Verification Module — Storyboard Guide

Every call starts the same way — before you pull up an account, before you troubleshoot, before you place an order — you verify. Verification protects our customers from fraud, and it protects you from making a costly mistake. In this module, you'll learn exactly what to verify, how to handle callers who can't verify, and when exceptions apply.

By the end of this module, you'll be able to: verify callers correctly on every call. Handle unverified callers and non-contacts with the right disclosure limits. Apply six exception scenarios for non-contact callers. Guide customers through adding a non-contact to their account. Follow device order shipping and confirmation rules. And recognize fraud indicators and execute the mandatory escalation process.

On every single call, before you do anything else, you verify the caller. You need two things: their first and last name, and either their phone number or email address on the account. That's it for a standard call — name plus one contact method. But here's the critical part — you ask them to provide this information. You never read it off to them. That's the number one rookie mistake, and it's a security risk.

When the call involves ordering a device or sending an email, you need one more piece: the email address or mailing address on the account. So it's name, phone or email, plus address or email. Think of it as standard verification with an extra lock. Devices are high-value items, and emails can contain sensitive account details — the extra step protects the customer.

Here's where you find verification info in CRM. When a call comes in, you'll look up the account and navigate to the Bill-To contact. This view shows you the contact's name, phone numbers, and email — everything you need for verification. You're looking at this screen while the caller provides their info. If what they say matches, you're verified. If it doesn't, we'll cover what to do next.

Here's what it sounds like. You might say: "To protect your account, I'll verify your name and either your phone or email. For orders or emails, I'll also verify the address or email on file." Simple, professional, and it tells the customer exactly what's happening and why. Practice this until it's natural — it should feel like a normal part of the conversation, not an interrogation.

So what happens when a caller can't verify? You don't panic, and you don't just let it go. You follow a simple decision: does one of our six exception scenarios apply? If yes, you follow that exception's rules — and we'll cover all six in the next section. If no exception fits, you inform the caller that you're unable to assist with this account, and you provide instructions for how to get added as a contact.

Even when a caller can't verify, there are a few things you can still do. You can share driver-allowed bypass information. You can provide basic troubleshooting. And you can take a payment — we'll cover that in Exception 6. But here's the hard line. You cannot provide device numbers, tracking numbers, dates, or addresses. You cannot share credentials or account information. And you cannot place orders or make account changes. Never guess, never assume, never let it slide. If they can't verify and no exception fits, you stop.

When you need to stop, here's how to say it professionally: "I understand, and I want to help. However, for the security of this account, I'm unable to assist without verification. I can provide instructions for getting added as a contact on the account — would that be helpful?" You're not slamming the door. You're redirecting them to the solution. Most callers understand once you frame it as account security, not a personal refusal.

Not every caller is a listed contact. But that doesn't always mean you can't help. There are six specific exception scenarios where you can assist a non-contact — each with its own rules. Let's walk through them one by one. Click on each card to learn the scenario.

Exception one: the caller's name matches the company name. Imagine John Doe calls about the John Doe Trucking account. He's not listed as a contact, but there's an obvious connection. Here's what you do. Have the caller verify the address, email, and phone on the account — all three. If they can verify, add them as an Other Contact and assist them. If they cannot verify, you stop — a listed contact must call to add them. The name match alone isn't enough. They still have to prove they know the account.

Exception two: replacing the only contact on the account. A caller says they're the new dispatcher and the previous contact left the company. This one has three paths, so pay attention. First, have the caller verify address, phone, and DOT on the account. Then ask for the name of the contact they're replacing. Here's where it branches. If the account has multiple contacts, stop — a listed contact must call. If the name they give is not on the account at all, stop — you cannot assist. But if the name they give is the only contact on the account — that's when this exception kicks in. Add the caller as the new Bill-To contact and assist them.

Exception three: the caller says they're calling on behalf of a listed contact. Maybe it's an office assistant, or the account owner is standing right there but asked someone else to make the call. Here's the rule: you need to speak with the listed contact directly. They can be in the room, or you can do a three-way transfer. Once you've verified the listed contact, get their verbal approval to add the caller as a new contact. Then add them and assist. The key phrase to remember: the listed contact must be present or reachable. "They're not here right now" does not qualify for this exception.

Exception four: drivers and verified non-contacts. A driver calls and gives you their VIN or Device ID. They're not a listed contact, but they've shown they're connected to the account. Here's the important part — you can only give Yes or No answers. You may confirm whether we received an email or fax. Whether a device has shipped. Whether a returned device was received. And whether a device is assigned or unassigned to the VIN they provide. That's it. You may not provide device numbers, tracking numbers, dates, or addresses. You may not share credentials or account information. You can share driver-allowed bypass info and basic troubleshooting. Think of it as a keyhole — they can peek through, but the door stays locked.

Exception five is closely related to four. A caller isn't listed as a contact, but they can verify account details — they know the address, the phone number, the email. You might think that means they get full access. They don't. The same Yes-or-No limits apply. Just because someone can verify the account doesn't mean they're authorized to act on it. Verification without being a listed contact only unlocks Yes-or-No confirmations. Nothing more.

Exception six: someone who's not a listed contact wants to make a payment. Good news — we can take payments from anyone. They can use any payment method, even one that's not already on the account. If they want to use a card that is on file, they must verify the last four digits of that card. But here's the catch. Taking a payment is all you can do. You cannot release account information. You cannot place orders. And critically, you cannot reactivate the account — only a listed contact can do that. So if someone pays to bring the account current and then says "Great, now reactivate it" — you advise them to have a listed contact call back.

When a caller needs to be added to the account, you should know the three paths and be able to explain them clearly. The account owner — or a verified contact — can add someone by emailing prepassupdates at prepass dot com, by calling 1-800-PREPASS and choosing Option 6 then Option 2, or by logging into PrePass dot com and adding the person through the account portal. Let's look at each one.

Option one: email. The customer emails prepassupdates at prepass dot com. The email must come from the address currently on file — that's how we verify the request is legitimate. They need to include their full name, account number, and the new contact's details. This same email address handles other updates too — email changes and address changes go through here. Now, what if the customer no longer has access to the bill-to email? In that case, they need to verify at least two additional pieces of information: the DOT — which is always required — plus things like the last payment amount, the last payment date, the number of devices, or the number of trucks on the account.

Option two: phone. The listed contact calls 1-800-PREPASS — that's 1-800-773-7277 — and selects Option 6 for Account Management, then Option 2. They request the addition over the phone. Option three: online. The listed contact logs into My PrePass at PrePass dot com and adds the person through the account management portal. Both of these require the listed contact to take the action — the caller who needs to be added can't do it themselves.

Once you're authorized to add a contact — either through an exception or because a listed contact is on the line — here's how you do it in D365. Open the account, navigate to Contacts, and click New Contact. Fill in the contact's first name, last name, and relevant details. Then set the contact role — typically "Other Contact" unless you're replacing the Bill-To. Save, and the new contact is live on the account. Let's walk through the screens.

Devices are high-value targets for fraud, and these shipping rules exist because of real incidents. Here's the rule: a listed contact can request shipment to a different address only if every device in the order is assigned to a truck. If even one device is unassigned, that device — or the entire order — must ship to the address on file. No exceptions. The script for this is straightforward: "We can ship to a different address when all devices are assigned to trucks. Unassigned devices must ship to the address on file to protect your account."

Confirmations and tracking go to the email address on the account by default. If a listed contact requests it be sent to another listed contact's email, you can do that — but you must cc the Bill-To contact. That keeps the primary contact in the loop. If a customer asks for tracking via text or chat, let them know tracking is sent to the email on file only. The script: "I'll send the confirmation to the email on your account. If you want it sent to another listed contact, I can include them and will cc the Bill-To contact to keep them in the loop."

Let's check your understanding with three quick scenarios. For each one, decide whether the request is OK or whether you need to use the default. [Pause for interaction.] Scenario one: a listed contact wants 3 devices shipped to their warehouse. All 3 are assigned to trucks. [Pause.] That's OK — all assigned, alternate address is fine. Scenario two: same contact, but 1 of the 3 devices is unassigned. [Pause.] The unassigned device must ship to the address on file. Scenario three: a listed contact asks you to send tracking to their dispatcher's email. The dispatcher is not a contact on the account. [Pause.] You cannot send to a non-listed contact's email. Tracking goes to the account email only.