What should I do?
What should I do?
Scenario: My mother who is the webmaster of this account recently passed away, I would like to take ownership of her account
Escalate to Privacy
What are the color payment lines we have?
Red
Green
Blue
Gray
What does the red color line means?
Declined/rejected payment
What does the blue color line means?
Recurring payment
What does the green color line means?
Accepted payment
What are the payment methods we accept?
Credit card
Debit card
wire transfer
bank transfer
PayPal
Ideal/Sepadirect
Sofortueberweisung/Giropa
Boleto/ Primeiro
ECP Electronic Check Payment
What does the gray color line means?
Pending payment
If a user requests do we offer monthly payments?
No. we offer advantages and if not satisfied we can escalate to our Telemarketing team.
Free trials are offered for what subscriptions?
What's the difference between Plimus and Bluesnap?
They are both Bluesnap company, however Plimus is our old data base, from September 2019 we start to use the new data base called Bluesnap
What is a recurring charge?
a subscription that will automatically renew when the current one expires
How do we cancel a renewal for the user?
by force stop: user request in the payment line located in their account in utilities
Please explain the difference between cancel and refund
Cancel: we are stopping the subscription from renewing
Refund: We are reimbursing the user (giving money back)
If a user requests to change card information because renewal is coming what should we check?
Payment processor: Adyen we can't do it
Bluesnap: send email using saved reply #Bill:Change_CC
Yes.
Adyen and Bluesnap: go to payment line and click under invoice in blue hyperlink, take a screenshot or download it and resend as an email to user.
Plimus: access Bluesnap site and look for the account of user with (email, last 4 of CC etc) and take a screenshot of invoice, send through email.
What is our only type of payment method that is non recurring?
Bank transfer
By default our subscriptions renew after how many years?
1 year
What's the difference between force stopping a free trial and force stopping a subscription?
Free trial: user will no longer have access to the feautures
Subscription: user will have access to the feautures until expiration date of plan
Can we refund a Google Purchase? How?
Yes, escalate to GUA Billing
Can we refund an Itunes purchase? How?
What is a pre-renewal email? And do we normally send them?
An email advising user of upcoming charge for it's subscription renewal.
No, only to the required by law countries.
(when applicable) before processing any refunds on an account we should request what to the user?
Free trials within 30 days of charge.
DNA Ancestry kits
Advice them to contact Groupon for the DNA kit refund and escalate to GUA Billing for the shipping refund
Once a refund is issued the payment line will turn:
Red