the Purchases table in AcctTool.

3. Use the Troubleshooting - Purchases Failed macro to respond to the customer.

   1. Delete unneeded lines in the macro.

   2. Refer to parent Case #12345 as an example response with revised macro. 

4. Credit locked worlds using the appropriate option in the Free Worlds Credit module in AcctTool, and mark the case as resolved. 

5. Link your case to Jira #100 for tracking.

Important Notes:

• If the customer provides proof of purchase for locked worlds, but their purchase is logged in AcctTool, please handle as normal; this is not a Failed Purchase issue. 

• If a GCentral customer is identified as experiencing the issue, comment on Jira #100 with relevant details and tag Bill Barnes (Product Manager). 

• If the customer requests additional detail, use neutral phrasing: “The purchase did not process directly, but we have unlocked the world for you.”

• As with all GPortal world purchases, we are unable to provide refunds. 

• If the proof of purchase indicates the customer purchased a SuperPass, let the customer know you are escalating their request. Transfer the case directly to Liz C. (SuperPass SME). This situation is unlikely, but must be escalated immediately if encountered. 

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Part 3: Clarifying Questions for Stakeholders + Additional Assumptions

Given this is a mock exercise, some assumptions must be made to complete the assignment. These assumptions, as well as clarifying questions I would ask stakeholders if this were a real situation, are listed below.

Stakeholder Questions (assumed responses italicized):

• What is the Jira associated with this incident? Jira #100.

• Should we link associated cases with this Jira for tracking? Yes.

• If we identify GamerCentral customers who have experienced this issue, would you like us to notify you? If yes, how? Please have the agent comment directly on Jira #100.

• Can we make an exception to company policy and provide refunds if impacted customers request one? No.

Additional Assumptions:

• Agents are familiar with all tools noted in this article.

• There is a parent case (Case #12345) agents can refer to as an example of how to resolve. 

• Primary Stakeholder is Bill Barnes, Product Manager for GamePortal and GamerCentral at Squee. 

• Liz C. is a SuperPass SME.

• AcctTool is an admin tool where purchases are logged, and locked worlds can be credited.

• AcctTool is applicable to GamePortal and GamerCentral.

• The incident is isolated to March 2025. 

• Customers are made aware at the point of sale that refunds are not provided.