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Customer

RXQ.12.4.1 General Practices for Customer Inquiries Process Flow. 2. 1. No. Can inquiry be resolved by Receiving Market Participant (12.3.1.2, 12.3.1.4 & 12.3.1.5). Market Participant receives Customer Inquiry (12.3.1.1). Receiving Market Participant. General Customer Inquiry

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Customer

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  1. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow 2 1 No Can inquiry be resolved by Receiving Market Participant (12.3.1.2, 12.3.1.4 & 12.3.1.5) Market Participant receives CustomerInquiry (12.3.1.1) Receiving MarketParticipant General Customer Inquiry (12.3.1.2 & 12.3.1.3) Yes No Yes Customer contacts Market Participant with a Customer Inquiry (12.3.1.1) Customer receives response to inquiry (12.3.1.2, 12.3.1.4) Customer Responding Market Participant Receiving Market Participant answers Customer Inquiry (12.3.1.2, 12.3.1.4) Subject Matter Expert Market Participant

  2. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow Identity confirmed (12.3.1.6.1) 1 2 Yes Receiving Market Participant responsible for Customer Inquiry (12.3.1.6.2, 12.3.1.6.4 & 12.3.1.6.5) No No Receiving MarketParticipant Customer informed of correct process (12.3.1.6.3) Yes Customer receives response to inquiry (12.3.1.6.4) Customer Responding Market Participant Receiving Market Participant responds to Customer Inquiry (12.3.1.6.4) Subject Matter Expert Market Participant

  3. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow 2 3 Option 3 Receiving Market Participant contacts Subject Matter Expert Market Participant to resolve Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant chooses response option (12.3.1.5 & 12.3.1.6.5) Option 1 Direct Customer to Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Refer Customer Inquiry and forward all information to Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving MarketParticipant Option 2 Customer receives contact Information for Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5) Customer Customer contacts Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry and Information (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant

  4. RXQ.12.4.1 General Practices for Customer Inquiries Process Flow 3 Receiving Market Participant receives response from Subject Matter Expert Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving MarketParticipant Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5) Customer Receiving Market Participant responds to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant Subject Matter Expert Market Participant Subject Matter Expert Market Participant receives Customer Inquiry from Receiving Market Participant (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant determines response to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant sends response to Receiving Market Participant (12.3.1.5 & 12.3.1.6.5)

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