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Scenarios via Support Tool

Scenario 1. BK ES guest asks for email to be changed

Steps	Expected results
Guest with a BK ES account contacts Customer Support via email and asks for their email address to be changed to a new one	Customer Support Agent locates the account using the current email address in the Support Tool Customer Support Agent enters the new email address An email is sent to the guest’s new email address, with a confirmation link/button
Guest clicks on the confirmation link/button	New email address is updated in the guest account An email is sent to the guest’s old email address, confirming the change New email address is updated in BK ES CRM (including Braze). The existing marketing opt-in/out is kept New email address is updated in PLK ES CRM New email address is updated in Airtouch and Homeria delivery systems

Steps	Expected results
Guest with a BK ES account contacts Customer Support via email, using their new email address, and asks for their old email address to be changed to this one	Customer Support Agent asks the guest to place the request via their old email address, to verify their identity
Guest sends the request from their old email address	Same as 1.1.

Steps	Expected results
Guest with a BK ES account contacts Customer Support via email, using their new email address, and asks for their old email address to be changed to this one	Customer Support Agent asks the guest to place the request via their old email address, to verify their identity
Guest says they don’t have access to their old email address anymore	Customer Support Agent verifies the guest identity using procedures defined by RBIberia If the Customer Support Agent is satisfied that the request is genuine and not an attempt of fraud, s/he enters the new email address on the Support Tool Customer Support Agent has the choice to flag this account as not having access to their old email address An email is sent to the guest’s new email address, with a confirmation link/button
Guest clicks on the confirmation link/button	New email address is updated in the guest account If the Customer Support Agent flagged the account, payment methods are deleted (to prevent fraud) An email is sent to the guest’s old email address, confirming the change New email address is updated in BK ES CRM (including Braze). The existing marketing opt-in/out is kept New email address is updated in PLK ES CRM New email address is updated in Airtouch and Homeria delivery systems

Steps	Expected results
Guest with a BK ES account contacts Customer Support via phone and asks for their email address to be changed to a new one	Customer Support Agent asks guest to submit the request using their old email address, for identity verification purposes
Guest sends the request from their email address	Same as 1.1. or 1.3.

Steps	Expected results
Guest with a BK PT account contacts Customer Support via email and asks for their email address to be changed to a new one	Customer Support Agent locates the account using the current email address in the Support Tool Customer Support Agent enters the new email address An email is sent to the guest’s new email address, with a confirmation link/button
Guest clicks on the confirmation link/button	New email address is updated in the guest account An email is sent to the guest’s old email address, confirming the change New email address is updated in BK PT CRM (including Braze). The existing marketing opt-in/out is kept No other brand’s CRM systems are updated New email address is updated in Airtouch and Homeria delivery systems

Info
Scenarios 1.2 to 1.4 would follow the same pattern.