Determining Eligibility
Check in Date November 29th, 2024. Checkout Date December 2nd, 2024. Claim Filed December 14th, 2024. Guest admitted to damages in MT on November 30th. When is the 30 day deadline?
December 30th
Host provided a replacement receipt for 4 missing towels. Total amount requesting $150. Host is unable to provide original purchase receipts or proof of the brand. During your research you found similar towels for $12 each. How much are you paying out?
$48.
Host reached out giving pushback for the second time regarding the decision made in the case. What are your next steps?
Reiterate decision and include Final Decision verbiage
Guest is willing to pay for the damages, but denying responsibility. Are you going to proceed with COF?
Yes
AirCare case was created via NOVA/Atrium due to the Host calling in and reporting the damages caused by the Guest one day after checkout. Upon reviewing the request you see that Guest was not notified yet. What are the next steps to move forward with this request?
Instruct the Host to notify the Guest of the damages within 14 days and to sign the HDP form.
Host requesting $350 for a microwave replacement. Based on the photos, the microwave appears to be repairable. What additional documentation can you request to confirm that the microwave cannot be repaired?
A professional assessment.
Host provides an invoice to repair an item. After conducting your market research you see that the requested amount is $50 more than the average cost to repair the item. Would payout based on the invoice or payout on MR for the average cost?
Payout based on the invoice as the amount is reasonable.
How many times are you allowed to send the "Still investigating claim" verbiage before it is considered work avoidance?
Once. After sending the investigating claim verbiage, you should be proceeding with the investigation/next steps within 48 hours.
True or False: You have up to 72 hours to close the case after COF is complete.
False. You should be closing the case on the same day COF is complete or within 24 hours.
Reservation was booked for a week. 3 days into the reservation Guest reports damages to the Host via MT. Would this qualify for meeting the 14 day deadline for the damages being reported when the request is being filed?
Yes
Host requesting $500 for washer replacement. They provided the original purchase receipt ($500), professional assessment, and like-kind item for replacement ($500). When completing Market Research, you found similar washers that cost $800. What amount are you paying out? (The washer is less than a year)
$500
True or False: You have up to 72 hours to send FTM on Nova cases.
False. FTM SLA for Nova cases is the same as AirCare FTM SLA
The guest is willing to pay $300 towards the $500 request, and they explain that they are experiencing financial hardships. What are your next steps?
Submit approval to collect less than 70%
Host filed a claim and met the 14th day deadline. Upon reviewing the RC request you see the request was sent 2 days after the 30 day deadline. Host has no previous claims. What are your next steps?
Request an extension to assist the Host, and educate them for future reference.
True or False: Case should be marked as confidential if the invoice the Host submitted has the company IBAN number or account number.
True
True or False: If the host provides an invoice made by a company they own, you can process a payout for the exact amount they are requesting, even if the amount is unreasonable based on your Market Research?
False.
How soon after processing the payout should you proceed with initiating COF?
Immediately
Guest submitted an appeal stating that they do not agree with your decision. The guest has 2 previous claims against them for similar damages. What are your next steps?
Uphold COF
Host missed the submission deadline by one day. Host responded to your denial email giving pushback stating that this is their first claim. What are your next steps?
Reach out to leadership for a possible exception.
Name two additional forms of documentation that you can request when the amount the host requested is a lot higher than the mid market value for that item?
Original purchase receipts, or tag/label of the damaged item.
Host requested $1,200 for a 60 inch TV. They provided a valid replacement receipt for a 60 inch TV. The TV in the listing description appears to be 42 inches from multiple angles (it is on a small table). You ask for original purchase receipts and they are unable to provide it. What are your next steps?
Complete Market Research for 42 inch TV and payout accordingly.
How soon after sending FTMs should you proceed with item evaluation/processing payout when the host has provided all docs. Guest also responded in a timely manner?
Since the host provided all docs, and the guest responded to FTM, you can proceed with item eval/payout processing within 48 hours.
Guest responded to your appeal denying damages and refusing to pay. You can see that the guest reported a few issues during their stay, but they are unrelated to the damages that the host claimed. Guest has traveled with Airbnb for 5 years and has no previous claims. What are your next steps?
Seek approval to bypass