18 Inbox Email Classification Codes and Instructions
- AMI = Address or Mailing Issue - A client or a contractor could have an issue with an address. An address or mailing issue is any issue with an address or mailing that is preventing service from moving forward to completion. The canned email page has pre-written emails to help with this matter which are categorized as 'Address Issues, or Mailing Docs.' Ifa canned email solves the problem, simply reply to the email with the appropriate canned email, and archive the inbox email. If a canned email does not conclude this issue, send the appropriate email or get help from the office head.
- AR = Affidavit Received - This is when a contractor sends HPS a signed affidavit. Follow Order of Operations number '12. Uploading an Affidavit to SM.' Archive the inbox email after Order of Operations number 12 is completed.
- AU = Attempt Update(s) - A process server may update HPS with one or all of their service attempts in an email. Follow Order of operations number '14. Entering Attempts (7 types). It is important to stay within the parameters of the 7 attempt types we use at HPS. After the attempt(s) is updated from the respective inbox email in SM, archive the email.
- BS = Bad Scan - When we receive a scan that is illegible, obstructed, sloppy etc., we will reply with the 'bad scan' canned email located under 'Client issues miscellaneous' designation. After the 'bad scan' email has been sent, we will archive the inbox email containing the respective bad scan. (While this step is considered a client issue, it is a specific client issue in which we use a specific inbox email classification).
- CI = Client Issue - A client issue is any general issue on the client's end which would prevent service from progressing (with the exceptions of BS or DRP). These issues may include, and are not limited to, unclear recipient(s), unclear address(s), unclear page count, etc. Whenever a client issue occurs it can be helpful look at the 'Client issues miscellaneous' canned emails when the solution is not evident. Take a few minutes to think about what the solution. If reviewing the canned emails and thinking about the problem for a few minutes does not give you 100% confidence in your next action, ask the office head for support. After you reply to the inbox email, archive the email.
- CPI = Client Paid Invoice - Mark it down on the daily statement. It's time to enter the job and get it out for service NOW! Move the corresponding client email from outstanding folder to the paid folder and move the inbox email indicating client payment to the 'Client Square Paid' email folder. If the client paid by eCheck instead of a Payment portal, print the check IMMEDIATLY. Apply the appropriate order(s) of operations to the email in the outstanding folder pertaining to the paid invoice. If a contractor/process server is getting paid to do a job regarding the paid invoice, it will be necessary to enter the job in SM. It depends what type of service the client paid for in order to apply the appropriate order(s) of operations. The following are the ONLY 8 types of service we offer unless management approves a one-off service. They also correspond to the first 8 orders of operations: 1) Routine Service, 2) Rush Service, 3) Reservation Service, 4) Skip Trace, 5) Surveillance, 6) Document Retrieval, 7) Document Filing, and 8) Domesticating Subpoena(s).
- DR = Documents Received - Determine the: A. Number of recipients for service, B. Number of addresses, C. The page count of the documents, and D. For which type of service we are charging the client. [The following 8 service categories are the ONLY 8 types of service we offer unless management approves a one-off service. They also correspond to the first 8 orders of operations: 1) Routine Service, 2) Rush Service, 3) Reservation Service, 4) Skip Trace, 5) Surveillance, 6) Document Retrieval, 7) Document Filing, and 8) Domesticating Subpoenas.] After all of item's A-D are apparent from the email(s) thread(s) containing the received documents, we will 1) send the payment portal, 2) send the 'Payment Portal Sent' canned email and 3) move the inbox email with the attached documents to the Outstanding folder.
- DRE = Document Retrieval - When a client needs to retrieve documents, read the canned email to the client regarding document retrieval. If the inbox email regarding document retrieval has all of the information covered in the canned client email regarding document retrieval, send the payment portal. If the inbox email does NOT have all of the necessary information to send a payment portal, send the canned email regarding document retrieval. After taking appropriate action, archive the email or move it to the outstanding folder.
- DRP = Did not Receive Portal - Occasionally we will send our 'payment portal sent' canned email to alert the client that a portal has been sent, and the client will indicate that they did not receive said portal. When this happens, we need to check and make sure it was sent to the correct email address. If the address is correct and they still did not receive the portal, we will reply to the client's email with the canned email 'Firewall blocked payment portal.' After either sending a correct portal, or sending the firewall blocked payment portal email, we will archive the clients email as it is already sitting in the Outstanding folder from when the payment portal was initially sent.
- NC = No Classification - If an email comes in that does not fall under any of the other inbox email classifications, it is considered NC. If your next action is unclear, ask the office head what to do next. Only take decisive action by archiving NC emails when you are 100% sure of its nature. Emails that have 'no classified' can be extremely important and require immediate action. An example of an extremely important email that is NC would be a piece of critical information that is needed to be relayed from the client to the contractor. NC emails can also be insignificant. An example of an insignificant NC email would be an email from a client which indicates their documents will be ready for service in one week's time. Proceed with caution and use good judgement.
- PSC = Process Server Candidate - Anytime a process server or individual inquire about working for HPS as a process server we will apply Order of Operations number '16. Process Server Candidates.' Archive emails regarding process server candidates when it is their turn to respond, or we have all of the information we need from them to continue the process on our end.
- Q = Quote - If documents for service are attached to the email, we send the client a payment portal. If the documents are not attached to the email, use the respective canned email for quoting a client on routine service, rush service, reservation service, skip trace, surveillance, document retrieval, domesticating subpoenas, and document filing. There is a canned email for each specific service we offer.
- SAI = Service Attempt Issues - There is a category in canned emails for dealing with service attempt issues. The first step is to examine if one of the canned 'service attempt issues' emails is fitting for the service attempt issue at hand. If one of the canned emails is sufficient, reply to the inbox email with the canned email and archive the inbox email when complete. If a canned email does not exist for the specific service attempt issue, and you do not know how to handle it, alert the office head.
- Spam = Spam - Emails that are determined to be spam are deleted. If you are not sure whether an email is spam or not, ask the office head.
- SR = Status Request - 1) Respond to the client that you are reaching out to the process server for more clarity and thank them for their patience. 2) Reach out to the process server/contractor and indicate to 'please advise' on the status of the service. 3) Make a note in SM that the client reached out for an update. 4) Archive the client's inbox email requesting the status update. If a process server is unresponsive for a period greater than 24 hours (look at the job notes to determine this) alert the office head.
- ST = Skip Trace - Follow Order of Operations 4.
- SUR = Surveillance - Read the canned email for surveillance and see if the client's initial email has all of the information needed to send the payment portal.
- UI = Unpaid Invoice - Any invoice that is intended for HPS to pay is called an 'Unpaid Invoice'. If an unpaid invoice appears in our Inbox, it is because a process server/contractor sent it to HPS for payment. Unpaid invoices will be identified as one of two categories: 1) prepayment - pay immediately, and 2) post job payment - move to the unpaid invoices folder. We only refer to invoices owed by HPS as unpaid, when we are referring to a client invoice, we say 'Outstanding.' This distinction helps office interoffice communications.