Best Practices/Complaint Tagging
Whenever a customer express a negative emotion what should we deliver?
Empathy Statement
Which is the first Knowledge Article that we should follow when we are facing an Account Access?
Account Access - Investigation & Checklist
If a customer wants to dispute a withdrawal which Knowledge Article should we follow?
Withdrawal Transfers - Dispute Claim Handling
Which is the ETA for a Cash App Card refund?
It can take up to 10 business days (14 calendar days)
In the movie The Lion King, what is the name of Simba's father?
Mufasa
True or False: It is OK to not refresh a customer in hold if we are checking our Knowledge Article
False
What should we do if Account B is verified, but not Account A?
We have to continue to verify PII using the information for Account B
If a non customer calls wanting to dispute a charge done to his debit card which KA should we follow?
Support - External Disputes
Which is the ETA of a Direct Deposit?
1 - 5 Business Days
In Harry Potter and the Sorcerer’s Stone, what is the name of the school Harry attends?
Hogwarts School of Witchcraft and Wizardry
If a customer has already passed PII, and the call drops we don't have to pass PII again in our callback
False, we have to pass PII again in our callbacks
Which is the difference between Balance Transfer, Grant Access and Temporary Access?
Balance transfer is used to transfer the cash balance from an account to another
Grant Access is to pull the customer's alias from an account that he has access to, to the one that we doesn't this way they recover the account and we only keep the preferred account
Temporary Access we use it to transfer one selected alias from Account A to Account B, this allows the customer to maintain access to both accounts.
Which is the KA that works as an index to know which KA we should follow for each dispute scenario?
Support - Dispute Handling Homepage
When should we use the QT Cash App {Card - Merchant Refund Processing}?
If a customer inquires about a processing merchant refund from their Activity tab or transaction receipt
In Titanic, what is the name of the character played by Leonardo DiCaprio?
Double Points: For the Full Name
Jack Dawson
When should we use Apology and when should we use Explanation of the Circumstances?
Double Points!
Apology: Apply this tag when Cash App grossly mishandled a customer’s issue and a resolution was impeded by overlooking their issue, improper advocate behavior, a workflow failure, or a gap in policy.
Explanation of the Circumstances: Apply this tag if you are unable to address the complaint yourself and must transfer the support case to a Specialty Team (such as Risk or BTC) for a resolution.
True or False: With the recent update if we receive the error ‘Did not pass risk checks’ we have to guide the customer to do a Enhanced Verification as this can be related to Account A being EV Suspended
False, there is no recent update that involved the error ‘Did not pass risk checks’
If a customer wants to dispute a Cash App Pay transaction with Google, which is the first step that we should follow?
Double Points: We can't dispute a Cash App Pay Transaction if the customer states that it was authorized but they didn't receive what they paid for
Use Cash App {CAP - Google Dispute} to inform them to first reach out to Google to resolve the dispute.
Double Points Answer: We do, we can dispute the transaction
Explain step by step how should we address a missing Direct Deposit that has more than 5 business days?
1. If a direct deposit or bank transfer has not arrived after 5 business days, use Cash App {Direct Deposit - NMI} to collect the required information.
2. If the customer does not provide the necessary information:
- First follow-up: Use Cash App {Direct Deposit - NMI Incomplete}.
- After 3 attempts: Use Cash App {Direct Deposit - NMI - After 3 Attempts}.
3. For continued pushback, tailor and repeat the above Quick Texts to gather the required information.
4. Once the customer provides the necessary answers, use Cash App {Direct Deposit - Transfer} and transfer the case to the "Dispute Missing Deposit" queue with the reason "Direct Deposit". Do not transfer without the required answers.
In The Godfather, what is the name of the Corleone family's consigliere?
Tom Hagen
If you use the verbiage in the KA the answer WOULDN'T BE VALID!
Escalated Complaint: This tag is only used for escalations to CCOT
Funds Released: Whenever we help the customer to have their funds usually related to transactions in hold
Goodwill Adjustment: Whenever we reimburse anything that we are not obligated to but we do it to assure a positive customer experience
If we receive a message stating "Source and target customers do not share unique assets"what does this mean and how should we address this situation?
This means there are not sufficient connections between the accounts to allow access
If Account A has no linked payment instruments, use Cash App {Account Access - Link Debit/Bank} and then reattempt.
If the retry fails or Account A already has at least one linked instrument, check Account B for a stock balance.
If B has either/both or mentions needing access to investing documents: follow the Investing Triage
Explain step by Step how the Dispute Claim Submission WF
1. Review the Support - Dispute Handling Homepage before starting the submission workflow.
2. Confirm sufficient notice of error and proceed with submitting the dispute via the "…" menu in the Lightning Panel of the CF1 case.
3. Read the disclosure to the customer and confirm if they wish to proceed:
- Yes: Continue with the claim process.
- No: Confirm email and send appropriate Quick Text for in-app dispute instructions.
4. Use Toolbox to search the customer’s account, select disputed transactions, and choose the transaction type and date range. Open multiple transactions in new tabs if needed.
5. Address blockers or warnings with the appropriate Quick Text.
6. Select the dispute reason, inform the customer about attaching supporting documentation via email, and follow Toolbox prompts.
7. Record responses in Toolbox, leave “Anything else we should know?” blank, and document details in the CF1 case.
8. Submit the dispute, ensuring the customer’s email is entered correctly. For sponsors, collect both sponsor and sponsored account emails.
9. Repeat the process for each transaction without opening additional CF1 cases. For disputes exceeding 20 transactions, use the in-app submission Quick Text or proceed with the Multi Transaction Claim workflow.
10. Add transaction links and support claim details to CF1 notes. Deliver the CSAT closing statement and send the appropriate Quick Text.
Explain how should we addressed a compromised DDA
1. Check if the account is compromised:
- Yes: Proceed to Step 2.
- No: Ask clarifying questions.
2. Check for declined ACH transactions:
- No: Follow Pending Transactions or Disputes workflow (AET cannot reissue for completed ACH transactions).
- Yes: Proceed to Step 3.
3. Check for disputes:
- Yes: File a dispute via Support - Dispute Handling Homepage.
- No: Proceed to Step 4.
4. Check for an open ATO:
- Yes: Follow the ATO workflow.
- No: Assign a new DDA number.
5. To reissue a DDA number:
- Escalate to AET using the escalate snippet.
- If reassigned: Use Cash App {Direct Deposit - Reassign DDA Successful} to inform the customer where to find their new account and routing numbers.
- If not reassigned: File a Direct Deposit JIRA titled ‘Failed to Reissue DDA’, including the customer’s Regulator Link.
6. Follow up on JIRA response:
- If reassigned: Use Cash App {Direct Deposit - Reassign DDA Successful}.
- If not reassigned: Use Cash App {Direct Deposit - Reassign DDA Rejected}.
In Pulp Fiction, what is the name of the fictional burger chain mentioned in the movie?
Big Kahuna Burger