PROCESS
Double Points
In what workflow can we file unauthorized account use and transactions
Walk us through
Account Take Over
What type of account treats verification as KYC (Know Your Customer)?
Personal account and Business account (Individual and Sole Proprietor)
Triple Points
If we reported unauthorized account use and the customer did not change the password, what will happen to the account?
The system will place a limitation
Double Points
In what workflow can we file stolen financial
Walk us through
Stolen financial workflow
Double Points
What should we verify first when determining if financial information is stolen, and through which process can we report it?
We request the card number to determine if it is linked to another account. We then verify whether the cardholder knows someone who might have used the card on PayPal. If they say no, you can proceed to file it using the stolen financial workflow.
Double points
When do we request customer to provide KYC or KYB info?
Site KC
TEAM1726
We must gather this info before the customer receives €2,500 (or currency equivalent) into the PayPal account (in total) within a year of receiving their first payment.
We notify customers of this requirement when they receive €1,800 (or currency equivalent) in total. Once the account hits the €1,800 threshold a case opens in their Resolution Centre where the customers can provide the info.
True or False:
A parent case can have multiple child cases.
True
Yes or No:
If we have successfully created a case for stolen financial, does the customer still need not file a chargeback to get the funds?
Yes
In Spark, where can I quickly find out which documents are missing to complete account verification?
Walk us through
Quick tools - CIP boost
What is KYB or KYC?
To comply with EU regulations, we’re required to gather some information from our customers before they receive a certain amount of money into their account (EU receiving limit).
Our regulators want us to ‘Know Your Customer’ (KYC), or ‘Know Your Business’ (KYB), for business accounts. In essence, we’re required to know more information about our customers as they’re using our service more.
True or False:
If the customer contacts us again and states that the unauthorized activities are in fact authorized, cancel the case in the Disputes Tool. While it's true that we can't accept or deny on UNAUTH parent cases we can cancel, add notes, and add transactions on the case. The case can only be cancelled only when still open and before any review has been completed.
True
What are the indicators that can help identify stolen financial? Give at least 5
>Newly created account
>Previously dormant account
>wax/ guest accounts
>suspicious/invalid profile information
>conflicting profile information
>discrepancy between card issuer/currecny &accnt loc
>sudden high velocity in payment sent
>payment attempts in a short period of time
Yes or No
Can we upload documents on behalf of customer? Show us how
Yes
What is a legal entity? Can you name 3 examples of legal entities?
A legal entity is a company or organization that has legal rights and responsibilities
Private Corporation
Non-Profit
Partnership
BONUS
KC FOR ACCOUNT TAKE OVER
True or False
When a caller says they have unauthorized PayPal charges on their credit card, we must first identify if they are a PayPal customer (own a PayPal account) or not. Site KC
True - TEAM1932
What tool will you use to determine if the account is clean?
CCI
Can we downgrade an account if the business account is a legal entity? and why?
No -
**If been identified as legal entity cannot downgrade but if been identified as individual/ sole proprietor can be downgraded to personal account.
>> There will be note that account is eligible for downgrade.
**If business have declared bankruptcy need to escalate to ICA.
What are the indicators that can help identify unauthorized access to an account? Give at least 5
>Profile changes
>Log in changes
>New Billing agreement / Subscription added
>Personal/Premier account upgraded to business accnt
>New financial added
>Payment history change
>Suspicious memo in the transactions details page
>Payment attempts in a short period of time
>Multiple accounts login in from the same IP address on the same day
> Unauth claims files within an extremely short time
BONUS QUESTION
CEO OF PAYPAL
Alex Chriss