Daisy Distribution Partner Guide 11
Contents O2 Retentions & Funding Request... 4 O2 Credit Checks... 4 O2 New Connection / Port... 6 O2 Banding / Account Information & End Dates... 7 O2 Resigns... 8 O2 Landline... 9 O2 Bolt On Change Request (VAS)... 10 O2 Sim Swap... 11 O2 Transfer of Ownership... 11 O2 Account Changes... 12 O2 Query... 13 O2 Disconnection / PAC Request... 13 Orange Credit Checks... 15 Orange New Connection / Port... 15 Orange Fulfillment New (Including iphone for non approved)... 17 Orange Banding / Upgrade Eligibility & End Dates... 18 Orange Upgrades... 18 Orange Fulfillment Upgrades (Including iphone for non approved)... 19 Orange Sim Swap... 20 Orange Account Changes... 20 Orange Query... 21 Orange In Life Change... 21 Orange Disconnection... 22 Vodafone VPS Retentions & Funding Request... 23 Vodafone VPS Credit Checks... 23 Vodafone VPS New Connection / Port... 24 Vodafone VPS Banding / Upgrade Eligibility & Commitment End Dates... 25 Vodafone VPS Upgrades... 26 Vodafone One Net Express Connections... 27 Vodafone VPS One Net Express Tariff Migration... 28 Vodafone VPS Bolt-ons (VAS)... 29 Vodafone Sim Swap... 30 Vodafone VPS Transfer of Ownership... 30 Vodafone VPS Third Party / Managed Access... 31 Vodafone VPS Account Changes... 32 Vodafone VPS Query / Complaint... 32 Vodafone VPS Tariff Analysis... 33 Vodafone VPS Disconnection (includes 14 day)... 33 Vodafone Zygo Retentions & Funding Request... 34 Vodafone Zygo Credit Checks... 35 Vodafone Zygo New Connection / Port... 36 Vodafone Zygo Banding / Upgrade Eligibility & End Dates... 37 Vodafone Zygo Upgrades... 37 Vodafone Zygo Account Changes... 39 Vodafone Zygo Bolt-ons (VAS)... 39 Vodafone Zygo Sim Swap... 40 Vodafone Zygo Change of Dealer Base... 40 Vodafone Zygo Change of Ownership... 41 Vodafone Zygo Query... 41 Vodafone Zygo Disconnection... 42 T-Mobile Credit Checks... 43 T-Mobile Stock Ordering... 44 T-Mobile New Connection / Port - Via Webreg... 44 T-Mobile New Connection / Port - Daisy Distribution... 45 T-Mobile Banding / Upgrade Eligibility Check... 46 T-Mobile Resigns / Upgrades... 46 T-Mobile Sim Swap... 47 T-Mobile Account Changes... 48 T-Mobile / PAC Request... 49 2
EE Small Business Account Changes... 51 EE Small Business Banding / Upgrade Eligibility Check... 51 EE Small Business Disconneciton / PAC... 51 EE Small Business New Connection / Port - Daisy Distribution... 52 EE Small Business Resigns / Upgrades... 53 EE Small Business iphone for non-approved partners... 53 EE Small Business Credit Checks... 55 EE Small Business Migration from Orange... 56 EE Small Business Migration from T-Mobile... 57 EE Corporate Account Changes & Third Party Access Authorisation 58 EE Corporate Banding Check 58 EE Corporate Credit Check 58 EE Corporate Disconnections 59 EE Corporate New Connections & Ports 60 EE Corporate Query 61 EE Corporate Upgrades 62 EE Corporate iphone for non-approved partners 63 EE Corporate Migration from Orange 64 EE Corporate Migration from T-Mobile 65 3
O2 Retentions & Funding Request 1 To request bespoke tariff/bolt ons or an additional funding request onto a customer account for new connections or resigns, go to InTouch, select Add Job, then O2 and Retentions & Funding job If customer details cannot be found a NEW CUSTOMER will need to be created ensuring all sections marked with a red star * are completed. 2 State full tariff and /or bolt on request changes and/or funding request details in the Description field on the JOB DETAILS tab. The completed Retentions & Funding Form needs to be attached to the FILES tab for processing, please see the DPP, Knowledge Bank, Information & Forms, O2 Submit Job. InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 3 Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. Go to 5 4 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer To respond, go to InTouch and Open Jobs, click on job to open, go to notes section and enter a response then select Add Note. This will send a response back to Daisy Distribution to action, changing the status to Pending. Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. 6 Once the request has been confirmed by the Network, Daisy Distribution will change the job to Complete and the status update will confirm the details, please ensure you add the job number of this approval to your new/port/resign request O2 Credit Checks 1 Go to InTouch, Add Job, network and create a Credit Check job. Please include bank details when credit checking a brand new customer to the network. 2 Go to Job Details tab, enter number of lines to credit check, state in the description field if this is an existing or new customer, providing existing account number and / or mobile phone number. 3 Go to Contact Details tab. All credit checks must have a contact. For Sole Traders or Partnerships state the owner / partner, for limited companies state a Director. Ensure the Set as Selected contact tick box is ticked after entering contact details. 4
You can at this point also add the CSI contact. 4 Go to Credit Check tab select Highest Tariff from drop down selection. Select Payment Method and select if it is a Port or New Connection. 5 Go to Files tab and attach a purchase order if available. Please note 7+ checks must be accompanied by a purchase order dated within the last 30 days. (see latest Pulse pack for up to date proof requirements), Submit Job InTouch will move your request to the Open Job tab and status update will be emailed showing the job number and the 6 If Daisy Distribution require additional information, the job status will be changed to Awaiting Dealer response then select Add Note. This will send a response back to Daisy Distribution to action and change the status will show as Pending. 7 Once details have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. Please note if the credit check passes you can convert the job into a new connection or port job through the Convert button on your InTouch home page. 5
O2 New Connection / Port 1 If the Credit Check has been processed via InTouch open InTouch and select the Convert Job option on the InTouch Homepage. Choose the relevant job from the drop down selection and select Convert. Choose a New Connection or Port job. Alternatively select Add Job, select network and create a New Connection or Port job. 2 Go to Job Details tab, enter the number of lines you wish to connect, state in the description field exactly what is required, with any special instructions and advise if paying by direct debit. BCAD references (if applicable) must be stated in the Description field. 3 Go to Files tab and attach an electronic copy of the purchase order and any other proofs / contracts (see latest Pulse pack for current proof requirements), if not already attached from converting the Credit Check job. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed. 4 Go to Connections tab There are two ways to complete the Connections Grid. a) Go to Connections tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports ensure you advise a port date or we will set at next available date. b) Download XLS Template Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to Upload XLS Template and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select Show / Hide Validation, this will show errors. Submit Job InTouch will move your request to the Open Job tab and status update will be emailed showing the job number and the 5 Important CSI Contact Detail must be added at this point, (if not already present on the account). Go to InTouch homepage and select Edit Customer, enter a minimum of three consecutive characters of the customer name, select New Contact. Enter a CSI contact with contact number and email address. Please note that jobs will be returned if this information is missing. This contact will also be used to set up the customers My O2 Business account. 6 If Daisy Distribution require additional information to process the request, the job status will be changed to Awaiting Dealer 7 Once the request has been processed with the Network, Daisy Distribution will send a Partner Notification stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open intouch job. 6
Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to Awaiting Dealer, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the Files tab on the job. QC will validate and if acceptable add to the payment system and change the job status to Complete, which will send a final status update via email confirming the job has been fully actioned. You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. O2 Banding / Account Information & End Dates 1 To check end-dates, resign eligibility on existing O2 customers, go to InTouch, Add Job, select network and create a Banding Check job. For Revenue Share Rules and Commissions, please refer to Daisy Distribution s current Pulse pack. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete 2 State mobile / account number with information required in the Description field on the JOB DETAILS tab. Ensure the billing postcode is provided if different from the registered address. You can attach documentation to the files section if you wish. Submit Job. InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 3 Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. Go to 5 4 If Daisy Distribution require additional information, the job status will be changed to Awaiting Dealer Go to 3 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. 7
O2 Resigns 1 If the Banding Check has been processed via InTouch, open InTouch select the Convert Job option on the InTouch Homepage. Choose the relevant job from the drop down selection and select Convert to an Resign Alternatively select Add Job, network and create a Resign job. 2 Go to Job Details tab, enter the number of lines you wish to resign, state in the description field exactly what is required, with any special instructions and BCAD references (if applicable). 3 Go to Files tab and attach an electronic copy of the purchase order and any other proofs / contracts (see latest Pulse pack for current proof requirements). Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed. 4 Go to Connections tab There are two ways to complete the Connections Grid. a) Go to Connections tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Ports ensure you advise a port date or we will set at next available date. b) Download XLS Template Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to Upload XLS Template and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select Show / Hide Validation, this will show errors. Submit Job InTouch will move your request to the Open Job tab and status update will be emailed showing the job number and the 5 Important CSI Contact Detail must be added at this point, (if not already present on the account). Go to InTouch homepage and select Edit Customer, enter a minimum of three consecutive characters of the customer name, select New Contact. Enter a CSI contact with contact number and email address. Please note that jobs will be returned if this information is missing. This contact will also be used to set up the customers My O2 Business account. 6 If Daisy Distribution require additional information to process the request, the job status will be changed to Awaiting Dealer 8
7 Once the request has been processed with the Network, Daisy Distribution will send a Partner Notification stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open intouch job. Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to Awaiting Dealer, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the Files tab on the job. QC will validate and if acceptable add to the payment system and change the job status to Complete, which will send a final status update via email confirming the job has been fully actioned. You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. O2 Landline 1 Select Add Job, select network and create a Landline job. 2 Go to Job Details tab enter number of lines you wish to connect, state in the description field exactly what is required, with any special instructions and advise if paying by direct debit. BCAD reference (if applicable) must be stated in the Description field. 3 Go to Files Section and attach an electronic copy of the completed contract in Word format, plus the completed Customer Requirement Form (CRF). For new o2 customers the name on the documents must match Companies House exactly, for existing o2 customers it must match the existing account name they have with the network. 5 Go to Connections tab There are two ways to complete the Connections Grid. a) Go to Connections tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. b) Download XLS Template Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. For O2 always choose Resign as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to Upload XLS Template and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select Show / Hide Validation, this will show errors. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the Go to 8 6 Important CSI Contact Detail must be added at this point, (if not already present on the account). Go to InTouch homepage and select Edit Customer, enter a minimum of three consecutive characters of the customer name, select New Contact. Enter a CSI contact with contact number and email address. Please note that jobs will be returned if this information is missing. This contact will also be used to set up the customers My O2 Business account. 9
7 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer and InTouch will send an automated email stating change and required information. 8 Once the credit check has passed with O2, the customer contract (CIF) is generated and will be Uploaded to the job, the status will be changed to Awaiting Dealer and InTouch will send an automated email requesting the signed contract to be returned for processing To respond, go to InTouch and Open Jobs, click on job to open, go to notes section then select Add Note. Upload the signed contract & PO (if not already provided) to the attach files tab 9 Submit Job Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the Daisy Distribution will process your request and the status will change to Awaiting Network for a new install Or Awaiting Port Date if transferring lines, then Port Date Set when confirmed by the network NB. The landline job will sit at Awaiting Network or Port Date Set until the date of transfer/install and O2 have confirmed the connection is complete 10 Once details have been processed with the Network, connection details will be added to InTouch and job status changed to Complete, which will send a status update via email confirming the request, has been actioned. You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. O2 Bolt On Change Request (VAS) 1 To change Bolt-on s, go to InTouch R3, select Bolt-on job, network and create an Account Change job. If customer details cannot be found a NEW CUSTOMER will need to be created ensuring all sections marked with a red asterisk * are completed. 2 State mobile / account number with required changes in the Description field on the JOB DETAILS tab. Documentation can also be attached to the FILES tab for information. Submit Job. InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 3 Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. Go to 5 4 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer To respond, go to InTouch and Open Jobs, click on job to open, go to notes section and enter a response then select Add Note. This will send a response back to Daisy Distribution to action, changing the status to Pending. Go to 3 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. Please ensure you review the customer s first bill to ensure they are being charged correctly. 10
O2 Sim Swap 1 Go to InTouch R3, select network and create a Sim Swap job. 2 State customer mobile and new sim number in the Description field on the JOB DETAILS tab. You can attach documentation to the files section for information. Submit Job InTouch will move your request to the Open Job tab and status update will be emailed showing the job number and the 3 Go to 5 4 If Daisy Distribution require additional information to process the request, the job status will be changed to Awaiting Dealer 5 Once details have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. O2 Transfer of Ownership 1 If the Credit Check has been processed via InTouch open InTouch and select the Convert Job option on the InTouch Homepage. Choose the relevant job from the drop down selection and select Convert. Choose job type Transfer of Ownership. Alternatively select Add Job, select network and create a Transfer or Ownership job. 2 State requirements in the Description field on the JOB DETAILS tab. Go to Files tab and attach the purchase order and Transfer of Ownership form found on DPP, Knowledge Bank, Information & Forms, O2. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed. Ensure you state if a tariff change is required and if the bolt-on s are new or existing. Consumer to Business TOO the consumer mobile must be out of contract (or termination fees apply) the mobile will then enter into a new 24/36 mth term the job will be changed to a Resign as commission will be payable. Business to Business TOO contract end dates are mapped to the new account no commission payable Submit Job InTouch will move your request to the Open Job tab and status update will be emailed showing the job number and the 3 Daisy Distribution will then process your request and the status will change to Awaiting Network Go to 7 11
4 If Daisy Distribution require additional information to process the request, the job status will be changed to Awaiting Dealer 5 Important CSI Contact Detail must be added at this point, (if not already present on the account). Go to InTouch homepage and select Edit Customer, enter a minimum of three consecutive characters of the customer name, select New Contact. Enter a CSI contact with contact number and email address. Please note that jobs will be returned if this information is missing. This contact will also be used to set up the customers My O2 Business account. 6 If Daisy Distribution require additional information to process the request, the job status will be changed to Awaiting Dealer 7 Once the request has been processed with the Network, Daisy Distribution will send a Partner Notification stating additional account information if necessary. Details will be added to the Connections Grid and the job status will changed to Quality Control, this will send a status update via email confirming the request has been actioned and is with Quality Control for final checking and confirmation. You can now view connection details on the Connection Grid of the open intouch job. Quality Control will then validate the proofs, connection details and process for self-bill. Job will then be set to Complete instructing you of connection details. If the supplied proofs do not meet network specifications, then job will be set to Awaiting Dealer, a status update will be sent detailing proofs required to pass for payment. Once correct proofs have been uploaded to the Files tab on the job. QC will validate and if acceptable add to the payment system and change the job status to Complete, which will send a final status update via email confirming the job has been fully actioned. You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. O2 Account Changes 1 To change usernames, direct debit details, billing address go to InTouch R3, select Add Job, network and create an Account Change job. If customer details cannot be found a NEW CUSTO MER will need to be created ensuring all sections marked with a red asterisk * are completed. 2 State mobile / account number with required changes in the Description field on the JOB DETAILS tab. Documentation can also be attached to the FILES tab for information. Submit Job. InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 3 Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. Go to 5 12
4 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer To respond, go to InTouch and Open Jobs, click on job to open, go to notes section and enter a response then select Add Note. This will send a response back to Daisy Distribution to action, changing the status to Pending. Go to 3 Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. O2 Query 1 If you have a billing or general query on a customer s account go to InTouch R3 and create a Query job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete 2 State number / account number and query details in the Description field on the JOB DETAILS tab. You can attach supporting documentation to the files section if you wish. Submit Job InTouch will move your request to the Open Job tab and status update will be emailed showing the job number and the 3 Daisy Distribution will now process your request with the network and the status will change to Awaiting Network Go to 5 4 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer and InTouch will send an automated email stating change and required information. Daisy Distribution will now process your request with the network and the status will change to Awaiting Network. 5 Once details have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. This information and a full audit trail can be found within the InTouch job under Notes or Job History O2 Disconnection / PAC Request 1 For single PAC requests, the customer must contact O2 Customer Services direct 08009777027 or 8002 from an O2 mobile number. Go to InTouch and create a Disconnection job. 2 Go to Job Details tab, enter number of lines you wish to disconnect, state reason for disconnection in the description field. If a letter has been supplied by the customer, please attach to the Files section. 13
Submit Job. InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 3 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 4 Once details have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update via email confirming the request has been actioned. 14
Orange Credit Checks 1 Go to InTouch, select Add Job, network and create a Credit Check job. Ensure the number of employees section is also completed. Please include bank details if credit checking a brand new customer to the network. 2 Go to Job Details tab enter number of lines you wish to credit check, state in the description field if this is an existing or new customer, providing existing account number or mobile phone number. Please also advise if the customer requires roaming (as this needs credit checking for) and also what type of handsets the customer will be taking if known. 3 Go to Contact Details tab. All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 years worth of personal addresses for owners / partners and fill in all other information for them on the page. Ensure you tick the contact selection once contact details have been added / selected. 4 Go to Credit Check tab select Highest Tariff from drop down selection. Select Payment Method and if a Port or New Connection 5 Go to Files tab and attach a purchase order if available. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the Go to 7 6 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer and InTouch will send an automated email stating change and required information. 7 Once the check has been confirmed / rejected by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned Please note if the credit check passes you can convert the job into a new connection or port job. Orange New Connection / Port 1 If the Credit Check has been processed via InTouch, select the Convert Job option on the InTouch Homepage. Choose the relevant job from the drop down selection and select Convert then choose either a New Connection or Port job. Alternatively select Add Job, network and create a New Connection or Port job. 15
2 Go to Job Details tab enter number of lines you wish to connect, state in the description field exactly what is required, with any special instructions and advise if paying by direct debit. Any DA reference (if applicable) must be stated in the Description field. 3 Go to Files Section and attach an electronic copy of the purchase order and any other proofs, if not already attached from converting the Credit Check job (see latest Pulse pack for up to date proof requirements). Purchase order must correspond with details entered on the Connection Grid and be dated within the last 30 days on company letterhead, signed, with the signatories full name and position clearly printed. It must state network, contract term, tariff, unlimited and flexible benefits and any chargeable bolt-ons. For limited companies the company registration number should be printed on the letterhead. Important You must also obtain and retain a signed Orange Customer Information Form (CIF). If you currently deal direct with Orange please continue to post your proofs to Daisy Distribution, Communication House, 166 Handford Road, Ipswich, IP1 2BH for payment. 4 Go to Connections tab There are two ways to complete the Connections Grid. a) Go to Connections tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. b) Download XLS Template Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. For O2 always choose Resign as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to Upload XLS Template and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select Show / Hide Validation, this will show errors. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the Go to 6 5 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 6 Once details have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. 16
Orange Fulfillment New (Including iphone) 1 Go to InTouch, select Add Job, network and create a Fulfillment New job. Please include bank details if credit checking a brand new customer to the network. 2 Go to Job Details tab enter number of lines required, and include model details and any further requirements. If customer is existing with network please advise of account/ mobile number. 3 Go to Contact Details tab. All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 year s worth of personal addresses for owners / partners. Ensure you tick the contact selection once contact details have been added / selected. 4 Go to Credit Check tab select Highest Tariff from drop down selection. Select Payment Method. 5 If fulfillment is for an iphone go to Files Section and attach an electronic copy of the purchase order. The purchase order must be dated within the last 30 days on company letterhead and be signed, with the signatories full name and position printed. It must state contract term, tariff, unlimited and flexible benefits and any chargeable bolt-ons. For limited companies the company registration number should be on the letterhead (if customer is retaining existing tariff and bolt-ons this should be specified). 6 Go to Connections tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. Do not leave any spaces in CTN s, numbers must look like 07870000000 not 07870 000000. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select Show / Hide Validation, this will show errors. Submit InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 7 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 8 Daisy Distribution will then credit check the customer for you and arrange for kit to be picked and connected. Kit will then be dispatched for next day delivery direct to the customer (ex Saturday). You will be notified of kit details when job is completed. 9 Once details have been processed with the Network, Daisy Distribution will add details and change job status to Complete and attach connection details, which will trigger an email advising. You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. 17
Orange Banding / Upgrade Eligibility & End Dates 1 To check end-dates and upgrade eligibility on existing customers, go to InTouch, select Add Job, network and create a Banding Check job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete 2 State every mobile number you wish to check with information required in the Description field on the JOB DETAILS. You can attach other documentation to the files section if you wish. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the 3 Go to 5 4 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer and InTouch will send an automated email stating change and required information. 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned Orange Upgrades 1 If the Banding Check has been processed via InTouch, open InTouch and select the Convert Job option on the InTouch Homepage. Choose the relevant job from the drop down selection and select Convert to an Upgrade Alternatively select Add Job, network and create an Upgrade job. 2 Go to Job Details tab enter number of lines you wish to resign, state in the description field exactly what is required, with any special instructions and advise of DA reference (if applicable). Please also advise of sim delay required (max 6 day). 3 Go to Files Section and attach an electronic copy of the purchase order and any other proofs (see latest Pulse pack for up to date proof requirements), if not already attached from converting the Banding Check job. Purchase order must correspond with details entered on the Connection Grid and be dated within the last 30 days on company letterhead, signed, with the signatories full name and position clearly printed. It must state network, contract term, tariff, unlimited and flexible benefits and any chargeable bolt-ons. For limited companies the company registration number should be printed on the letterhead. Please specify if customer is retaining existing tariff and bolt-ons. Important You must also obtain and retain a signed Orange Customer Information Form (CIF). If you currently deal direct with Orange please continue to post your proofs to Daisy Distribution, Communication House, 166 Handford Road, Ipswich, IP1 2BH for payment. 4 Go to Connections tab There are two ways to complete the Connections Grid. a) Go to Connections tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. 18
Also state in the comments field if you wish to remove an existing bolt-on. b) Download XLS Template Make sure macros are enabled. Complete cell B2 Network from the drop down section, then complete left to right from cell A4. For O2 always choose Resign as the job type. Again choose from drop down selection if available in the cell. Do not leave any spaces in CTN s, numbers must look like 07870000000 not 07870 000000. Once complete save to a folder, go to Upload XLS Template and attach. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select Show / Hide Validation, this will show errors. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the Go to 6 5 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 6 Once details have been processed with the Network, Daisy Distribution will add details and change job status to Complete and attach connection details, which will send a status update confirming request has been actioned This information and a full audit trail can be found in the Completed Jobs tab under Notes or Job You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. Orange Fulfillment Upgrades (Including iphone) 1 Select Add Job, network and create a Fulfillment Upgrade job. If customer details cannot be found a New Customer will need to be created and you must complete all sections marked with a red asterisk * 2 Go to Job Details tab enter number of lines you wish to resign, state in the description field exactly what is required, with any special instructions and advise of DA reference (if applicable). Please also advice of sim delay required (max 6 day). 3 Go to Files tab and attach an electronic copy of the purchase order and any other proofs / contracts (see latest Pulse pack for current proof requirements), if not already attached from converting the Credit Check job. Purchase order must be dated within the last 30 days and correspond fully with details entered on the Connection Grid. PO must be signed with signatories name and position clearly printed. 4 Go to Connections tab - Working from left to right complete each section, choose from the drop down selection if available. All cells highlighted pink must be completed. Ensure you state tariff and required bolt-ons. Also state in the comments field if you wish to remove an existing bolt-on. Do not leave any spaces in CTN s, numbers must look like 07870000000 not 07870 000000. If all tabs are outlined or shaded green, you can now submit. If any of the tabs are red, go to that tab and select Show / Hide Validation, this will show errors. Submit InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 5 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 19
6 Daisy Distribution will then perform an upgrade eligibility / banding check on the customer for you and arrange for kit to be picked and upgraded. Kit will then be dispatched for next day delivery direct to the customer (ex. Saturday). You will be notified of kit details when job is completed. 7 Once details have been processed with the Network, Daisy Distribution will add details and change job status to Complete and attach connection details, which will trigger an email advising. You will need to go in to the Closed Jobs tab and view details to ensure all has been processed correctly, reporting any tariff / bolt-on discrepancies within 48 hours. Please ensure you review the customer s first bill to ensure they are being charged correctly. Orange Sim Swap 1 Go to InTouch R3, select Add Job, network and create a Sim Swap job. 2 State customer mobile and new sim number in the Description field on the JOB DETAILS. You can attach documentation to the files section if you wish. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the 3 Go to 5 4 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will trigger an email advising. This information and a full audit trail can be found in the Completed Jobs tab under Notes or Job Orange Account Changes 1 To add 3 rd Party or set up online billing, go to InTouch R3, select Add Job, network and create an Account Change job. NB We cannot change Bolt-ons, usernames, direct debit details or billing address. Only someone with 3 rd party authorization or the customer can do this. 2 State number / account number with required changes in the Description field on the JOB DETAILS. Attach relevant documentation to the files section. Submit Job. InTouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the status will change to Awaiting Network. 3 InTouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the status will change to Awaiting Network. Go to 5 20
4 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer and InTouch will send an automated email stating change and required information. Daisy Distribution will now process your request and the status will change to Awaiting Network. 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned. This information and a full audit trail can be found in the Completed Jobs tab under Notes or Job Orange Query 1 If you have a billing or general query on a customer s account go to InTouch R3, select network and create a Query job. 2 State number / account number and query details in the Description field on the JOB DETAILS tab. You can attach supporting documentation to the files section if you wish. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the 4 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned Orange In Life Change 1 Go to InTouch R3, select Add Job, network and create an Account Change job. If customer details cannot be found a NEW CUSTOMER will need to be created and you must complete all sections marked with a red asterisk * 2 State customer mobile and new kit requirements in the Description field on the JOB DETAILS tab. Attach customer purchase order, dated within last 30 days, for the change to the files section. Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the Daisy Distribution will process your request and the status will change to Awaiting Network. 3 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 21
4 Daisy Distribution will then place the order for the stock and advise you of the kit details. The order will then be placed as Awaiting Dealer while we await confirmation from you that the kit has been received by the customer. Once the customer has the kit and is ready for us to process the in life change advise on the job by going to InTouch and Open Jobs, click on job to open, go to notes section and complete response then select Add Note. This will send a response back to Daisy Distribution to action and the status will change to Pending. 5 Once changes have been confirmed by the Network, Daisy Distribution will add details and change job status to Complete which will trigger an email advising. This information and a full audit trail can be found in the Completed Jobs tab under Notes or Job History Orange Disconnection 1 If the customer wishes to process a 7 day distance selling disconnection go to InTouch and create a Disconnection job. NB We cannot process end of contract disconnections with the network. The customer will need to call Orange customer services to request these themselves. We also cannot obtain PAC codes on their behalf. 2 Go to Job Details tab, enter number of lines you wish to disconnect, state reason for disconnection in the description field. You will need to supply full kit details (mobile, SIM number and IMEI). Submit Intouch will move the request to the Open Job tab and a status update will be emailed showing the job number and the 3 If Daisy Distribution requires additional information, the job status will be changed to Awaiting Dealer 4 Once notification has been received back from the network, Daisy Distribution will add details and change job status to Complete which will send a status update confirming request has been actioned If kit was supplied to the customer you will be advised of the RA number and this must be added to the GRA form and emailed to returns@daisydistribution.com. The Returns team will generate a GRA number and send back via email. The kit needs to be returned with a copy of the GRA form to Daisy Distribution, Communications House, 166 Handford Road, Ipswich, IP1 2BH 22
Vodafone VPS Retentions & Funding Request 1 To request bespoke tariff/bolt ons or an additional funding request onto a customer account for new connections or resigns, go to InTouch, select Add Job, then Vodafone and Retentions & Funding job. If customer details cannot be found a NEW CUSTOMER will need to be created ensuring all sections marked with a red star * are completed. 2 State full tariff and /or bolt on request changes and/or funding request details in the Description field on the JOB DETAILS tab. The completed Retentions & Funding Form needs to be attached to the FILES tab for processing, please see the DPP, Knowledge Bank, Information & Forms, O2 Submit Job. InTouch will move your request to the Open Job tab and a status update will be emailed showing the job number and the 3 Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. Go to 5 4 If Daisy Distribution requires additional information to process the request, the job status will be changed to Awaiting Dealer and InTouch will send an automated email stating change and required information. To respond, go to InTouch and Open Jobs, click on job to open, go to notes section and enter a response then select Add Note. This will send a response back to Daisy Distribution to action, changing the status to Pending. Daisy Distribution will then process your request with the network and the status will change to Awaiting Network. 6 Once the request has been confirmed by the Network, Daisy Distribution will change the job to Complete and the status update will confirm the details, please ensure you add the job number of this approval to your new/port/resign request Vodafone VPS Credit Checks 1 Go to InTouch, select Add Job, network and create a Credit Check job. Please include bank details if credit checking a brand new customer to the network. 2 Go to Job Details tab enter number of lines you wish to credit check, state in the description field if this is an existing or new customer, providing existing BAN or mobile phone number. 3 Go to Contact Details tab. All credit checks must have a contact. For Sole Traders or Partnerships you must also state 3 years worth of personal addresses for owners / partners (please refer to Credit Vetting Sheet or Vodafone Contract to ensure all information supplied) Ensure you tick the contact selection once contact details have been added / selected. 4 Go to Credit Check tab select Highest Tariff from drop down selection. Select Payment Method and if a Port or New Connection 5 Go to Files tab and attach required proofs (please see back of Pulse commissions guide for up to date proof list). All paperwork must have your Business partner code and your Vodafone connector code on it. 23