Support Tickets

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 10 Business Days. Support Tickets are visible to Consumers, Merchants, and UAS. Any party can use the online portal to participate in the Support Ticket process by 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 used to initiate the original request. 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 complaints do not go unresolved, UAS audits each site periodically to verify that 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.

​

Stages and Status Definitions

​

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.

​

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

​

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.

​

Merchant Status

**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.

​

CHD Review

In this stage, the CHD team will review the Support Ticket and all the remarks from the Consumer, from the UAS Teams, and from the Merchant. UAS will select the resolution and communicate it to the consumer.

​

Resolution

​

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.

​

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.

​

Permission and Access

​

Reports and Queues

Support Ticket Queue