hello world
It is all about making test cases. Test cases.
Visa Confidential 1 | Advise CH Card/ Updated September 2022
Advise CH Card Job Aid
? Review Issuer Portfolio for Special Instructions
? Review Admin notes related to Advise CH stage to identify any previous attempt(s).
? Check if Cardholder_Confirmation or Cardholder_Updates tag is applied to the SR.
? Make sure to process any ECR setup relevant information from CH’s comments.
? Remove Cardholder_Confirmation/ Cardholder_Updates tag.
? When the CH has multiple SRs open, action CH’s confirmation/updates and comments for all the sequences.
? Review CH’s itinerary and Validate the ECR for Direct Delivery to Private/Residential/Business and Hotel addresses
(does not apply for deliveries to Pick Up Location, Cruise Ship, P.O. Box, Military Base).
? When ECR DOES NOT qualify for Direct Delivery, follow the language instructions:
When assigned to make the 1st Attempt after Completing QC
When receiving the MC Assignment to Advise CH Card
? Based on the delivery address type, use the corresponding tab and follow the ECR set up guidelines.
? If the CH cancels the request, complete Advise Issuer of cancellation and cancel the request.
Validate the ECR
for Direct Delivery
1st Attempt after
Completing QC
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Home Page
Visa Confidential 2 | Advise CH Card/ Updated September 2022
? Verify if the delivery address has been previously confirmed by 2-Way Email or CH Tracking Page (either one):
• When Email 2-Way verification has been received ? Address Verified timestamp is completed
• CH Tracking Page confirmation/update has been received ? Comments are visible in the List of Updates
? Verify the following information:
? Complete delivery address is provided.
? Departure date is documented. Also check the Itinerary field.
? Anticipated delivery date and time can be scheduled before CH’s departure date.
? When a SR presents an exceptional scenario, reach out to an Associate, Team Lead or Manager for guidance.
? When ALL the above info is available, and the conditions are met:
Follow the Direct Delivery Setup Instructions
? When ECR does not qualify for direct delivery, follow the language instructions:
When assigned to make the 1st Attempt after Completing QC
When receiving the MC Assignment to Advise CH Card
Validate the ECR
for Direct Delivery
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Visa Confidential 3 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? Obtain the transit time.
? If Hotel, call the hotel and attempt to verify the delivery info (use ENG if you do not speak the hotel’s language).
Whether you are able to verify the info or not, proceed with the ECR delivery setup.
? Complete the info and timestamps in the Delivery tab.
? Indicate Direct Delivery in the Delivery Notification timestamp.
? Send a Direct Delivery email using the scenario specific template in CH’s language.
(Use English when there is no template available for CH’s preferred language.)
Template’s Location in IWS: GCAS 2 WAY/ z-Direct Delivery Card PILOT
• For Private/Residential/Business address, use:
US Residential Delivery or All Other Residential Delivery
• For Hotel, use:
Informed Hotel about Delivery or Unable to Inform Hotel about Delivery
? Apply the appropriate zPrepare Embossing tag.
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 4 | Advise CH Card/ Updated September 2022
? Identify the required language to setup the card.
? Language that you support in the Origination tab ? Proceed with the first attempt
? Setup with a hotel (English by default) ? Proceed with the first attempt
? Language that you DO NOT support in the Origination tab:
? For Visa supported languages:
? Ensure the correct Language is selected in the Origination tab.
? Ensure the Residence radio button is selected in the More tab.
? Apply Advise CH tag + 00h time tag value to route the SR immediately.
? Document Admin notes accordingly.
? For non-Visa supported languages:
? Use the interpretation services to proceed with the first attempt.
? Do not modify language in Origination.
1st Attempt after
Completing QC
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Validate the ECR
for Direct Delivery
Visa Confidential 5 | Advise CH Card/ Updated September 2022
? Identify the required language in the MC email.
? Language that you support in the Origination tab ? Proceed with the attempt
? Setup with a hotel (English by default) ? Proceed with the attempt
? Language that you DO NOT support in the Origination tab:
? For Visa supported languages:
? Ensure the correct Language is selected in the Origination tab.
? Ensure the Residence radio button is selected in the More tab.
? Does the language in the MC email match with the one in Origination?
YES: Use the interpretation services to proceed with the attempt.
(If you receive an MC email in a language you don't support, you have been assigned as a backup
and should work the SR.)
NO: Apply Advise CH tag + 00h time tag value to route the SR immediately.
Document Admin notes accordingly.
? For non-Visa supported languages:
? Use the interpretation services to proceed with the attempt.
? Do not modify language in Origination.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 6 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
? Use the Delivery Setup Matrix to determine:
• Courier
• Embossing Location
• Cut Off Time
Visa Confidential 7 | Advise CH Card/ Updated September 2022
? If outside of CH’s availability, apply Advise CH tag with the corresponding time tag value.
? If within CH’s availability, initiate the ECR setup and proceed with the steps below:
? Verify the delivery address using Google.
? Obtain the transit time.
? Attempt to contact CH (use temporary ph#(s) first, and then billing ph#(s), if needed).
? Complete the ECR delivery setup.
Complete delivery address must contain:
? Street Address
? Building Code/Name
? Apartment’s Number
? Postal Code
? Will someone be there to receive the package? C/O Name.
? Restricted access for the courier (gate/doorbell for buildings/gated communities)?
? Local Phone Number
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Check CH’s Availability and Tag Values
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 8 | Advise CH Card/ Updated September 2022
? Verify the delivery address using Google.
? Obtain the transit time.
? Always attempt to call the hotel (24/7).
If the hotel’s ph# is not available in the SR, look for the hotel information using Google or hotel’s website directly.
? Verify CH’s reservation.
(If no reservation is found, ask the hotel to look for future dates in case the CH may be checking in later.)
? Verify with the hotel if they will be able to receive and to sign for the package and confirm the delivery address.
? Advise of the package delivery date to confirm the CH will be there.
(If the CH hasn’t arrived yet, verify with the hotel if they can hold the package until CH’s arrival.)
? After completing the delivery setup with the hotel, if within CH’s availability, make an attempt to advise the CH.
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? Unable to complete the setup with the hotel: Unable to Assist in English Unable to Verify CH’s Reservation
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 9 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
As a reference, you may attempt to identify a convenient Pick Up location from courier’s website.
(Pick Up locations may not be available in the CH’s traveling city.)
? Contact the courier through the Preferred Account Representative/GCAS dedicated line to determine the availability
of a Pick Up location. Confirm the necessary information for the delivery set up, as follows:
? Location’s/Business Name
? Address and a Local Contact Phone Number
? Hours of Operation
? Fees, if any
? How long the package will be kept on hold
? Instructions for the CH to pick up the package (ID requirements, other)
? Any additional instructions
? Call the Pick Up location and confirm/obtain any needed information/pick up instructions.
Check CH’s Availability and Tag Values to contact the CH and complete the ECR delivery setup.
? If outside of CH’s availability, apply Advise CH tag with the corresponding time tag value.
? If within CH’s availability, attempt to contact CH (use temporary ph#(s) first, and then billing ph#(s), if needed).
? Complete the ECR delivery setup and provide the pick up instructions.
? Document the Hold for Pick Up in the Delivery Location section of the Delivery tab.
? Apply the appropriate zPrepare Embossing tag.
Visa Confidential 10 | Advise CH Card/ Updated September 2022
? Review you have the necessary Information to set up cruise delivery.
? Name of Ship (should be in the ECR report)
? Cruise Ship operator (can be found on Google when using the ship’s name)
? Cruise schedule (can be found on Google for some operators)
? Check possible transit times.
? Contact Cruise Ship Operator to identify the Port Agent handling cruise ship in a suitable location for ECR to
reach on time.
? Contact the Port Agent to verify if they can accept package and to obtain a delivery address.
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 11 | Advise CH Card/ Updated September 2022
? Review phone numbers available to contact CH.
? Attempt to contact CH (use temporary ph#(s) first, and then billing ph#(s), if needed.)
? Attempt to obtain a physical address from the CH.
? Obtain C/O person that will be present to receive the package.
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 12 | Advise CH Card/ Updated September 2022
? Attempt to obtain a physical address, if the CH requested to ship it to Army post office, then attempt to
capture the following information:
? Verify you have the necessary information to set up delivery
? Name of the Base
? Building name and/or building number
? Squadron/Unit number
? Contact person’s name and rank (helpful, but not required)
? Contact phone number and extension
? City and Country
? Local postal code, if available, not the US postal code (e.g. APO or FPO box or code)
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 13 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? CH’s No Answer/Voicemail
? Leave a call back message, when possible.
? Document your call attempts and its results in the
Admin notes.
? Use the Time Tag Value Calculator to determine the next
time to call the CH.
? Update the Advise CH time tag value with the result
from the calculator.
? CH Requests a Call Back
? Document the Admin notes.
? Update the Advise CH time tag value to match CH’s
request.
? If it’s been 48 hours since the approval has been received and we are unable to contact the CH, move the case to
Pending Delivery Info by completing Cardholder Advised of Issuer decision timestamp and adding Pending Delivery
Information – 24 hours tag.
? Invalid Attempts
(busy tone, call did not go through, call cannot be
completed as dialed, all circuits to the country are busy)
? Verify the phone number codes.
? Attempt to contact the issuer once.
? Review detailed instructions for
Troubleshooting Invalid Attempts
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 14 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? Identify the CH’s hours of availability in the MORE tab
? CH available 24 x 7 (00:00 - 00:00) ? Proceed with the delivery setup attempt
? CH available during a specific time frame:
? Verify the CH’s local time online
? CH available ? Proceed with the delivery setup attempt
? Outside of CH’s availability:
? Determine the time tag value for the next attempt to contact the CH.
Use the Time Tag Value Calculator
? Apply Advise CH tag with the corresponding time tag value.
Check CH’s Availability and Tag Values
Call Availability in the More tab is only applicable for the travel destination address.
(If you need to contact CH through the billing phone number, check local time and call from 6:00 to 24:00h.)
Suggested website to determine
the local time and the time zone:
www.timeanddate.com/worldclock/
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 15 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Troubleshooting Invalid Attempts
? If the country code of the number provided is the delivery destination, attempt using the CH’s home
country code (at times Cardholders may be traveling with their cell phones and we documented the
destination country code instead).
? Verify the phone number codes online (you can use the suggested website below or the one of your
preference).
( city code, how to dial cell phone, etc.)
http://www.howtocallabroad.com
? Attempt to contact the issuer ONCE (review admin note to identify if the issuer has been contacted) and
verify the following information:
? CH’s contact phone number
? CH’s email address
? Additional contact information the issuer may have
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 16 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Unable to Complete the Delivery Setup with the Hotel
Hotel Unable to Assist in English
? For Visa supported languages:
? Ensure the needed Language is selected in the
Origination tab.
? In the More tab, change the radio button to
Residence, to route the case based in the
Origination language.
? Apply Advise CH tag + 00h time tag value to
route the SR immediately.
? Document Admin notes accordingly.
? For non-Visa supported languages:
? Use the interpretation services to proceed with
the attempt.
? Do not modify language in Origination.
Hotel Unable to Verify the Reservation
? In the more tab change the radio button to
Residence, to route the case based on the
Origination language.
? In the Origination tab change the language to
match CH’s language.
? Apply Advise CH tag + 00h time tag value to
route the SR immediately.
? Document Admin notes accordingly.
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Advise CH Card Job Aid
? Review Issuer Portfolio for Special Instructions
? Review Admin notes related to Advise CH stage to identify any previous attempt(s).
? Check if Cardholder_Confirmation or Cardholder_Updates tag is applied to the SR.
? Make sure to process any ECR setup relevant information from CH’s comments.
? Remove Cardholder_Confirmation/ Cardholder_Updates tag.
? When the CH has multiple SRs open, action CH’s confirmation/updates and comments for all the sequences.
? Review CH’s itinerary and Validate the ECR for Direct Delivery to Private/Residential/Business and Hotel addresses
(does not apply for deliveries to Pick Up Location, Cruise Ship, P.O. Box, Military Base).
? When ECR DOES NOT qualify for Direct Delivery, follow the language instructions:
When assigned to make the 1st Attempt after Completing QC
When receiving the MC Assignment to Advise CH Card
? Based on the delivery address type, use the corresponding tab and follow the ECR set up guidelines.
? If the CH cancels the request, complete Advise Issuer of cancellation and cancel the request.
Validate the ECR
for Direct Delivery
1st Attempt after
Completing QC
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Home Page
Visa Confidential 2 | Advise CH Card/ Updated September 2022
? Verify if the delivery address has been previously confirmed by 2-Way Email or CH Tracking Page (either one):
• When Email 2-Way verification has been received ? Address Verified timestamp is completed
• CH Tracking Page confirmation/update has been received ? Comments are visible in the List of Updates
? Verify the following information:
? Complete delivery address is provided.
? Departure date is documented. Also check the Itinerary field.
? Anticipated delivery date and time can be scheduled before CH’s departure date.
? When a SR presents an exceptional scenario, reach out to an Associate, Team Lead or Manager for guidance.
? When ALL the above info is available, and the conditions are met:
Follow the Direct Delivery Setup Instructions
? When ECR does not qualify for direct delivery, follow the language instructions:
When assigned to make the 1st Attempt after Completing QC
When receiving the MC Assignment to Advise CH Card
Validate the ECR
for Direct Delivery
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Visa Confidential 3 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? Obtain the transit time.
? If Hotel, call the hotel and attempt to verify the delivery info (use ENG if you do not speak the hotel’s language).
Whether you are able to verify the info or not, proceed with the ECR delivery setup.
? Complete the info and timestamps in the Delivery tab.
? Indicate Direct Delivery in the Delivery Notification timestamp.
? Send a Direct Delivery email using the scenario specific template in CH’s language.
(Use English when there is no template available for CH’s preferred language.)
Template’s Location in IWS: GCAS 2 WAY/ z-Direct Delivery Card PILOT
• For Private/Residential/Business address, use:
US Residential Delivery or All Other Residential Delivery
• For Hotel, use:
Informed Hotel about Delivery or Unable to Inform Hotel about Delivery
? Apply the appropriate zPrepare Embossing tag.
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 4 | Advise CH Card/ Updated September 2022
? Identify the required language to setup the card.
? Language that you support in the Origination tab ? Proceed with the first attempt
? Setup with a hotel (English by default) ? Proceed with the first attempt
? Language that you DO NOT support in the Origination tab:
? For Visa supported languages:
? Ensure the correct Language is selected in the Origination tab.
? Ensure the Residence radio button is selected in the More tab.
? Apply Advise CH tag + 00h time tag value to route the SR immediately.
? Document Admin notes accordingly.
? For non-Visa supported languages:
? Use the interpretation services to proceed with the first attempt.
? Do not modify language in Origination.
1st Attempt after
Completing QC
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Validate the ECR
for Direct Delivery
Visa Confidential 5 | Advise CH Card/ Updated September 2022
? Identify the required language in the MC email.
? Language that you support in the Origination tab ? Proceed with the attempt
? Setup with a hotel (English by default) ? Proceed with the attempt
? Language that you DO NOT support in the Origination tab:
? For Visa supported languages:
? Ensure the correct Language is selected in the Origination tab.
? Ensure the Residence radio button is selected in the More tab.
? Does the language in the MC email match with the one in Origination?
YES: Use the interpretation services to proceed with the attempt.
(If you receive an MC email in a language you don't support, you have been assigned as a backup
and should work the SR.)
NO: Apply Advise CH tag + 00h time tag value to route the SR immediately.
Document Admin notes accordingly.
? For non-Visa supported languages:
? Use the interpretation services to proceed with the attempt.
? Do not modify language in Origination.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 6 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
? Use the Delivery Setup Matrix to determine:
• Courier
• Embossing Location
• Cut Off Time
Visa Confidential 7 | Advise CH Card/ Updated September 2022
? If outside of CH’s availability, apply Advise CH tag with the corresponding time tag value.
? If within CH’s availability, initiate the ECR setup and proceed with the steps below:
? Verify the delivery address using Google.
? Obtain the transit time.
? Attempt to contact CH (use temporary ph#(s) first, and then billing ph#(s), if needed).
? Complete the ECR delivery setup.
Complete delivery address must contain:
? Street Address
? Building Code/Name
? Apartment’s Number
? Postal Code
? Will someone be there to receive the package? C/O Name.
? Restricted access for the courier (gate/doorbell for buildings/gated communities)?
? Local Phone Number
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Check CH’s Availability and Tag Values
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 8 | Advise CH Card/ Updated September 2022
? Verify the delivery address using Google.
? Obtain the transit time.
? Always attempt to call the hotel (24/7).
If the hotel’s ph# is not available in the SR, look for the hotel information using Google or hotel’s website directly.
? Verify CH’s reservation.
(If no reservation is found, ask the hotel to look for future dates in case the CH may be checking in later.)
? Verify with the hotel if they will be able to receive and to sign for the package and confirm the delivery address.
? Advise of the package delivery date to confirm the CH will be there.
(If the CH hasn’t arrived yet, verify with the hotel if they can hold the package until CH’s arrival.)
? After completing the delivery setup with the hotel, if within CH’s availability, make an attempt to advise the CH.
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? Unable to complete the setup with the hotel: Unable to Assist in English Unable to Verify CH’s Reservation
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 9 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
As a reference, you may attempt to identify a convenient Pick Up location from courier’s website.
(Pick Up locations may not be available in the CH’s traveling city.)
? Contact the courier through the Preferred Account Representative/GCAS dedicated line to determine the availability
of a Pick Up location. Confirm the necessary information for the delivery set up, as follows:
? Location’s/Business Name
? Address and a Local Contact Phone Number
? Hours of Operation
? Fees, if any
? How long the package will be kept on hold
? Instructions for the CH to pick up the package (ID requirements, other)
? Any additional instructions
? Call the Pick Up location and confirm/obtain any needed information/pick up instructions.
Check CH’s Availability and Tag Values to contact the CH and complete the ECR delivery setup.
? If outside of CH’s availability, apply Advise CH tag with the corresponding time tag value.
? If within CH’s availability, attempt to contact CH (use temporary ph#(s) first, and then billing ph#(s), if needed).
? Complete the ECR delivery setup and provide the pick up instructions.
? Document the Hold for Pick Up in the Delivery Location section of the Delivery tab.
? Apply the appropriate zPrepare Embossing tag.
Visa Confidential 10 | Advise CH Card/ Updated September 2022
? Review you have the necessary Information to set up cruise delivery.
? Name of Ship (should be in the ECR report)
? Cruise Ship operator (can be found on Google when using the ship’s name)
? Cruise schedule (can be found on Google for some operators)
? Check possible transit times.
? Contact Cruise Ship Operator to identify the Port Agent handling cruise ship in a suitable location for ECR to
reach on time.
? Contact the Port Agent to verify if they can accept package and to obtain a delivery address.
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 11 | Advise CH Card/ Updated September 2022
? Review phone numbers available to contact CH.
? Attempt to contact CH (use temporary ph#(s) first, and then billing ph#(s), if needed.)
? Attempt to obtain a physical address from the CH.
? Obtain C/O person that will be present to receive the package.
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 12 | Advise CH Card/ Updated September 2022
? Attempt to obtain a physical address, if the CH requested to ship it to Army post office, then attempt to
capture the following information:
? Verify you have the necessary information to set up delivery
? Name of the Base
? Building name and/or building number
? Squadron/Unit number
? Contact person’s name and rank (helpful, but not required)
? Contact phone number and extension
? City and Country
? Local postal code, if available, not the US postal code (e.g. APO or FPO box or code)
? Apply the appropriate zPrepare Embossing tag.
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 13 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? CH’s No Answer/Voicemail
? Leave a call back message, when possible.
? Document your call attempts and its results in the
Admin notes.
? Use the Time Tag Value Calculator to determine the next
time to call the CH.
? Update the Advise CH time tag value with the result
from the calculator.
? CH Requests a Call Back
? Document the Admin notes.
? Update the Advise CH time tag value to match CH’s
request.
? If it’s been 48 hours since the approval has been received and we are unable to contact the CH, move the case to
Pending Delivery Info by completing Cardholder Advised of Issuer decision timestamp and adding Pending Delivery
Information – 24 hours tag.
? Invalid Attempts
(busy tone, call did not go through, call cannot be
completed as dialed, all circuits to the country are busy)
? Verify the phone number codes.
? Attempt to contact the issuer once.
? Review detailed instructions for
Troubleshooting Invalid Attempts
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 14 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
? Identify the CH’s hours of availability in the MORE tab
? CH available 24 x 7 (00:00 - 00:00) ? Proceed with the delivery setup attempt
? CH available during a specific time frame:
? Verify the CH’s local time online
? CH available ? Proceed with the delivery setup attempt
? Outside of CH’s availability:
? Determine the time tag value for the next attempt to contact the CH.
Use the Time Tag Value Calculator
? Apply Advise CH tag with the corresponding time tag value.
Check CH’s Availability and Tag Values
Call Availability in the More tab is only applicable for the travel destination address.
(If you need to contact CH through the billing phone number, check local time and call from 6:00 to 24:00h.)
Suggested website to determine
the local time and the time zone:
www.timeanddate.com/worldclock/
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 15 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Troubleshooting Invalid Attempts
? If the country code of the number provided is the delivery destination, attempt using the CH’s home
country code (at times Cardholders may be traveling with their cell phones and we documented the
destination country code instead).
? Verify the phone number codes online (you can use the suggested website below or the one of your
preference).
( city code, how to dial cell phone, etc.)
http://www.howtocallabroad.com
? Attempt to contact the issuer ONCE (review admin note to identify if the issuer has been contacted) and
verify the following information:
? CH’s contact phone number
? CH’s email address
? Additional contact information the issuer may have
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery
Visa Confidential 16 | Advise CH Card/ Updated September 2022
Private/Residential
/Business Address
MC Assignment
to Advise CH Card
Hotel Pick Up Location Cruise Ship P.O. BOX Military Base
Unable to Setup
Delivery
Direct Delivery
Setup Instructions
Obtain the Transit
Time
Unable to Complete the Delivery Setup with the Hotel
Hotel Unable to Assist in English
? For Visa supported languages:
? Ensure the needed Language is selected in the
Origination tab.
? In the More tab, change the radio button to
Residence, to route the case based in the
Origination language.
? Apply Advise CH tag + 00h time tag value to
route the SR immediately.
? Document Admin notes accordingly.
? For non-Visa supported languages:
? Use the interpretation services to proceed with
the attempt.
? Do not modify language in Origination.
Hotel Unable to Verify the Reservation
? In the more tab change the radio button to
Residence, to route the case based on the
Origination language.
? In the Origination tab change the language to
match CH’s language.
? Apply Advise CH tag + 00h time tag value to
route the SR immediately.
? Document Admin notes accordingly.
1st Attempt after
Completing QC
Validate the ECR
for Direct Delivery