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 | |
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
|