SOP-017: Reset Password

1. SUMMARY
   • This document reviews the guidelines for handling requests from customers to reset their account password.
2. GUIDELINES
   • Agents cannot provide a new password to any customer regardless of the contact.
   • We need to verify account first and prior to providing a solution.
   • Password Reset email can only be sent to the email address on the account.
     • There is no way to change the email on the account to send to a different email.
     • The customer must remember the previous(or incorrectly entered) email.
   • We can only send a password reset email to the email address on the account and ONLY if the customer has verified account information.
   • The Agent should always advise that the payment information on the account will be removed every time the password is reset.
     • The customer will still see the payment method listed, but when selected will have to re-enter the details before placing the order.

3. PROCEDURES
   • Customer contacts Customer Service by chat, PayPal or Email for a Guest Account because they forgot their password and cannot log into their account.
     • First we need to verify the account by asking for the customers billing address, and the last 4 digits of the credit card used, or Paypal Authorization ID# if paid with PayPal.
       • If the customer cannot verify account info, then we need to direct the customer to use the “Forgot Password” or “Temporary Code” link on our website.
     • If there is an error on the account, then we cannot reset the account password.
       • The customer will need to create a new account.
       • If need be, we can “deactivate” this account.
     • After account is verified we can send the “Password Reset” email from the account page.
     • Customer contacts us from a different Email
       • If we are contacted from a different email we need to advise the customer to use “Forgot Password” or “Temporary Code” link on our website or they need to email us from the same email on their account.

If sent from email address on the account then we can send the “Password Reset” email to them.