Contents
Table of Contents | ||
---|---|---|
|
...
Overview
Note |
---|
Only Customer Support Agents with compliance permissions will be able to change a customer’s account email. |
Scenario 1. BK ES guest asks for email to be changed
1.1. Guest uses their old email address
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 |
|
Guest clicks on the confirmation link/button |
|
1.2. Guest uses their new email address
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 sends the request from their old email address | Same as 1.1. |
1.3. Guest does not have access to their current email address
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 |
|
Guest clicks on the confirmation link/button |
|
1.4. Guest submits request via phone
Info |
---|
This step applies to markets that offer customer support via phone. |
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 |
|
Guest sends the request from their email address | Same as 1.1. or 1.3. |
Scenario 2. BK PT guest asks for email to be changed
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 |
|
Guest clicks on the confirmation link/button |
|
Info |
---|
Scenarios 1.2 to 1.4 would follow the same pattern. |
Scenario 3. Customer Support Agent searches for email changes
1.2. Email errors
Steps
Expected results
Customer navigates to their Account Info screen
Account info screen is displayed
Steps | Expected results |
---|---|
The Customer Support Agent types a customer email in the email change log | The Customer Support Agent sees a list of email changes, with the following information
|
Scenarios via the Whitelabel Apps
Scenario 1. BK ES customer wants to change their email
1.1. Happy path
...
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.
An automated email is sent, so that Homeria and related systems are updated to the new customer email.
|
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 an account and they should enter a different email
1.3. OTP errors
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.
|
|
|
Customer opens their mail app
Customer sees an email with the OTP
Customer enters a different OTP code than the one sent to the new email address
Customer is informed that the code is incorrect
The customer enters a different OTP code 3 times
The customer sees an error message that there have been too many incorrect attempts to enter the OTP code. The only available action is to go back to the Account Info screen.
The customer enters the OTP code after 24h
Customer is informed that the code is invalid
1.4. Concurrent updates
...
Steps
...
Expected results
...
Customer A navigates to their Account Info screen
...
Account info screen is displayed
...
Customer A chooses to change their email address
...
The customer is able to enter a new email address
...
Customer A enters a valid new email address
...
The customer sees an OTP input screen.
An email message with an OTP code is sent to Customer A’s new email email address.
...
Customer B chooses to change their email address and follows the same steps above
...
An email message with an OTP code is sent to Customer B’s new email email address.
...
Customer B opens their mail app
...
Customer B sees an email with the OTP.
...
Customer B returns to the whitelabel app and enters the correct OTP code
...
The email address is updated successfully in Customer B’s account, as described in the happy path above
...
Customer A opens their mail app
...
Customer A sees an email with the OTP.
...
Customer A returns to the whitelabel app and enters the correct OTP code
...
Customer A sees an error message stating that the email is already in use.
Scenario 2. BK PT customer wants to change their 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 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.
An automated email is sent, so that Homeria and related systems are updated to the new customer email.
...