TIMELINE AND LOGISTICS
How many calendar days after the account open date are gift cards restricted from being purchased on the account when the card is not present?
30 calendar days
A customer says they were previously able to purchase a gift card without their physical card but are now being declined. What is the correct response/scripting action?
Advise the customer using the suggested scripting about fraud management limiting gift card sales when the card is not present and recommend always having their plastic card when making gift card purchases.
What are the valid reasons for a promotion extension request from a US account? Name at least 3.
(Any 3 of) Bank error, FEMA, personal medical or disaster, THD Promise, customer satisfaction, HD.com shipment, multiple sales same day, related sales, delayed install, delayed product, product quality, direct mail, AHS promotion extension request.
A customer says they want all their future payments automatically directed to their active deferred interest promotion going forward. Which allocation type applies?
PPA (Promo Payment Allocation) – Recurring Payment Allocation Plan
TRUE or FALSE: The Home Depot US Consumer credit card carries an annual fee.
FALSE — There is no annual fee.
If a promotional extension is requested due to a personal medical or non-FEMA disaster, how many months can be granted — and how many times?
2 months, 1 time only
A customer calls asking for the balance of their THD gift card. What options are available for a US customer to check their balance?
Visit any THD store and ask a cashier or check online (US only) via the Shopping Assistance menu → Gift Cards.
TRUE or FALSE: A promotion extension can be granted if the customer states financial hardship or an inability to pay the minimum.
FALSE — Transfers cannot be granted if there is an indication of financial hardship or if the caller states an inability to pay the minimum.
A customer made a payment 45 days ago and wants it redirected. What type of payment allocation applies and is it still within the eligible timeframe?
Directed Payment Adjustment (DPA); yes, it is still within the 60-calendar-day (2-month) window.
What is the current revolving APR for US THD Consumer accounts opened after October 14, 2023?
29.99% Non-Variable APR
How many calendar days prior is the cutoff for extending an expired promotion? Expired promotions beyond this window cannot be extended.
60 calendar days
A customer inquires about The Home Depot Home Improver Credit Card. Who issues and supports this card?
It is NOT issued or supported by Citi. It is supported by Home Improver Services / an alternative lender.
When a customer calls about a competitor match promotion extension request, what specific information must always be obtained and noted?
The name of the competitor must always be obtained and noted.
Generally, how does Citi apply payments when a customer has multiple balance types on their account?
Payments are applied to balances with the highest APR first and the lowest APR last.
What are the two structures that migrated THD Separate Entity accounts may be placed on and what is the key difference between them?
SEML (Separate Entity Multiple Like) — account and card numbers remain the same.
SEMU (Separate Entity Multiple Unique) — each reissued or new card has a unique card number tied to 1 overarching Account ID.
TRUE or FALSE: A new account can have a promo transfer completed immediately upon account opening.
FALSE — The customer or store must call back in 3 days once the account is established.
TRUE or FALSE: A THD gift card can be used to make a payment on the customer's credit card account.
FALSE — A gift card cannot be used to make a payment.
For a direct mail coupon extension, what is the maximum number of times the same coupon can be used for promotion extensions during a promotional period?
1 time only — the offer is 1-time use only.
TRUE or FALSE: A customer can set up a promotional balance payment allocation through Account Online.
FALSE — This feature is currently unavailable online.
TRUE or FALSE: THD-US cards can be used for purchases at THD stores in Canada or Mexico.
FALSE — THD does not offer cross-border duality. US cards cannot be used in Canada or Mexico and Canadian cards cannot be used in the United States.
For FEMA-related promotion extensions, how many months per event can be granted, and what is the maximum total extension allowed?
2 months per event, with a maximum of 24 months
A customer with a Fraud Early Warning (FEW) block calls in and there is a gift card in the transaction. What should the agent do?
Transfer the caller to Fraud Early Warning.
For split shipment (HD.com) promotion requests, how many days after the original promotional sale are allowed for split shipments to bill and what is the minimum total original order amount required?
Up to 90 days after the original promo sale and the total original order must be $299 or more.
A DPA has already been executed on a promotion. Can a PPA now be executed on that same promotion?
No — A DPA cannot be executed if a PPA has already been executed on the same promotion and conversely, complete any DPAs prior to completing a PPA.
What are the two offers included in The Home Depot anniversary coupon sent to customers?
10% off OR up to 24 months financing.