SAVED REPLIES
Utilizing saved email replies can be a great way to save time while still providing great customer support.
We encourage you to use these replies when supporting your passengers. Feel free to input these into your company email or support platform and tweak the wording if you'd like.
Additionally, we'll add and modify these replies as GroupCollect evolves. Be sure to save this document URL and check back often to refresh your saved replies if necessary.
TRIP PROTECTION
Passenger Request to Cancel with Trip Protection
Please log in by heading to [ADD YOUR LOGIN URL], which will bring you to the login page for your trip. Please use the email address and password you set when you accepted the invite. Once you're logged in, scroll to the bottom of the page. There, you'll find the 'request cancellation' link for each passenger you've registered for the trip. Follow the instructions and click cancel. Once your request is processed, you will receive instructions on how to file a claim with your travel protection provider, TripMate. For answers about refunds, policies, claim statuses, etc., it's best to contact TripMate directly by calling 844-777-6856. Let us know if you have additional questions; we will gladly assist you. Thank you!
Passenger Request WITHOUT Trip Protection
Please log in by heading to [ADD YOUR LOGIN URL], which will bring you to the login page for your trip. Please use the email address and password you set when you accepted the invite. Once you're logged in, scroll to the bottom of the page. There, you'll find the 'request cancellation' link for each passenger you've registered for the trip. Follow the instructions and click cancel. Let us know if you have additional questions; we will gladly assist you. Thank you!
Questions about Trip Protection
Thanks for reaching out with these questions. The best thing to do is contact TripMate, the travel protection provider. For answers about refunds, policies, claim statuses, etc., contact them directly by calling 844-777-6856. Let us know if you have additional questions; we will gladly assist you. Thank you!
I don’t have the information to complete the claim form
Sorry about this confusion. The claims form is generic and might contain some form fields that are not associated with your trip. Use N/A for any form field that doesn't apply to your trip. Please complete only the required fields on the claim forms.
Other frequently asked questions.
- Itinerary: use your departure date + city/state and destination city/state + return home date for your "itinerary."
- Travel Agent: Telephone #: [INSERT COMPANY PHONE] Email: [INSERT COMPANY EMAIL]
- Claim # or Enrollment #: This information can be found in the automated email sent to you. Search your inbox for "Instructions for Filing a Travel Protection Claim," which has this information.
Let us know if you have additional questions; we will gladly assist you. Thank you!
TRIP PAYMENT
What Does Authorizing Direct Debits Mean?
Thank you for reaching out. If you've connected a bank account to the online payment platform to pay for your trip, you've likely received an email saying, "You've Authorized Direct Deposits."
This means that you're allowing your bank account to be used to make payments for this trip. All parties involved in these transactions want full transparency and understanding when you make payments for your trip, so this email is an official acknowledgment that you are okay with making payments from your bank account to pay for your trip online via this platform. For additional information, please read this article.
If you'd like to know more about GroupCollect, please contact your tour operator or travel coordinator or visit www.groupcollect.com. For a concise breakdown of the security of your personal bank information, please read this article.
Instant Verification NOT Working
Our Instant Verification method doesn't always work with every bank account. No worries. Here is a help document that can help you add your checking account manually: I Can't Find My Bank Account On The List, Now What? Let me know if you have any questions. I am happy to help. Have a great rest of your day.
I never received the verification code on my online bank statement
After reviewing your trip account, I do not see a checking account as a payment method. You missed one step that initiates the verification process. Please follow the instructions listed below. Please log in and re-add your checking account information. When you add the banking information and get to this screen (see below), you must click "Continue to GroupCollect." No further action is required at this time. Be sure to check your email in the next 24-48 hours for further instructions.
On the day your micro-deposit is supposed to hit your account, you should receive an email reminding you to check your bank account. Save this email as a quick way to get back to your online payment platform after you check your bank account. The Verify your bank account button at the bottom of the screen will take you directly to where you need to go.
Check your bank account. If you received a single one-cent deposit, look for the transaction description. You should see a 6-character code within.
Complete verification and connect your account. Once you've got the information from the micro-deposit, return to your online trip payment platform through the reminder email or by logging in yourself. You should be brought to a page to finish your verification. Enter the 6-character code and click the Verify button at the bottom of the screen.
Let us know if you have additional questions; we will gladly assist you. Thank you!
Why is my deposit amount different than what I was told?
I'm happy to help. Your deposit is likely higher than what you were told because you purchased trip protection during registration. Your travel protection cost is included in your deposit to enroll your travelers in trip protection. Let us know if you have additional questions; we will gladly assist you. Thank you!
What payment methods are accepted?
We have three payment options for your trip.
1) Checking Account: Add your checking account to your trip account using the Instant or Manual Verification process. Click HERE for detailed instructions.
2) Credit or Bank Card: We accept all major bank cards: Visa, MasterCard, American Express, and Discover, but the credit card processing fees will apply.
3) Check Payment: Check payments are only accepted if you make a one-time payment for the full balance.
[INSERT COMPANY MAILING ADDRESS HERE]
Please include your email address in the check memo and double-check your account dashboard for your remaining trip balance. Let us know if you have additional questions; we will gladly assist you. Thank you!
Fundraiser / Bulk Credit Questions
Thanks for this email; great question. The workflow of a fundraiser from your organization is:
1) Your fundraising leader or group leader will submit a "bulk credit" application to us for the fundraiser.
2) Then, we wait for a bulk payment and apply the money to the passenger's accounts.
We're still waiting for your fundraising leader to submit the money from your fundraiser. I would recommend that you contact the fundraising leader to confirm the funds and the date they will be sent. Until the monies are applied to your account, you'll continue to receive automated email notifications about payments. You'll also receive an email when the fundraising money is applied as a "credit." Let us know if you have additional questions; we will gladly assist you. Thank you!
The passenger is not receiving emails regarding the trip
Our email provider shows the emails being delivered but not opened. This usually means they're in your spam folder or another folder. Please search your whole inbox and subfolders. When you locate an email, please mark it as "not spam" or "safe." Receiving emails from us is very important; we send payment reminders and important trip updates via email. If you can't locate the email from us, we'll ask for an alternative email address for you to use. Please let me know if you have any additional questions.
The passenger already registered but can't log into their account
We are happy to help. Click [ADD YOUR LOGIN URL] to log into the trip account using this email address. [add passenger email address]. When logging into your account, be sure to click "Log in" instead of "Create an account."`
If the above instructions do not work, please clear your cookies and restart your computer. This typically does the trick. Please let me know if you have any additional questions.
Registration asks for passport information, but they do not have it
For now, you can write "N/A" to answer the question. Proceed with registration and payment, and then update the answer when you obtain your passport number. You can edit the response on your dashboard by clicking the arrow next to the questionnaire section. Let us know if you have additional questions; we will gladly assist you. Thank you!
If you need additional information regarding saved replies, please feel free to contact us at help@groupcollect.com. We are happy to assist!