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  3. If a customer calls to check their mail should we charge them?

If a customer calls to check their mail should we charge them?

This may be quite common for VO customers who do not have a mail forwarding service and wish to check their mail on an ad hoc basis.

If the customer requests you to check their mail, you should charge Admin Fees to their account. This admin service will cover scanning the post and emailing to them if required, but ensure that you monitor how long this task takes and charge for the correct amount of time.

References:
IWG Academy > Mail forwarding FAQs
IWG Academy > Guide to VO Mail Forwarding

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