Authentication
What is the primary purpose of customer authentication?
To protect customer accounts and verify identity.
What should you do if a customer doesn’t respond after you’ve provided the info?
Snooze for 24 hours
What does a valid CAD reference code start with?
CA or C1
Where do you find the withdrawal transaction status in OPS?
Transactions Overview in Customer Service panel
Which channel is considered authenticated: iOS in-app, Email, or Webchat?
iOS in-app
What happens automatically if a customer is inactive for 10 hours?
The conversation is closed automatically
What is the final step if a customer still can’t claim their CAD funds after providing the Proof of Payment and reference number, and the case has already been escalated to the Payments team via Jira?
Offer them the option to have the deposit returned to their bank account, in order to avoid further frustration.
If a withdrawal is in Screening status for over 12 hours (non-AU/SG), what should you do?
Escalate to the Risk Team via Jira, with Request Type - CS / "Missing Digital Asset/Transaction Status Check"
What is the valid timeframe for authentication via OPS?
48 hours
When should you return your escalated cases to the queue before going on leave?
If you’ll be off for 5 days or more
In ACH Pull deposits, what is the significance of “Payable” status?
Customer must settle a failed instant deposit within 24 hours
What does the ACT Method stand for in escalation handling?
Accuracy, Compliance, Transparency
Which authentication method is used for Pre-KYC users?
Last 4 digits of the registered phone number
What must happen before closing a conversation?
Customer confirms resolution / All escalations are complete / Intercom notes are added
What’s one key difference between ACH Push and ACH Pull?
ACH Pull gives immediate crypto-buy access before settlement