Bitcoin
If the customer mentions he wants to receive assistance from a Voice Bitcoin Advocate, what shall we do in order to cold transfer them?
1.When call is identified as Specialty, go to the list of Quick Connects
2. Click the Specialty Bitcoin queue
3. End the call/hang up
Which are the business types Cash App currently support?
1. Sole proprietors
2. Single-member Limited Liability Companies (LLCs)
3. Nonprofit corporations
A customer calls in to ask why their Direct Deposit was being declined, you review their Regulator and notice the deposited amount is $32,500 and they don't have a locked DDA. How can we properly address this situation?
We can use: Cash App {Direct Deposit - Limit} to explain that Direct deposits are limited to $25,000 per deposit, and up to $50,000 in deposits per 24-hour period. Direct deposits over these amounts must be done in multiple transactions or across separate 24-hour periods.
If a direct deposit is attempted that exceeds these limits, it will be returned to the originator of the deposit. You will need to speak to them to have it deposited at another time, or in another account.
If a customer call drops in the middle of filing a dispute and they do not answer the call back and do not have an email address for follow up, shall we submit the dispute?
No, if a customer doesn’t have an email address available or did not provide sufficient information for the required questions, we can exit the claim and resolve the case without submitting the dispute.
What is the name of the coffee shop where the characters from "Friends" often meet?
Central Perk
If we assist a customer asking how to raise their sending Bitcoin limits and we noticed they created their account 27 days ago, what's the information we must tell to them and which is the QT we should tag to address the situation?
Sending Limits (via Bitcoin Network):
- You can send up to $1,000 every 7 days
- Weekly bitcoin limit of 20 individual on-chain withdrawals per week
Sending Limits (via Lightning Network):
- You can send up to $999 every 7 days
Limits are rolling and account for any consecutive 1 day, 7 day period, or 30 day period, and limits reset at the top of the next hour.
We recommend checking your limits and track your limit progression regularly. To view your limits and progress in app:
1. Tap on Profile in the top-right corner
2. Select Limits
3. Scroll to Bitcoin Transactions
Limits are subject to change.
US: Cash App {Bitcoin - <90 Day Old Acct - Feature Increase Limits}
Can a customer accept a payment for their business account using Tap to Pay if they have an Android device?
No they can't, the feature is available for iPhone users only.
What should an advocate do if a customer claims more than 5 business days have passed and they haven't gotten their direct deposit as intended?
When a customer contacts Support about a direct deposit or bank transfer that has not arrived after the 5 business days, use Cash App {Direct Deposit - NMI} to collect the information needed to start an investigation. Once the customer has provided answers to the required questions, use Cash App {Direct Deposit - Transfer} and transfer the case to the Dispute Missing Deposit queue with transfer reason Direct Deposit.
For double points , can we use the Bulk claim creation tool for P2P or a Cash App Pay dispute?
No this tool only works if we are disputing Cash App Card transactions. For P2P and/or Cash App Pay transactions we must submit one Toolbox claim per each disputed transaction.
What is the name of the throne everyone desires in "Game of Thrones"?
The Iron Throne
For double points: If a customer calls in mentioning a BTC transaction won't go through and we confirm in the regulator that the status is 'Voided' should we handle the case ourselves? Why?
No. Because, Cash Support can handle general questions about Bitcoin and provide instructions for customers to take actions on their accounts. Some cases must be transferred to the Bitcoin Escalations Team for assistance.
As a general rule, inquiries about specific bitcoin withdrawals and deposits, or cases requiring a JIRA, should be transferred to the Bitcoin Escalations Team.
Can a SAM customer with an NPO Business account receive direct deposits on their C4B Account?
Which Quick Text best suits the situation?
No. Business–smLLCs, NPOs, and sole prop created as a SAM secondary account do not have access to the Direct Deposit feature.
To properly address this situation we can use Cash App {Business - Direct Deposit Unsupported} to explain that their business account doesn’t support direct deposits.
If a customer mentions they received a Direct Deposit in error and they gave their consent for us to retrieve the funds back but they don't have the balance available on the account, can we proceed with the retrieval?
No. We can use Cash App {ACH Reversal Request - Funds Not In Balance} to let the customer know they will need to add the full amount and keep it available until the reversal is fully processed.
If a customer calls to dispute some transactions, should they be sent first to do it from the app?
No, unless they are not able to verify PII we can use Cash App {Card - Submit Dispute Claim} or Cash App {P2P - Submit Dispute Claim}, to provide instructions on how to submit a Cash App Card or P2P dispute claim in-app.
Which character from "Stranger Things" has telekinetic powers and is known for their love of waffles?
Eleven
What should we do if a customer mentions his payroll is being automatically converted into bitcoin and they want their funds to appear back into cash? What QT is best to address this situation?
To turn off Paid in Bitcoin:
1. Go to the Money tab
2. Tap on the Bitcoin tile
3. Tap Paid in bitcoin
4. Drag the slider to 0%
5. Tap Turn off
6. Tap Confirm
You will see a confirmation screen that shows you will no longer invest in bitcoin from your direct deposits.
US: Cash App {Paid in Bitcoin - Turn Off}
A C4B account holder calls because they received a payment but they did not receive the full amount as intended. Why did this happen and which Quick Text best suits the situation?
Currently, C4B accounts pay a 2.6% + $0.15 processing fee for each payment received. We can use: Cash App {Business - Payment Processing Fee} to tell the customer their specific fee.
For double points, if a customer calls to explain they're missing a Direct Deposit that was supposed to arrive during a Federal Holiday, how should we assist them?
We can use Cash App {Direct Deposit - Holiday Impact} Quick Text to explain that the DDA they are missing was most likely delayed due to the recent holiday.
In addition to weekends, most banks are closed on the federal holidays. During these times, incoming deposits may be delayed to the next business day, or may take longer in some cases.
Why is it important to perform a dry run before submitting the real claim?
In the Bulk Claim Creation Tool, running a dry run is very important to make sure that the bulk claim correctly has all of the claims included with all the details before actually running the claim.
A dry run can be done as many times as needed until you have the correct set of transactions that need to be disputed.
For double points: In which city does the series "Breaking Bad" take place?
Albuquerque, New Mexico
If a customer calls in to explain they attempted the verification process for bitcoin and they want to know how the process is going, and then you see their status is FALSE INELIGIBLE, would they be able to use bitcoin features? What are you going to explain to them?
No. They won't be able to use Bitcoin On-chain products as they failed the verification. To explain this to the customer we can use: Cash App {Bitcoin - Failed compliance exclusion list check}.
"We take into account a number of factors when making eligibility determinations such as account activity, transaction history and more. At this time, we’re unable to offer access to bitcoin on-chain products and are unable to approve your request to withdraw and transfer bitcoin with Cash App. However, you are still able to buy and sell bitcoin with Cash App."
For double points are we entitled to refund a customer their previous business fees if their account was converted back to personal and they claim they created as a C4B accidentally?
No, we don't refund business fees!
If a customer pushes back about seeing a voided direct deposit on their transaction activity, what Quick Text can we use to assist them?
If they mention they know the DDA is voided and they just want more information we can use Cash App {Direct Deposit Declined - Returned to Initiator} to explain we can't see the reason why the deposit was rejected but it will be returned to the originator within 3-5 business days.
If a customer is disputing +20 P2P payments, how can we handle this request?
Once 20 transactions have been filed, follow the Multi transaction workflow to file any additional transactions. mention the 20 transactions limit to the customer. Simply work through each transaction with the customer one-by-one and follow the multi transactions claim workflow for any transactions over 20.
In "The Office" (US), what is the name of the company where the characters work?
Dunder Mifflin