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Billing History Page & Chat

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Orcrist9
Oct Gold Premier Club Member 2015

Orcrist9

Posts: 7,164Rune Posts by user Forum Profile RuneMetrics Profile
Two rather straightforward suggestions that are really quite essential for Jagex to offer better customer support in regards to billing:

1. A Billing History Info page in Account Settings to detail all transaction history associated with a player's account and all cards currently on file and on record. Almost every online business and retailer with online purchases has this available. This would be immensely beneficial to players in having these records available.

2. Live Billing-Support Chat to aid customers in resolving and reviewing transactions and potential discrepancies (solely for this purpose, all non-billing inquiries should be addressed via the appropriate means). This is more effective and efficient than waiting days on end for email responses, especially given that many of Jagex's customers do not reside in the UK and it is always best for billing issues to be resolved expediently. This is also something many companies, including online game companies like Jagex, have been providing for years.

These are two necessary steps Jagex can take to show their appreciation and offer modern, essential customer support for players and customers. These are very commonplace in the world of online businesses and have been so for years, and I believe it is time for Jagex to provide these essential services for the benefit of the players and their company.
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24-Jan-2019 19:39:27

CM Neriphyra

CM Neriphyra

Local Moderator Posts: 922Gold Posts by user Forum Profile RuneMetrics Profile
Thank you Orcrist9 for putting this together and it will be shared with the team.

Regarding the billing history info page, I think that it is very important to also make sure that only a certain amount of information is shared, as we must remember that if an account gets hijacked, we do not want someone to have access to information such as credit cards on file.

25-Jan-2019 23:32:53

Roving
Jan Member 2019

Roving

Posts: 3,504Adamant Posts by user Forum Profile RuneMetrics Profile
I don't think that you need all of the information from point 1 available, but it might be nice to have a billing history area that shows transactions with Jagex with the following info:

Date | Description of tx | Method (& Last 4 digits of card) | Amount

Though if Jagex uses this info as proof of account ownership in case it needs recovering, then it would be tricky to provide this. I'm quite surprised that you can't see historic transactions through the billing systems already.

You would be able to request this information if needed via a GDPR subject data access request. Asking for all personal information held about you on their system. You can read more via their Privacy Policy in the footer.

In terms of live chat, you would have to consider the cost of having live chat available. If Jagex provides self-help articles and a means of contacting them, can you provide a specific example of why you might need an immediate chat? Would a chat bot be beneficial?
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26-Jan-2019 16:50:02 - Last edited on 26-Jan-2019 16:55:57 by Roving

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