"Can Do"
Provide an example of a "can do" statement when a cardholder is wanting to stop a pending transaction.
Provide your own can do talk off ( what I can do is...)
What is another name for an account user with nearly the same permissions as the PCM/SCM
What is: Account Manager (AM)
Name a requirement to place a stop pay
What is: attempt of canceling billing arrangement, is it a qualifying recurring charge?, merchant refuses to cancel, did the merchant bill after cancellation, is the stop pay button available in Orion? etc.
Can an AU give permission to speak to a third party?
What is: No an authorized user is not able to provide this permission to a TP.
What is the appropriate verbiage for call disclosures?
What is: this call MAY be monitored and recorded.
Provide an example of a Can Do statement for an ineligible stop pay request
What is:
If a customer requests a copy of the Amended Terms, as of what date can we only provide a copy of their current Cardmember Agreement?
What is: prior to January 15, 2027
Name some examples of ineligible stop pay requests?
What is: installment payments(e.g. cell phone purchase, furniture, affirm/klarna purchases, QVC, etc.)
Not all recurring transactions post with recurring Orion billing indicator
Pay with rewards at __________ and _______ has been discontinued. Name these two merchants.
What is: PayPal and Apple
What is the required talking point when processing CBR check/ ACH returns?
What is: requests may take up to 14 business days and some requests may take longer.
Provide an example of a can do talk off when needing to send to a different department.
What is: What I can do is notate the account with the information you've provided-or- what I can do is connect us both over to the correct department and I will advise the agent of your concerns.
Name one of the two different letters sent to customers depending on if the SCM or AU is being removed.
What is: GEN101152- Duplicate SCM removed notification letter
How long must the merchant number be in order to successfully create a stop pay?
15 digits
Knowing we are NOT to proactively discuss fraud liability, what are you to advise the customer VERBATIM:
What is: You're never responsible for unauthorized purchases on your Discover Card.
What is the required verbiage when a customer is calling in to redeem rewards?
What is: We have multiple redemption options available such as ...
Scenario: cardholder calls in advising they have made a double payment to the account yesterday and would like it to be returned asap. Provide your own can do statement including any required talking points.
What is:
Name one of the two different letters sent to customers depending on if the SCM or AU is being removed.
What is: GEN101153- Duplicate AU will be removed notification letter also the normal 100695 removing auth user letter will automatically be sent when the AU is removed.
What letter is automatically sent from Orion once a stop pay is initiated?
What is: letter 100710
What date did we stop allowing for copy requests?
What is: March 15, 2026
When a verified POA calls in to create a dispute on the account but also has other needs to be addressed, are we able to continue servicing them or what actions should you take to proceed with their inquiries?
What is: open their billing disputes and then connect the verified POA to POA servicing department.
Scenario: cardholder is calling in requesting a payment be returned on a revoked account. Provide your "can do"
What is:
What is the process moving forward to edit an existing stop pay?
What is: check to see if the stop pay button is enabled before confirming the ability to edit.
A Discover credit card customer residing in the following states may claim that all or a portion of their debt was incurred because of coercion. Name the four states.
What is: California, Connecticut, Minnesota, Texas
Scenario: If a customer calls in constantly stating they can not hear you and asking you to repeat yourself, should you offer them ADA accommodations?
What is: No, we do not want to assume a disability.