What is?
What is a Dispute
Its a disagreement between the customer and company.
How many Credit holds did we review in the session?
8 Credit Holds.
Timeframe for payment a Payment to be received?
The timeframe: 15 days.
What does the customer must file due to fraud charges?
Customer must file a Police report.
Account History
Its a running balance to the account transactions.
Describe what are the 3 scenarios an account could be placed on a $1.00 credit hold.
1. Balance matters.
2. Write-off.
3. Per customers request.
What is the Timeframe we must allow for a "Ghost" Transaction?
Timeframe: 72 business hours.
What do we do on duplicate charges scenarios?
We open a Dispute.
Ghost Transaction
Validated charge in CFM but no invoice exist at store level/ PPL soft.
List the 8 credit holds that we reviewed.
1. $1.00 Credit Hold.
2. $2.00 Credit Hold.
3. $3.00 Credit Hold.
4. $4.00 Credit Hold.
5. $6.00 Credit Hold.
6. $7.00 Credit Hold.
7. $9.00 Credit Hold.
8. $10.00 Credit Hold.
What is the Timeframe for Unreconciled Transactions to respond an escalation?
Timeframe is: 3 business days/ 72 business hours.
Describe the difference between Annual Sales Report VS. Account History.
Annual Sales Report: Tax Purposes
Account History: Running balance in the accounts transactions.
Reconciliation
Its the act of reconciliating the register at the store level.
What has to be done if the customer has paid a $3.00 credit hold with check.
1. We send the LOC3 Review Template.
2. Wait until it gets approved.
3. If approved we remove the $3.00 credit hold.
4. We leave notes on the account.
Timeframe for an Account history to be sent?
Could be sent during the day.
What do we do for "Ghost" Transactions matters?
We email Unreconciled Transactions.
Missing Invoice
If a transaction isn't invoiced at the store level, but billing data is on PPL Soft, the Invoice is missing.
What has to be done if they have paid their balance that they were sent to collections for?
Send an email to Agency.questions@autozone.com so they can evaluate.
Timeframe to get a $1.00 credit hold released?
Timeframe: During the day.
If you have any questions what should you do?
We MUST always consult the escalation line.