Manage ID change requests

You can submit the following change requests:

• Goodwill requests (coupons and points)
• Change mobile number
• Change Email ID
• Change external ID
• Account merge
• Edit profile
• Delete member's account

Configure notifications, auto-approval, OTP settings , and set escalation flow

Note: This can be performed only from old Membercare

To configure Email, Mobile, External ID, or Account Merge settings, do the following:

1. On Member Care, navigate to the Settings category and click ID Change Request Settings. You will see different change request types - Email, Mobile, External ID, Account, and Retro Transaction.

2. Click on the option that you want to configure. You will see the corresponding options as shown below.

3. Configure the following settings and then click Save.

4. Click Save to save the changes.

Update Identifiers Directly (One Step Change)

Org admins can update identifiers through one-step change without the need of sending for approval.

1. Open the respective identifier change request page that you want to update - mobile, email or external id
2. Click One Step Change.
3. Enter the current identifier (email ID/mobile number/external ID) in the Existing box.
4. Enter the new identifier (email ID, mobile number, or external ID) in the Requested To box.
5. Click Proceed.

Download Identifier Change Requests

You can download ID change requests (Account Merge, Mobile Reallocation, Email, Mobile, or External ID) as a CSV file. To download the list of requests, do the following.

1. On the respective identifier change requests page, click the Download drop-down that appears on the top-right
2. Set the duration of the requests that you want to download in Start Date and End Date
3. In Download, select the statuses that you want to download - Pending, Approved, and Declined
4. Click Proceed

The list gets downloaded as a CSV file.

Delete member account

Navigate to the Membercare home page, then click the three-dots menu. From the ID change request dropdown, select Delete member's account and submit the request.

After a deletion request is raised for a customer, their status changes to Deletion Pending. The member account is deleted only after the deletion request is approved. For information on approving or rejecting a request, refer to Manage requests.

Merge Accounts

When duplicate accounts of a customer can exist. you can merge those accounts into one. One account will be survived and another account will be moved

*Surviving Account: The customer account that will remain to continue after merging accounts is the Surviving Account.
Deactivating Account: The customer account that will be removed after merging is a deactivating account. The account *once deactivated cannot be activated again and its data cannot be retrieved. However, the entire data will be validated and moved to the surviving account.

Settings for Account Merge Requests

You can configure to notify org POCs on merge requests, automatically approve merge requests without the need of the back-end team to approve it, and notify customers through SMS and email when their accounts are merged.

1. On the Member Care navigation pane, click Settings > ID Change Request Settings > Account.
2. In Email these on arrival of request, select the org POCs that you want to notify on new merge requests.
3. Set Auto approve to On to automatically approve merge requests directly.
4. In Communicate change to, select whom to notify in case of account merge.

• Check Requestor to notify the customer that requested for account merge.
• Check Survivor to notify the customer whose remains after merging.
• Check both Requestor and Survivor to notify both.

5. To configure SMS notification, click the Configure button next to Configure SMS and create the message. Use predefined tags wherever required.
6. To configure email, click the Configure button next to Configure Email.

• In Subject, enter the subject of the email.
• In the message body, set up the message body with content and insert images. You can add predefined tags in the message wherever required. To add tags, just click the tag from the list on the left.
• Click Save Changes.

7. Click Save.

Merge Accounts Directly (One Step Change)

To merge duplicate accounts directly, you can use the One Step Change option. Only admin users of an org have access to this feature.

1. In the Account Merge Change Request page, click One Step Change.
2. In the Existing Box, type the email ID, mobile number, or external ID of the existing account that you want to merge.
3. In the Requested To box, type the email ID, mobile number, or external ID of the account into which you want to merge - survivor account.
4. Click Proceed.

Download Account Merge History

To download accounts merge history as a CSV file, do the following:

1. On the Account Merge page, click the Download drop-down that appears on the top-right
2. Set the duration of the requests that you want to download in Start Date and End Date
3. In Download, select the statuses that you want to download - Pending, Approved, and Declined.
4. Click Proceed
   The list gets downloaded to your computer as a CSV file.

Effect of account merging on the customer data

After merging, the account that continues to remain is a survivor account and the account that is merged into the survivor account is a victim account.

* Registration date: The registration date will be the earlier date between the two accounts

• Transactions: All transactions of the victim will be merged into the survivor's account
• Points & Coupons: All points and coupons of the victim will be merged into the survivor's account
  The following table provides a comprehensive list of changes that will occur when two accounts are merged.

❗️

When merging cards with the survivor, the application may generate warnings in the following scenarios:

1. If the total number of cards under the survivor exceeds the defined maximum number of active cards per customer for individual card types.
2. If the total number of cards under the survivor exceeds the defined maximum number of active cards based on global card settings.

However, you can choose to ignore the warning and proceed with adding the cards to the survivor.

Excluding card merging during account merge

By default, when merging customer accounts, the cards associated with the victim account are transferred to the survivor account automatically. In case the customer exceeds the set threshold for the maximum number of cards they can hold, the transfer of cards from a victim to a survivor account will proceed with a warning.
However, if you want do not want to transfer the cards of the victim account to the survivor account during a customer merge, you can raise a ticket and disable the CONF_ALLOW_CARD_TRANSFER_TO_SURVIVOR configuration. This ensures that the cards are not transferred along with the other existing parameters.

❗️

There is no UI to enable this configuration. You need to raise a JIRA ticket (sample ticket) to the sustenance team to enable these configurations. Turn around time is five days.