Handling Customer Requests and Escalations Summary

Handling Customer
Requests and Escalations

Summary
Even though Tabby is a payment

solution, customers can reach out to
us if they are unable to directly
connect with the store. Lets review
the processes regarding order
status, disputes and escalations
that can assist with customers
inquiries or concerns.
Order Status
As a rule, always guide the customer to

connect with the store regarding any order
inquiry or issue faced. We’ll only step in for
assistance if the customer cannot raise a
dispute. Mostly, if customers contact us
regarding their order, it will be due to the
following inquiries:
Order is not received

Order is cancelled
Order is damaged or incomplete
Order status is New
For a New order status, the customer

cannot raise a dispute from the application,
so as an agent you’ll have to:
Advise the customer to reach out to

the store and confirm the order status
with them
If no response or resolution is
provided, create a side conversation
and contact the store directly
For order not received/cancelled and

damaged/incomplete:
Advise the customer to contact and

follow up with the store
Advise the customer to raise a dispute
through the Tabby app
If a customer paid a second installment

and/or they contacted us after 30 days ----
> You can create a side conversation and
email the store. Side conversations are
created on the same ticket that you’ve
received from call/email, and allow us to
keep track of the customer’s purchase
history.
Always advise the customer to

contact the merchant first
Customer details to be mentioned in
emails sent to the store: (Email , phone
number , payment ID and order
number, purchase date).
Don't do side conversation or
escalation for store categories like
(clinical services and institutes).
Escalations
When customer’s inquiries or issues can’t

be directly solved by the Frontline team, we
escalate the case to the Priority line. The
cases can be escalated to 3 groups based
on the inquiry:
1. Payment Group
2. Escalation Group
3. 3Partner Group
1. Payment group:
The cases where you can escalate to the

payment group by applying the “escalate
to” macro are:
1. Incomplete Transaction: If the customer

claims they made a downpayment and the
order is not created on Tabby. Then ask for
the deduction SMS message along with the
last 4 digits of the card used.
2. Reported card used: Customer might

claim a deduction occurred although they
don’t have payments with Tabby.
Since Tabby does not deduct any amount

unless the customer added the card to the
account and authorised us, it could be a
friend/relative or the customer’s family. Ask
for proof of deduction (to be sent to
help@tabby.ai) along with the last 4 digits
of the card that was debited.
3. Change credit card: This request is

regarding a credit card installment product,
if the customer’s credit card is blocked or
has a reason to change the credit card,
write the request in an internal note and
escalate the case
4. Transaction issue: The issue can happen

when an amount gets debited from the
customer’s card but no payment is
reflected on the account. Ask the customer
for proof (sms/bank statement), escalate
the case to the payments team and add a
summary about the issue.
2. Escalation group:
The following cases can be escalated:
1. Disputed orders: If the customer is asking

for the reason of rejecting the dispute or is
following up on the dispute status
2. Side conversation: If no response was

received from the store, and 14 days have
passed since messaging them
3. Cashback Issues:
Cashback not tracked on Tabby

account: Meaning no Cashback was
added to the transactions.
You’ll need to ensure with the

customer that they followed the
correct steps, after that ask them to
share the purchase invoice.
Pending Cashback status: The claim
date for the Cashback amount has
passed but nothing was credited to the
account and the status is still pending.
4. Supervisor call: If the customer has a

complaint and asks for the supervisor, write
a summary of the issue in an internal note
then escalate the issue.
5. Used Account Details:
Account details could either be: Email,

Phone number or ID number. Write a
summary in an internal note of the
complaint along with any attachments if
provided then send to escalations.
6. Simah: This is the credit bureau in KSA.
Tabby updates the payment status on

Simah within 7 working days from the date
of payment. In order to close their debt
status with Tabby on Simah, the customer
needs to pay all the outstanding payments
regardless of when the due date is.
If the customer claimed that the status was

not updated after payment and 7 working
days have passed:
Ask for a credit report e generated

within the last 24 hours
Escalate the case to escalation group
If the customer is unwilling to wait the 7

days and has an urgent matter, we could
provide a clearance letter that can be
submitted to 3rd parties like banks for other
loan applications.
Sample of clearance letter:
3. Partner group:
Stores could reach out to the Frontline team

for some of these cases:
1. Partnership request : Advise the store to

register directly from the website:
https://tabby.ai/en-AE/business
After the merchant submits the registration

form, the concerned team will get back to
them within 7 to 14 working days.
2. Partnership request follow up - If the

merchant applied through the website and
application date passed 14 days, then ask
for the following:
Store name
Website
Store email address (used when
signing up)
Mobile number
After getting these details, add them in an

internal note, write a summary of the call
and escalate to the Partner team
3. Settlement Inquiry - Some stores might

inquire about their payout status. Ask them
for the following:
Store name
Website
signing up)
Mobile number
After getting the details, add them in an

internal note, write a summary of the call
and escalate to partner team
4. Order and Account Management
Orders: Sometimes stores cannot find

the order on the Tabby dashboard or
their own dashboard. Ask the store for
the customer’s details (phone/email)
and for the store details. After that add
them to an internal note and escalate
Account: Stores cannot access their
account, they want to contact the
account manager or they’re requesting
for some access. Take their details and
escalate to partner team
Store details that are always required before

any escalation is:
Store name
Website
signing up)
Mobile number

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Handling Customer

Requests and Escalations

Even though Tabby is a payment

As a rule, always guide the customer to

Order is not received

For a New order status, the customer

Advise the customer to reach out to

For order not received/cancelled and

Advise the customer to contact and

If a customer paid a second installment

Always advise the customer to

When customer’s inquiries or issues can’t

The cases where you can escalate to the

1. Incomplete Transaction: If the customer

2. Reported card used: Customer might

Since Tabby does not deduct any amount

3. Change credit card: This request is

4. Transaction issue: The issue can happen

The following cases can be escalated:

1. Disputed orders: If the customer is asking

2. Side conversation: If no response was

Cashback not tracked on Tabby

You’ll need to ensure with the

4. Supervisor call: If the customer has a

5. Used Account Details:

Account details could either be: Email,

6. Simah: This is the credit bureau in KSA.

Tabby updates the payment status on

If the customer claimed that the status was

Ask for a credit report e generated

If the customer is unwilling to wait the 7

Sample of clearance letter:

Stores could reach out to the Frontline team

1. Partnership request : Advise the store to

After the merchant submits the registration

2. Partnership request follow up - If the

After getting these details, add them in an

3. Settlement Inquiry - Some stores might

After getting the details, add them in an

4. Order and Account Management

Orders: Sometimes stores cannot find

Store details that are always required before

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