A Support Ticket will be created if a consumer cannot resolve an inquiry by using the portal, referencing FAQs, or speaking with an Agent. Consumers can create Support Tickets by calling UAS, sending UAS an Email, or using our online portal. UAS will assume all consumer requests are inquiries unless the consumer disputes in writing or disputes a resolution. Resolution is expected in 30 Calendar Days.
Support Tickets are visible to Consumers, Merchants, and UAS. Any party can use the online portal to engage in the Support Ticket process, adding remarks, updating details, and uploading attachments as necessary. Changes to the Status of the Support Ticket and its outcome are shared with all parties. UAS will send notifications to the parties based on the method they requested or the method they started the original request with.
UAS is committed to openness, accountability, and excellent communication with Merchants and Consumers. All parties can expect respectful treatment, timely response, and transparent information about Support Tickets. The UAS Consumer Help Desk (CHD) handles the Support Ticket process.
Monitoring External Sources for Issues
Consumers may also initiate communication through an external party that requires the creation of a Support Ticket. For example: the Better Business Bureau, The Consumer Financial Protection Bureau, State Attorney General’s Offices, etc. UAS will also receive consumer disputes from e-OSCAR. All Support Tickets initiated by external sources are marked as disputed.
To ensure the complaints do not go unresolved, UAS audits each site periodically to ensure all complaints have been identified and are being investigated or resolved.
Support Ticket Process Flow
Support Ticket Categories
Support Tickets are categorized so they are routed to the proper teams for resolution.
Category | Definition |
|---|---|
Product/Service | Any questions about the Client's Products or Services. These tickets are typically sent to the Merchant to engage in resolution. Some requests, where the resolution is known, can be handled by CHD. e.g., questions about a merchant’s return policy that is defined. |
Billing | Any questions about the Account, Contact Details, Payment Methods, AutoPay, Billing Statements, etc. The CHD handles these tickets. |
Error Message | If an error was received when using uPortal360. These tickets are handled by the UAS Application Development Team. |
Identity Fraud | An identity fraud report must be submitted in writing or by completing a web form in uPortal360 along with a police report. UAS conducts the investigation. |
Stages and Status Definitions
Stage | Definition |
|---|---|
Initial Review | After the submission of a support ticket, CHD reviews the request to determine whether the merchant should be engaged. If merchant engagement is needed, the CHD team changes the status to Merchant Review and notifies the Merchant. |
Merchant Review | While in Merchant Review, the merchant updates their status. Merchants can log calls and add remarks to the Support Ticket to provide transparency to the Consumer and UAS. Once the Merchant has resolved the issue, they will select the appropriate Merchant Resolution. |
CHD Review | If the resolution does not close the ticket automatically (e.g. Product Return), then the ticket will be reviewed by CHD and be in the CHD Review status. CHD will examine the resolution and confirm the resolution is satisfactory. If there is a disagreement with the resolution, the Support Ticket will be sent back to the Merchant for another review. If there are no issues, CHD will close the ticket by selecting the appropriate resolution option. |
Closed | Support Ticket is closed with a Resolution. If the consumer disagrees, they can Dispute. |
Creating Support Tickets
Consumers can create Support Tickets in the uPortal360 application. Useful information is provided to consumers to help them with self-service resolutions. If a consumer is unable to find a solution or needs additional support they can create a new ticket.
Inquiry Start | Inquiry Selection | Inquiry Details |
|---|---|---|
 |  |  |
Inquiry Contact Info | Inquiry - Add Attachments | Inquiry - Add Remarks |
 |  |  |
Submission Confirmation
Upon submission using our web form, the consumer will be provided a screen showing that the form was submitted successfully and a Support Ticket Number. The consumer will be able to access the Support Ticket created in uPortal360. If the consumer submits via email or in writing, our CHD Team Member will create a Support Ticket. Email confirmation is sent to the consumer whenever a ticket is created.
CHD Initial Review
In this stage of the process, the CHD team will conduct a quick review to determine if the Merchant is needed to help resolve the ticket. In many cases where the inquiry is related to questions about a Promotional Offer or about a Payment, the CHD team will work with internal UAS teams to resolve. In other cases, typically related to Products and Services, UAS will need the assistance of the Merchant to resolve the ticket with the consumer.
In the Initial Review, CHD will set the Problem Type field to help categorize Support Tickets for internal reporting and monitoring.
Problem Types
Problem Type | Description |
|---|---|
Product - Not Received or Used | The consumer did not receive their purchase or did not use purchased products or services. |
Product - Satisfaction | The consumer is dissatisfied with the Products or Services received. |
Misrepresentation - Contract | The Merchant knowingly and intentionally advises terms or conditions to the finance agreement that are not officially being offered to the consumer. |
Identity Fraud | Consumer claims the information provided was done so fraudulently. |
Stop Payment | Consumer-initiated Chargeback or Stop Payment on their payment. |
Merchant Review and Expectations
Within five (5) days, the Merchant should engage with the consumer to review, understand, and work to resolve the issue. Within fifteen (15) days, the merchant should either provide a proposed solution to the applicable disputing consumer, if a solution is possible and commercially reasonable, or shall notify UAS that such a solution is not possible. If the merchant, after expending a commercially reasonable amount of time and effort, is unable to resolve within thirty (30) days, then UAS may, at its discretion, work to resolve such dispute with the consumer. In all instances of a refund, discount, or credit to the consumer, the merchant shall pay UAS the buyback price as defined in the Agreement with UAS.
By Day | Expectation |
|---|---|
1 | UAS Reviews the Support Ticket and updates the ticket accordingly to engage resources to resolve the issue. If a Support Ticket requires Merchant engagement, the ticket is updated so the Merchant Review, which notifies the Merchant to engage in the resolution process. |
5 | Merchants must attempt to contact consumers to resolve the issue. |
15 | Merchant to provide a proposed resolution or advise UAS of a resolution in progress. |
30 | The ticket must be resolved. If there is a product return or exchange involved, this is still considered a resolution, but the Support Ticket will remain open until the return or exchange is complete. e.g., may have to wait for shipment. The resolution will be known. |
45 | In the case that a reinvestigation is needed or resolution will take longer than expected, the resolution window can be extended to 45 days. |
Merchant Status
Merchant Status | Description |
|---|---|
Pending - Merchant Review | Merchant has received and is reviewing/investigating requests or issues reported by the consumer. |
Pending - Consumer Contact | Contact from the consumer is required to move forward |
Pending - Consumer Return | The product to be returned by the consumer before resolving |
Pending - Merchant Resolution | The merchant has a possible resolution available but cannot process it to completion due to outlying circumstances (supply shortage, repairs needed, etc.). |
Resolved | All information needed has been obtained, and a resolution has been decided. |
RMA Number - Return Merchandise Authorization ( RMA) number - Consumer's return label for tracking purposes
Buyback Status - Populated if a Support Ticket was created due to delinquency or if the Merchant has not provided a resolution in an appropriate amount of time.
Merchant Support Ticket Queue | Merchant Update |
|---|---|
 |  |
Merchant Remarks | Support Ticket Updated |
 |  |
CHD Review
In this stage, the CHD team will review the Support Ticket and all the remarks from the Consumer, from UAS Teams, and from the Merchant. UAS will select the resolution and communicate it to the consumer.
Resolution
Resolution | Description |
|---|---|
Close Account | Account to be Closed - closing due to cancellation or return |
Continue Servicing - Disagreement | Account to remain open - Consumer disagrees with outcome |
Continue Servicing - Resolved | Account to remain open - The consumer’s issue(s) have been addressed, and they are satisfied. |
Contract Adjustment | Adjustments will be made to the consumer’s contract balance |
Duplicate | Support Ticket for request already exists - Please refer to existing Support Ticket. |
Other | The outcome of the request or issue(s) does not appear to be defined. CHD Management will review and update it. |
Consumer Support Ticket - Escalations
Upon submitting a completed support ticket, the consumer can escalate it for Consumer Help Desk review. However, consumers cannot escalate until the next day to allow time for an initial response. This process must be completed by a consumer. UAS support staff may also engage a Supervisor Review if they feel a consumer Support Ticket needs to be escalated.
Escalation | Escalation - Indicator |
|---|---|
 |  |
Consumer Support Ticket - Disputes
A resolution will be communicated when the Support Ticket is closed. When a consumer reviews a closed support ticket and disagrees with the resolution, they can open a Dispute. UAS investigates disputes. UAS will engage the Merchant if needed to gather additional information. Once UAS has completed an investigation, the Dispute Resolution is final. The resolution will be communicated to the Consumer. UAS will communicate any necessary actions to the Merchant as well.
Dispute Button | Dispute - Confirmation | Dispute Indicator - Link to Previous Ticket |
|---|---|---|
 |  |  |
Permission and Access
Permission | Description |
|---|---|
Support Ticket Management | Allows access to the Support Ticket Queue and the ability to Manage Support Tickets (Update, Resolve, etc). |
Buyback Management | This allows clients to view the Pre-Buyback queue in uPortal360 and handle Pre-Buyback cases. |
Reports and Queues
Support Ticket Queue
