REMITS
The CS Advisor Remit for crediting Bonus Bets
$50
_____ is where a customer offers an opinion or suggestion about bet365 products or services that can be either positive or negative.
A _____ is where a customer asks a question or seeks further information and guidance on bet365 products, services, or accounts.
A _____ is where a customer states that they are dissatisfied with bet365 products or services or disputes the outcome of a decision.
FEEDBACK -- QUERY -- COMPLAINT
The 'Big 5' Sports that generate the most USA contact.
Football, Basketball, Baseball, Hockey, Soccer
A customer bets on Jalen Hurts Anytime Touchdown and contacts after his bet settled as a Loss, stating Hurts threw 3 Touchdowns so the bet should have won. You advise the customer this:
An Anytime Touchdown scorer is defined by the player who possesses the ball when crossing the goal line. Passing Touchdowns do not count towards the Anytime Touchdown market.
USA customers receive "Bonus Bets" which are referred to as this for UK customers.
Bet Credits
A customer contacts regarding an Unsettled Bet where the event has not yet started. The customer states he is unable to Cash Out the bet from his end, so he asks if you can void his $200 wager.
(1) Does this require authorization?
(2) What is the maximum amount a CS Advisor is able to Void without further authorization?
(1) NO
(2) $250
The type of complaint note left on an account when the complaint has been fully explored and no further action is required, or when a final response has been sent to the customer.
RESOLVED
The difference between a Settlement Request (SR) and Settlement Query (SQ).
A Settlement Request is when an event has finished but the customer's bet has not yet settled.
A Settlement Query is when the bet has settled and a customer questions / disputes the outcome.
The 76ers and Celtics combine for 53 points in the 4th Quarter. A customer contacts after betting the 4th Quarter Total under 56.5.
What could have caused his bet to settle (correctly) as a Loss?
THE GAME WENT INTO OVERTIME (points scored in OT count towards 4th Quarter market)
The UK word for "Parlay"
ACCUMULATOR
You offer to refund a customer's stake as Bonus Bets, but they ask for Cash instead. You raise this to a Team Leader who gives you the OK to refund their stake as Cash. This is the maximum amount a CS Advisor is authorized for a Manual Adjustment.
$50
The type of complaint note left on an account after raising to a Supervisor, referring to another team, or referring to a third-party provider. The customer is told we will get back in touch after reviewing further.
ESCALATED
The internal resource used to Void bets.
BET SLIP VIEWER
The number of Total Bases recorded by Bryce Harper after recording the following:
1 single, 1 triple, 2 walks (BB), 1 stolen base (SB)
FOUR
(walks and stolen bases do not count towards total bases)
You receive an incoming chat from an English-speaking customer in Denmark. Therefore, you transfer the chat to this Service Line.
CS ENG ROW
A customer contacts regarding an Unsettled Bet where the event has not yet started. The customer states he is unable to Cash Out the bet from his end, so he asks if you can void his $350 wager.
(1) Does this require additional authorization?
(2) What is the maximum Void amount a CS Advisor is able to perform?
(1) YES, because it is above $250
(2) $500 (with authorization)
Advisors should display the HEARD technique when dealing with customer complaints. HEARD stands for this:
HEAR - EMPATHY - ASK - RESOLVE - DELIVER
Before sending an SQ or SR to _____, advisors should check for any postings related to this market on _____ and the _____
OSS, Teams, SIC
A customer contacts asking why his Full-Time Result Soccer bet settled as a Loss rather than a Push after Manchester City and Arsenal tied 2-2. You provide the customer with this explanation:
Games that end in a tie are settled as a Loss due to being a 3-Way Market, where "Tie" is an available option to bet on, along with betting on the team to win (money line). The bet would settle as a Push if it were a 2-way market where "Tie" wasn't an available selection.
A Canadian funds e-transfer service between personal and business accounts in participating Canadian banks and other financial institutions.
INTERAC
A customer makes a first deposit of $1,000 and wagers it in full. The bet settles as a Loss, but from reviewing the account you see that the customer's First Bet Safety Net offer expired 6 months ago. A ______ is able to credit Bonus Bets to replicate this offer.
MANAGER
The Specific Complaint Area where PENDING Complaint Notes are most common.
(Choices: Account Verification, Cash Out, In-Play Console, Integrity, Sports Terms and Rules, Betting Restrictions, Gaming Fairness)
BETTING RESTRICTIONS (Restricted Customer Complaints)
Customer wishes to complain about restrictions applied to their Sports Product by Trading Analysis
Any Transactions placed on a line, spread, handicap, or total where the outcome is already known when the wager was placed will be void - which is referred to as this in bet365's terms and conditions.
LATE BET / OBVIOUS ERROR
A customer bets on a Travis Konecny goal, where he scores the game-winner in Overtime. Which of the following statements is true:
(1) This bet will settle as a Loss, as goals scored in Overtime do not count, but would have counted if scored during a Shootout.
(2) This bet will settle as a Loss, as goals scored in Overtime or a Shootout do not count towards the Anytime Goal Scorer Market.
(3) This bet will settle as a Win, as the Anytime Goal Scorer market includes Overtime but does not include Shootouts.
(3) This bet will settle as a Win, as the Anytime Goal Scorer market includes Overtime but does not include Shootouts.
A customer from Italy is on vacation in America and wants to know if they can use bet365 while visiting family in New Jersey.
(1) Can this customer open an American account?
(2) Why / Why not?
(1) NO
(2) VALID SSN REQUIRED TO REGISTER