Donation Requests

Overview

This process explains what to do when a Customer requires a donation to a charity. This is usually related to Funeral Complaints.

Always identify the order type before starting the investigation.

1. Initial Checks When You Open the Ticket (for all order types)

• Verify Data Protection - confirm you can discuss order details with the customer.
• Check SCV (Single Customer View)
  • Customer complaint summary
  • Any relevant customer history
• Check Messages / Back Copy - Check for any notes on the order.

2. Raising the Donation

• Close Complaint (having completed any actions necessary)
• Open Admin Task
  • In Event notes- add details of request – The Charity to receive the donation, what amount has been discussed and agreed with customer (usually 50% item value).
• Email donation request
  • Send to Phil Darby or Lauren Fuller with full information
  • You will be sent confirmation once the donation has been raised.
• Advise customer
  • Use the "Funeral Resolution Macro"
  • Reference the Donation amount and Charity donated to
• Close Admin Task
  • Allocate any charges as necessary

3. Charity Requests outside of Complaints

• No Charity Requests will be accepted at this point
  • We already work with several local charity partners, so we are not currently looking to find more
  • Reply with "Charity Request Macro"