PLAN CHANGE | PLAN RENEW | ADD-ONS (TOP-UPS) | FRAUD & CANCELLATION
Added 8/7/2025/ Updated: 7/3/2026
Menchie Parilla
Last Update 7 days ago
Different Cases of Order
The following slides contains the steps by steps procedure for specific cases/scenarios whether the Order can be fulfilled or can not be fulfilled.
Upon opening the Order, please check first the Fraud Analysis section on Shopify website. If it is in a MEDIUM to HIGH Fraud warning, please check the FRAUD labeled slide for a different procedure.
Note template:
! When adding note on VCare tool, there is no need to add the Agent’s name.
Order # added to account number XXXXX
! When adding note on Shopify website, please make sure that the Agent’s name is included. Please see below sample:
Order # added to account number XXXXX
-JDoe
! When adding note on VCare tool, there is no need to add the Agent’s name.
Order # added to account number XXXXX
! When adding note on Shopify website, please make sure that the Agent’s name is included. Please see below sample:
Order # added to account number XXXXX
-JDoe
Upon opening the Order, please check first the Fraud Analysis section on Shopify website. If it is in a MEDIUM to HIGH Fraud warning, please check the FRAUD labeled slide for a different procedure.
Note template:
! When adding note on VCare tool, there is no need to add the Agent’s name.
Order # added to account number XXXXX
! When adding note on Shopify website, please make sure that the Agent’s name is included. Please see below sample:
Order # added to account number XXXXX
-JDoe
REMINDER!!!
If the Plan applied was diff, make sure to use this Note and changed Priority to HIGHEST:
Shopify: Payment added to account. The plan payment was different from the previous plan and the customer's plan was changed to the plan purchased. -Agent’s Name
! When adding note on VCare tool, there is no need to add the Agent’s name.
Order # added to account number XXXXX
! When adding note on Shopify website, please make sure that the Agent’s name is included. Please see below sample:
Order # added to account number XXXXX
-JDoe
REMINDER!!!
If the Plan applied was diff, make sure to use this Note and changed Priority to HIGHEST:
Shopify: Payment added to account. The plan payment was different from the previous plan and the customer's plan was changed to the plan purchased. -Agent’s Name
Note template:
! When adding note on VCare tool, there is no need to add the Agent’s name.
Order # added to account number XXXXX
! When adding note on Shopify website, please make sure that the Agent’s name is included. Please see below sample:
Order # added to account number XXXXX
-JDoe
! When adding note on VCare tool, there is no need to add the Agent’s name.
Order # added to account number XXXXX
! When adding note on Shopify website, please make sure that the Agent’s name is included. Please see below sample:
Order # added to account number XXXXX
-JDoe
For any minute purchase if it is not available, give them the next one up. If they have the 500 or 1,000 minutes give them that, if it is an account that doesn't have it, give them the 3000 free minutes for the $5 or $10 minute purchase.
Notate that they purchased a top up and that you are providing a higher number of minutes as a courtesy.
Different Plan
Once you have determined that the plan is different, you may still proceed in processing the Purchased Plan but with a Different Note & Priority (Lowest-if Same with Prev plan, Highest-if Different with Prev plan)
Fraud
For orders with Low Fraud warning:
For all orders with a High Fraud warning, the Order should not be fulfilled (CANCEL & REFUND).
- New Enrollment or Activation (Plan w/ more than 5 eSIMS) - Cancel & Refund
- Plan - Process
- New Enrollment or Activation (Plan w/ SIM) - Process
- New Enrollment or Activation (Plan w/ Device) - Cancel & Refund
- New Enrollment or Activation (Plan w/ eSIM) - Cancel & Refund
- New Enrollment or Activation (More than 5 SIMs) - Cancel & Refund
For all orders with a High Fraud warning, the Order should not be fulfilled (CANCEL & REFUND).
Lacks information
This type of Order can not be fulfilled.
In most cases, this type of Order does not have the the entire required information to process/apply the Plan to Customer account or has partial information only.
In most cases, this type of Order does not have the the entire required information to process/apply the Plan to Customer account or has partial information only.
Inactive
This type of Order can not be fulfilled and shows a status in conspicuous which will help you prevent from fulfilling the Order.
MDN error message
For phone numbers or MDN that shows an error message instead of the Account information upon searching on VCare tool, the steps on the right side is applicable.
