Tools
Refund Qualifiers
Property Details
More Refund Qualifiers
SURPRISES!
100
What tool is used to close orders, process refunds, and view billing/payment information for all Consumer properties EXCEPT for Rivals?
CSR
100
I've accidentailly subscribed to a Rivals annual subscription five days ago when I meant to sign up for the monthly. Can I get my money back for the annual sub and just get a monthly one? If so, what is this process called?
Yes, this process is called Downgrading. The user will have to first sign up for a new monthly subscription before we can cancel and refund the annual.
100
What are the two main premium features of Ad Free Mail?
1) No text or graphical ads 2) Account will not go inactive after one year of disuse
100
I purchased a Research Report through Yahoo Finance and I never received it. You confirm in the Thomas Rueters website that it isn't available. Do I qualify for a full refund? Which button do you hit in CSR?
Yes, the user qualfies for a full refund through the 'Cancel Order' button in CSR.
100
How much is a monthly and yearly Private Registration add-on for SMB products?
99 cents per month or $11.98 per year
200
Which tab in CSR allows the agent to view all Credit Cards added to a particular account?
Payment Account Tab
200
I'm a Mail Plus user and I want to cancel my subscription. What button do you hit in CSR, and information do you tell me?
Hit the 'Close Order' button in CSR and inform the user they will receive a pro-rated refund of their unused services.
200
I'm calling about my Rivals account but I don't have a Yahoo ID. What information would you ask me to pull up my account, and in what tool would you do this?
Ask the user for their Rivals Nickname and pull them up in CS Admin.
200
I've had my Domains account for 7 months and I'm not satisfied with the service. I am demanding a full refund. What do you do?
Do not escalate this as it does not meet the Refund Qualification requirements for Small Business. Advise the user we have a strict no-refund policy but that you can cancel their subscription upon their request.
200
What is the button you select in Star to begin the re-direct escalation process on Directory Submit calls?
Forward to Kana
300
In addition to CSR, what other tool can be used to process Fantasy Sports calls?
Fantasy Sports Backyard
300
I left my Fantasy league 4 days before the draft. Do I qualify for a refund? If not, what are the two refund qualifiers for Fantasy Sports?
No. Users only qualify for refunds if they leave 48 hours before the draft, or if their league does not full up.
300
I own a small business with about 200 employees, but plan on hiring 150 more over the course of the next year. Which Biz Mail or Web Hosting account would fit best with my business needs and how much would it cost per month?
Web Hosting Advanced for $7.99 per month
300
I accidentally signed up for my Ad Free Flickr account twice last month. Do I qualify for a refund of the extra order?
Yes, user qualifies for a refund because it's within the 90 day window for Flickr cancel/refund requirements.
300
What is the timeframe in which a user has to contact us for a valid Rivals downgrade?
7 days
400
Which tab in SBS do you go to to view and use the CSR tool?
Billing Tab
400
I was told by the Small Business rep when I signed up that I would be eligible for a refund if I want to cancel early. I've had my web hosting account for 6 months. Am I eligible for a possible refund? Do you give me that refund?
You would advise the agent that you will submit their refund request for review. Proceed to call the Escalation Team for approval.
400
I have an online store and make roughly $50,000 of sales per month. Which Merchant Solutions plan fits best with my business needs? How much would I have to pay monthly for this service, and what is my transaction fee?
Merchant Solutions Standard plan
400
I have a Yahoo charge on my account yet I am not a Yahoo user and I'm not sure what the charge is for. I would like a refund of the amount charged. What steps do you take from here?
1) Pull up the YID associatd with the charge via the full 16-digit CC number. 2) Attempt to Reverse Verify the user. 3) If the user can verify at least 2 of the 3 verification requirements, it is not considered fraud. If the user CANNOT verify, we will refund them the full amount of the charge via the 'Cancel Order' button in CSR.
400
Which CSR tab do you go to first when issuing refunds for SMB products?
Billing History
500
What is the website we go to in order to check the validity of Yahoo Finance Research Reports?
Thomas Reuters website
500
I signed up for a new Web Hosting account and domain two weeks ago but I'm not happy with it and would like to cancel. Am I entitled to a full refund?
User is entitled to a refund minus the $7.00 domain registration fee.
500
Describe the Yahoo Finance Real Time Quotes refund policy.
If users cancel their subscription within 5 days of purchase/renewal, they qualify for a full refund -- but the user must contact Customer Care within 90 days of the cancellation in order to receive their refund via the 'Cancel Order' button.
500
For Rivals, which of the User Tool screens do I go to when finding the Order Number in CS Admin via the time/date stamp of charge?
Transaction Log
500
What is the Fianance Research Report Document ID in CSR called, and where would we find it? Do we copy the whole number, or which section?
External ID and it's found in the Order tab. The Document ID is only the section before the colon.
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