AA: Procedure for Handling Deceased Beneficiary Requests

1. Initial Ticket Evaluation:
   • Note in Account:Upon receiving a request concerning a deceased beneficiary, immediately note:
     • Admin link
     • Party making the request
     • If the recipient was added
     • Funds paid out status
   • Initial Assessment:
     • If all funds are paid out, inform the requester that funds have been transferred and direct them to probate for bank asset transfer. Suggest unpublishing the campaign.
     • If funds remain, proceed to canned response P2 Verification.
2. Canned Response - P2 Verification:
   • Title: "Deceased Recipient of a GiveSendGo Campaign"
   • Content: Express sympathy and explain the process for handling the campaign of a deceased beneficiary, including transferring the campaign, ending the campaign, or refunding donations. Request necessary documents from the executor or administrator (ID, obituary or death certificate, and legal documentation).
3. Documentation Verification:
   • Upon receipt of documents, verify their authenticity.
   • If documentation is incomplete or missing, request additional information.
4. Escalation to Lead Support (If Funds Available for Payout):
   • Tag the ticket with "deceased beneficiary" and update the status to "pending."
   • Assign to Lead Support and include a comprehensive summary of the request, actions taken, and current status.
5. Lead Support Review:
   • Review the account and payouts.
   • If funds were already paid out, inform the agent, setting the ticket status to "open" for further action by the customer support team.
   • If verification is acceptable and funds are available, proceed to change the recipient.
6. Changing the Recipient:
   • Delete the previous recipient and add the new one by masquerading in the campaign owner's account.
   • Update SysVerify with "deceased beneficiary, [ticket URL], documents received, approved, previous recipient details."
7. Final Communication:
   • Inform the requester (CC campaign owner) about the invite sent for connecting to the payment solution, including KYC requirements for verification to receive payouts.
   • Update the ticket summary with the status, ensuring the tag "deceased beneficiary" is added, and set the status to "resolved."

System Notes and Email Communication:

• System Verification Comment: Use "SysVerify > Admin-Update: 'deceased beneficiary request [ticket URL]'" for internal tracking.
• CC Policy: If the request comes from the executor (non-user on the account/not the Campaign Owner), CC the Campaign Owner in the reply.
• Ticket Tagging: Always tag the ticket with "deceased beneficiary" and adjust the status appropriately based on the stage of the process (e.g., "resolved," "pending").

Conclusion:

This procedure ensures a compassionate yet efficient approach to handling requests related to deceased beneficiaries, providing clear guidance for team members and ensuring respectful and effective support for our users during a difficult time.