GC Jeopardy

Name that KB

100

Customer states they were trying to place a Walmart.com order, and never received an order number/order confirmation, and the funds are no longer on their gift card.

What is Ghost Orders

200

• Transferring a Savings Catcher eGift Card’s balance to a new card.
• If the customer no longer has refunded Walmart Gift Card on a Walmart.com order. 
• Store won't accept their eGift Card. 
• Physical gift card doesn't work in the store, or the store cannot merge it.
• Bad magnetic strip / damaged.

What is Balance Merge

300

Customer asking for the balance or transaction history of a Walmart Gift Card (GC).

What is Balance Check

400

Customer states their GC is not active.

What is Activation Issues

500

Gift Cards (GC) bought by the customer without the direction of a scammer.

What is Compromised/Scammed Cards and Concerns

Scammed, Say what?

100

When a customer calls us and advises us that the GC they purchased, was purchased from a direction of a scammer, what do we do with the GC's? 

What is Place cards into Watch Status in PBC 

200

When a customer has been scammed, and the GC was used online, what should we do with those online orders? 

What is Stop any unauthorized Walmart.com orders using Accertify 

300

What email do we send the customer for a compromised/ scammed GC claim? 

What is Send Standard Text "Gift Card Photo + Receipt Needed" 

400

When a store calls for an AC25 (action code 25) what information do we need from the store associate? 

What is the manager's User ID 

500

When a Store calls in and states they are a victim of a scam, what email address do we have them send in this information? 

What is [e-mail] 

Merge that Balance

100

What are the 5 reasons why we would merge a customers balance? 

• Transferring a Savings Catcher eGift Card’s balance to a new card.
• If the customer no longer has refunded Walmart Gift Card on a Walmart.com order. 
• Store won't accept their eGift Card. 
• Physical gift card doesn't work in the store, or the store cannot merge it.
• Bad magnetic strip / damaged.

200

When the store will not accept an E-GC, what do we advise the customers to do, before a balance merge takes place? 

• Suggest the customer add the card to Walmart Pay for in-store use.
• The customer can still use the card on Walmart.com. 

300

Before we merge the balance for a physical GC that doesnt work in store, what should we have the store associate do first? 

Store will need to verify they are not able to take action on the provided gift card.

400

When merging balance for a physical GC that doesn't work in store, what does the customer need to do before we are able to perform this balance merge? 

What is the customer will need to supply a new active gift card for you to merge the funds to a new card. 

500

Do we merge a customers GC for their convenience?  

What is no!

Fraud/Unauthorized charges

100

Please define what is considered Fraud/Unauthorized charges... 

What is Fraudulent use of customer’s gift card to place Walmart.com order. 

200

What are some of the preventative measures a customer can take, for fraud/ unauthorized charges? 

• Recommend filing a police report.
• Keep an eye on credit card statements, review credit report.
• Change passwords to all potentially impacted account/sites and use different, strong passwords for each account.
• Install and run security software.
• Be wary of any emails asking for passwords or other personal information (aka phishing).
• Do not click on links in email, (instead copy & paste into browser).

300

When placing a negative tag on orders in accertify, when should we claim that order? 

• Only claim an order if you are going to Action the order.

400

After a stop shipment has been placed in Accertify, what should we inform the customer? 

• Once all steps are complete, inform the customer that it will be sent for review.
• If they have not received an update by Estimated Delivery Date (EDD) day after, they can call back.
• Provide the Reference Number to the customer for call back.

500

What do you do if you are locked out/ can not log into Accertify? 

Escalate to your Lead/Manager

Account Takeover

100

Please describe an Account Take-Over? 

A fraudulent purchase is made with customer's gift card in a Walmart Store. Cards(s) may be saved on the customers account or used on WM Pay.

200

For an Account Take-Over, what are we to do in PBC? 

• Confirm the amount that was spent fraudulently
• Freeze the Gift Card(s) in PBC
  • Note OSC Reference number in memo section
• Note in OSC along with template/notes
  • Card Number
  • Store number listed in PBC
  • Amount

300

When looking up an account in CCA, what info do we use to verify the customer? 

• Account holders name
• Billing address
• Email address

400

 If the gift card was used on any of the customer's orders on their Walmart.com account without their permission, what should we do? 

Follow instructions in KB: Fraud/Unauthorized Charges

500

If non-gift card funds were also part of the unauthorized purchase, where should forward the ticket in OSC? 

[e-mail]