Reverse Verification
Fraud Processes
Rivals Refunds
CS Admin Tool
SURPRISES!
100
A user provides you with their ZIP code, billing address, last 8 digits of the credit card number, and the correct answer to SQA2. Are they verified?
YES
100
What is a 'soft descriptor'?
The domain name or portion of the domain name found on a user's credit card statement attached to a Small Business order.
100
A user threatens to chargeback with their bank if we don't give them a refund. They purchased an annual subscription 3 and a half months ago. Do we issue a refund?
NO
100
If I forgot my Rivals nickname, what are three other ways in which you can pull up my account?
YID, email address, or first and last name.
100
Which section of User Tools in CS Admin do you go to when issuing Saves, and what do you do from there to complete out the Save?
The Manage Subscriptions section, extend the sub, and click 'this is a save'.
200
Name a 'red flag' that can indicate a fraudulent account.
Non-relevant answers or questions in the SQAs.
200
Before asking a user for their 16 digit credit card number, name two things we can ask of them to try and locate the charge.
Domain name and YID
200
TRUE OR FALSE: To issue a Rivals refund, go into the 'Refunds' section in the CS Admin User Tools, select the corresponding charge, manually enter in the amount, and select 'Refund'. You will then add your notes accordingly.
FALSE. You also have to enter the refund into the Orbital tool.
200
Where would you go to check which websites a user is Blacklisted from, and how would you change their website subscription to antoher site?
Check the Blacklist tab for the sites they're blacklisted from. To update their subscription, go to 'Manage Subcriptions' and click on 'Change Site'.
200
I'm a Rivals customer calling to update my account. I give you my nickname and my DOB. Am I verified?
NO. The user has to verify two of the following: nickname, address, email address, or last 8 digits of their CC number.
300
Which portion of Reverse Verification does a user have to pass in order to be fully verified to the account (resulting in a non-fraudulent claim)?
Every portion. The user must pass the entire Reverse Verification process in order to be fully linked to the account.
300
A user is calling about a $131 charge on their account from 4 months ago that they are claiming is fraudulent. They cannot pass Reverse Verification. How do you process the refund.
You don't. We cannot process any fraudulent charge refunds from more than three months ago.
300
I am not satisfied with my Rivals annual subscription I signed up for 5 days ago. Are you able to downgrade me to a monthly?
NO. In order to downgrade by choice, a user has to be a Rivals member for at least a year.
300
Explain the two ways in which we can help a user access their account if they forgot their password.
From the Edit User Info section, you can type in a new password for the user OR you can resend their current password to their email address.
300
Who are two Rivals contacts that you can reach out to with questions?
Joe Nazarro and John Talman
400
A user claims a $29.99 charge on their account is fraudulent. They do not have a YID that they know of. You pull up the YID attached to the charge and the user provides you with their DOB, AEA, billing address, and PayPal Billing Agreement Number. Is this charge considered fraudulent?
NO
400
A representative from the Accounts Payable department at a company calls asking about a supposed fraudulent charge. You locate the YID through the caller's domain and the customer realizes that their ex-webmaster ordered a product for the company. The caller now wants to make changes to the order/account but cannot pass verification. What do you advise?
We have to talk to the ex-employee for verification. The customer must ask them to call us, or they have to conference the ex-employee into the call.
400
What action in the CS Admin tool stops the automatic reneals from going through? What action in the CS Admin tool stops the user from accessing the premium features?
The 'cancel' button stops subscriptions, and the 'extend' button stops a user from accessing premium features - we have to revert it to a date in the past.
400
Explain how you would delete a user's Credit Card from their account (what User Tool you would go to, and what you would do from there).
Under the Change Billing Information tool, insert 16 zeros into the Credit Card number field. Then delete all of the billing address and expiration date information. Check the 'do not require CC' box and then save.
400
My account is past due because I forgot to update with my new credit card. I won't be able to update it until next week, but I would like access to my account now. What do you tell me?
We can offer you a 14-day extension so you will continue to have premium services while you get your card update. Extend the sub by 14 days.
500
A user calls about a fraudlent Merchant Solutions charge on their account. They cannot pass Reverse Verification but their business name matches the domain attached to the YID. You are unsure is this is actual fraud. What do you do?
Ping the MOD!
500
For Small Business accounts, what action do you have to take in CSR to ensure that a fraudulent account and YID cannot be used in conjuction with a user's stolen credit card?
Check the 'fraud' box when issuing the refund.
500
Explain how you would get the Order Number to plug into Orbital when issuing refunds.
Go to the Charge History of the order, copy the time and date stamp, then use the 'find' function in the Transaction Log to locate the Order Number.
500
For Rivals verification purposes, how do you confirm the last 8 digits of the Credit Card number?
Through the Search page.
500
I've had a monthly subscription to Rivals for over two years and would like to sign up for text alerts. Does it cost extra to add this to my account?
You have to have an annual subcription to have access to text alerts, so the user will have to upgrade.
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