[KB] Client - Change contract data

1. In the Zendesk workspace, go to the right menu and click on the User field;
2. Open the contact and search for the Company name and ID information.
3. To analyze if the requester is responsible for the company, open Darwin and look for the company’s profile.
4. Go to the User Admin and check if the requester has access to Wellhub for Companies:
   a) If the requester is not Staff Admin, explain that only the Admin can request CX Support and provide access to other HR staff.
   b) If the requester is Staff Admin, proceed with the next steps.

1. Upon receiving the request, understand which information they want to change:
   - Legal number (Tax Number)
   - Legal name
   - Account name
   - Billing Address
   - Contact information
2. Ask the client to submit the new and old contract details, along with the company's legal document as proof of the requested changes. Requirements may vary based on the country.
   **Brazil: CNPJ card document;
   **Argentina and Chile: Legajo impositivo;
   **Mexico: Constancia de Situación Fiscal
   **US: IRS (Internal Revenue Service);
   **Spain - Tarjeta Identificación Fiscal
   **Italy - Certificato di attribuzione fiscale
   **France - KBIS (which includes the siren number)
   **Germany - Steueridentifikationsnummer
   **UK - Certificate for registration of value-added tax
   **Ireland - Certificate of value-added tax registration
   **Portugal - Comprovativo morada fiscal
   **NL - KVK extract
   Macro: TAGUS CLIENTS::Changing registration data::Required documents
3. Ensure that the documentation submitted is within 30 days of the last update:
   a) If documentation is older than 30 days, request the client to send an updated version;
   b) If documentation is up to date, continue with next steps;
4. Compare the information in Darwin with the document:
   a) If no differences are found, advise the client that the city hall and legal documents need to be updated first. After these changes, we can proceed with the corresponding updates in our system.
   b) If there are differences between the documentation and Darwin, proceed with the next steps.
5. If the document is recent and Darwin's information is outdated, it is necessary to change it. Inform the client that the request will be forwarded to the responsible, and the SLA is one business day. Submit the ticket as On Hold.
6. Open a Jira to the Master Data Team with the data to be changed and ensure that each JIRA corresponds to only one client:
   

   Field	Information
   Summary	First, add the [CX] key and then a brief description of the request
   Department	Select the BT department
   Region	Enter the client’s region
   Issue Category	Request to change Account Information: company name, legal name, Tax ID, address; Request to change Contact Information: administrator email, Tagus Role, financial email.
   Issue Subcategory	Select according to the case
   This Jira will affect how many accounts?	“One account” if the request is to change information in one account (usually used with single entities or adjustments in single tax IDs); “Multiple accounts” if the request is to change information in more than one account (usually an entire structure, multi-entities).
   Description	Include detailed information about the request, clearly explaining what the client needs.
   Attachment	Legal Information (legal name, Tax ID, address): include the approved document by the government. Check the documents accepted by region in this spreadsheet. Contact Information (Tagus role, administrator email): include the request sent by the client;

7. After the JIRA creation, it’s important to link to the ZD ticket by following the steps below:
   a) Copy the generated JIRA name;
   b) Open the Zendesk ticket and look for on the right side the blue symbol with the JIRA title;
   c) Click on Link Issue;
   d) Paste on the Field the Jira name and click on the search found;
   e) Finish by clicking the blue button Link Issue:
   
   Important: Monitor the JIRA comments closely, as the team may request additional information or ask for validation.
8. Wait for the Master Data team's resolution and check on Darwin if the information has been updated:
   a) If it is not updated, leave a comment on the JIRA reporting that the information was not reflected in Darwin and wait for the solution;
   
   b) If it is updated, reply to the client with the resolution, and submit the ticket as Solved.
9. If it is necessary to adjust any invoice issued with the old information, follow the process Change Invoice Data.

📌Categorization: Client contract::Change contract data