Scenarios via Support Tool

Assumptions

Only customer support agents with “auditAccount” 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	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 CRM The existing ticket-based process to update Homeria is carried out for the new email address.

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	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.

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	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 CRM The existing ticket-based process to update Homeria is carried out for the new email address.

1.4. Guest submits request via phone

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	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.

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	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 updated The existing ticket-based process to update Homeria is carried out for the new email address.

Scenarios 1.2 to 1.4 would follow the same pattern.

Scenario 3. Customer Support Agent searches for email changes

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

date,
time,
agent who performed the update,
flag that indicates whether there was access to old mail,
old email and
new email.

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.

1.2. Email 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 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

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. An email message with an OTP code is sent to the new email email address.
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.

[Scenarios] Change email address