Guaranteed Same-Day Service Process

BACKGROUND Guaranteed Same-Day Service is available on our checkouts until 3 pm. We need to treat orders containing a Guaranteed Same-Day Service purchase with priority, to ensure we meet the cut-off time with Companies House. PROCESS When to check? • The reports will be checked first thing in the morning by Verginia (Andrew will cover in her absence). • The report will be refreshed and checked every half hour up to 10:30 AM to identify any new same day orders. • From 10:30 AM to 11 AM the report should be refreshed and checked every 5 mins. This is to give us the best chance of submitting the order on time be How to check? 1. Select Reporting/Orders/By Product on eFiling. 2. Apply the following filters: • Status -> Invoiced • From -> The day before • To-> Today’s date • Includes -> Highlight all three Guaranteed Same Day Services • Select Search MLC pass 1. If MLC is successful, the agent who completed the MLC review will send a message into a new Teams Channel named “Same day”. All SST/Compliance have access to this channel. 2. They will @ both Pras Chan and the whole team (@Same day) with a message similar to – ***COMPANY NAME*** please process ASAP – SAME DAY 3. This will create a notification to both Pras and the whole team. 4. These orders will then be taken as high priority and should be ticked off (Confirming the submission to CH) immediately. 5. Pras will play a role in both submitting these orders and also monitoring the channel in case of missed notifications. 6. SLA for these notifications should be no longer than 5 minutes. MLC fail 1. If MLC fail, instead of placing onto failed MLC call report to be called later, client should be called immediately to attempt to rectify any incorrect addresses etc and obtain an MLC pass. 2. If successful, order should be submitted to Same Day channel in line with instructions above. 3. If call is unsuccessful – either unable to get through, or no success following discussion with client – this should be passed to compliance via the usual Teams channels, however that day’s allocator (one of Mathilda, Marianne or Zafirah) should be tagged in directly. 4. The allocator should notify directly the person who is being allocated the order that they have a new Same Day order, and that person should act upon that order immediately. 5. Same day orders should be marked in blue on paused sheets as a reminder, and paused team should take care to continually scan their inbox for any responses to these orders so they can be reviewed as priority.  An additional *Same Day* prefix should be added to Credas References to assist with this. 6. Once satisfactory ID is obtained, orders should be placed on Same Day channel, tagging in the whole team + Pras as per instructions above.