Page Comparison

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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. The email input supports email validation.
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 CRMNew email address is updated in Homeria delivery systems
The existing ticket-based process to update Homeria is carried out for the new email address.

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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. The email input supports email validation. 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 CRMNew email address is updated in Homeria delivery systems The existing ticket-based process to update Homeria is carried out for the new email address.

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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. The email input supports email validation.
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 updatedNew
email address is updated in Homeria delivery systemsThe existing ticket-based process to update Homeria is carried out for the new email address.

Info
Scenarios 1.2 to 1.4 would follow the same pattern.

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Steps	Expected results
Customer navigates to their Account Info screen	Account info screen is displayed
Customer chooses to change their email address	The customer is able to enter a new email address
Customer enters a valid new email address	The customer sees an OTP input screen. An email message with an OTP code is sent to the new email email address.
Customer opens their mail app	Customers sees an email with the OTP.
Customer returns to the whitelabel app and enters the correct OTP code	Customer sees the Account Info screen, with the new email updated in their account. An email message is sent to the previous email address, informing the customer that their account was updated. The new email address is updated in the BK ES CRM (including Braze). The existing marketing opt-in/out is kept. The new email address is updated in PLK ES CRM.The new An automated email address is updated in Homeria delivery systemsis sent, so that Homeria and related systems are updated to the new customer email.

Steps	Expected results
Customer navigates to their Account Info screen	Account info screen is displayed
Customer chooses to change their email address	The customer is able to enter a new email address
Customer enters an invalid email address	The customer sees an information message that the email is not valid.
Customer enters the same email address	The customer sees an information message that the email is already associated with the account and they should enter a different email
Customer enters an email that is associated with another customer account	The customer sees an information message that the email is already associated with an account and they should enter a different email

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Steps	Expected results
Customer navigates to their Account Info screen	Account info screen is displayed
Customer chooses to change their email address	The customer is able to enter a new email address
Customer enters a valid new email address	The customer sees an OTP input screen. A message with an OTP code is sent to the new email email address.
Customer opens their mail app	Customers sees an email with the OTP.
Customer returns to the whitelabel app and enters the correct OTP code	Customer sees the Account Info screen, with the new email updated in their account. An email message is sent to the previous email address, informing the customer that their account was updated. The new email address is updated in the BK PT CRM (including Braze). The existing marketing opt-in/out is kept. No other CRM systems are updated.The new An automated email address is updated in Homeria delivery systemsis sent, so that Homeria and related systems are updated to the new customer email.

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