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Customer Inquiry Resolution Process Flow Document

This document outlines the steps for resolving customer inquiries involving Market Participants. It covers identity confirmation, response options, and Subject Matter Expert involvement.

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Customer Inquiry Resolution Process Flow Document

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  1. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow Document 09-3C (updated 3/6/09) Can inquiry be resolved by Receiving Market Participant 1 2 No Market Participant receives CustomerInquiry Receiving MarketParticipant General Customer inquiry Yes No Yes Customer contacts Market Participant with a Customer Inquiry Customer receives response to inquiry Customer Responding Market Participant Receiving Market Participant answers Customer Inquiry Subject Matter Expert Market Participant

  2. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow Document 09-3C (created 3/6/09) Identity confirmed 2 1 Yes Does inquiry belong to Receiving Market Participant No Receiving MarketParticipant No Customer informed of correct process Yes Customer receives response to inquiry Customer Responding Market Participant Receiving Market Participant responds to Customer Inquiry Subject Matter Expert Market Participant

  3. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow Document 09-3C (created 3/6/09) 2 3 Receiving Market Participant contacts Subject Matter Expert Market Participant to resolve Customer Inquiry Option 3 Option 1 Receiving Market Participant chooses response option Refer Customer Inquiry and forward all information to Responding Market Participant Direct Customer to Responding Market Participant Receiving MarketParticipant Option 2 Customer receives contact Information for Responding Market Participant Customer receives response to inquiry Customer Customer contacts Responding Market Participant Responding Market Participant receives Customer Inquiry and information Responding Market Participant receives Customer Inquiry Responding Market Participant Responding Market Participant responds to Customer Responding Market Participant responds to Customer Subject Matter Expert Market Participant

  4. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow Document 09-3C (created 3/6/09) Receiving Market Participant refers Customer Inquiry and forwards information to the Responding Market Participant Receiving Market Participant directs Customer to contact the Responding Market Participant 2B 3 No Receiving Market Participant contacts Subject Matter Expert to resolve Customer Inquiry No Yes Receiving MarketParticipant Yes Customer receives contact Information for Responding Market Participant Customer receives response to inquiry Customer Customer contacts Responding Market Participant Responding Market Participant receives Customer Inquiry Responding Market Participant responds to Customer Responding Market Participant Responding Market Participant responds to Customer Responding Market Participant receives Customer Inquiry and information Subject Matter Expert Market Participant

  5. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow Document 09-3C (created 3/6/09) 3 Receiving Market Participant receives response from Subject Matter Expert Market Participant Receiving MarketParticipant Customer receives response to inquiry Customer Receiving Market Participant responds to Customer Inquiry Responding Market Participant Subject Matter Expert Market Participant Subject Matter Expert Market Participant receives Customer Inquiry from Receiving Market Participant Subject Matter Expert Market Participant determines response to Customer Inquiry Subject Matter Expert Market Participant sends response to Receiving Market Participant

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