Change Number/Email ID/Name/Profile Pic

Name Change

If any partner contacted for name change then ask partner to upload the updated PAN card in his profile through UC partner App
Raise the "Partner Name Change Request" on slack and park the ticket for 24 hours
When name change is done inform the partner and close the ticket

Email Change

For every Email change request, Agent need to follow the steps as below:-

Step 1: Agent need to verify if request is coming from the owner of the profile

Verification Steps (Visit Partner profile and match the following information):-

1. Ask name of the customer where he delivered his last Job

2. Credit Balance

3. Last 4 digit of Aadhar No/PAN No

case1: If requester identity is not matching to profile owner identity, then STRICTLY DENY THE EMAIL CHANGE and close the ticket

Case 2: If the requester identity is matched, follow the Step 2 below

Step 2: If identity verification is matching, Agent needs to verify and make sure that NEW EMAIL ID doesn't exist in the system already

Verification Steps:-

1. Visit to Partner Profile Search Dashboard,

2. "Basic details--> Email", enter the new email

Case 1: If any profile is found using new email, then ask Partner to provide a new email and repeat the above steps

Case2: If no profile is found using new email, then fill the Form and park the ticket for 24 hrs and when change is done, inform partner and close ticket

Number Change

For every Email change request

1. Please ask reason for Number change

2. Refer to the table where Number change is allowed

Reasons when number change is allowed	Reasons for which Number change is NOT allowed
Lost SIM/Phone and unable to retrieve SIM since SIM was registered on some other person's ID Number was issued on someone else ID Geeting SPAM calls everyday	Network issue/Calling Issue (Partner can use MNP feature to change network service provider) Incorrect number added at the time of onboarding New Number is registered with bank and existing number on profile is not Existing number belongs to any family member and now they are asking the number Any personal reason

3. If the reason given by partner is allowed for the change then the follow the steps

Step 1: Agent need to verify if request is coming from the owner of the profile

Verification Steps:- (Visit Partner profile and match the following information)

1. Ask name of the customer where he delivered his last Job

2. Credit Balance

3. Last 4 digit of Aadhar No/PAN No

case1: If requester identity is not matching to profile owner identity, then STRICTLY DENY THE NUMBER CHANGE and close the ticket

Case 2: If the requester identity is matched, follow the Step 2 below

Step 2: If identity verification is matching, Agent needs to verify and make sure that NEW NUMBER doesn't exist in the system already

Verification Steps:-

1. Visit to Partner Profile Search Dashboard, refer "Basic details--> Phone", enter the new number

2. Visit to Customer Profile Search Dashboard, refer "Basic details--> Phone", enter the new number

Case 1: If any profile is found (Either it is customer/Partner) using new number, then ask Partner to provide another number and repeat the above steps

Case2: If no profile is found using new number, then fill the Form and park the ticket for 24 hours and when change is done, inform partner and close ticket

Profile Picture Change

Profile Picture change feature is already available in App
Partner can visit, "App--> Menu (Top left hand corner )--> first option will be visible beside their current profile photo.
All the description and guidelines will be visible there once Profile Picture is clicked and Uploaded then in max 48 hours Profile Picture will be updated. Inform the same and resolve the ticket.
Refer this video for reference.

Tagging:

2.3 Profile- Tech related escalation

Change Number/Email ID/Name/Profile Pic,