Care Flag
You can have more than one Care Flag of the same type.
No, if you need to add information, or the flag should be edited or deleted, please raise a Care Flag Case, and explain that you would like to add new info to existing flag.
We can disclose the threshold amount when advising the customer of the refund.
No, under no circumstances disclose the threshold amount when advising customer of the refund.
If customer contacted us for 'Cosmetic Change' (capitalization) on their name, EDB specialist should own the chat.
False, this is a to be worked by BOPs but requires no validation or docs that would usually be required for a Change of Legal Name case
Customers may see the letter to their app within 72 hours.
False, it would take up to one working day for the letter to be uploaded to their App
We can Force Expire a Card Transaction even if the account is in 'Investigated' state.
False, we should;
Care Flag Scripting is not necessary if the Care flag is Temporary.
False. Whenever Care Flag is added to customer profile, this scripting must be relayed to customer.
ATM based transactions can be disputed as long as it's within the £200 threshold.
False, cases not applicable for refund for ATM based transactions.
For divorced decree absolute, if maiden name is not included upon divorce decree, there is a requirement to ask customer for additional legal ID showing their maiden name.
False. For divorced decree absolute, if maiden name is not included upon divorce decree, there is NO requirement to ask customer for additional legal ID showing their maiden name.
If the letter is sent via post, this could take between 5 - 7 working days for the customer to receive the letter
False, if the letter is sent via post, this could take between 3-5 working days for the customer to receive the letter
If Pre Auth Indicator field is updated as True, advise customer that transaction is pending and will be expired in 7 days.
False,
After raising a Care flag and Care Flag Case. It's a must that we advise our customer that Customer Care Team will reach out to team via call.
False, do not advise that Customer Care Team will call them back.
If provisional refund has been successful and customer contacted us that they were refunded by the merchant we should contact the Disputes Team for reclaim the original refund.
False, if customer responds to our chat message informing of the above, please DO NOT contact the Disputes team and just re-confirm the information we have already given to customer.
Hyphenated name on the account is something that we may offer in the future.
False, if they request their name to be hyphenated. Marriage certificates are accepted for both partners name and also hyphenated name.
EDB Specialist should create a General Case and assign Fraud Operations.
False, assign the General Case to Banking Operations Queue.
All can create expire authorization case regardless of the amount.
False, all can create expire authorisation case (subject to approvals based on transaction amount)
Cognitive Impairments should only be Temporary.
False, Cognitive Impairments should only be Permanent.
Partial refunds are typically processed in instances where a merchant has already partially refunded the customer however a remaining amount is still outstanding.
True, OR the dispute concerns a multi-item order where some items were not delivered.
After creating a Name Change Case, EDB Specialists should hand over the case to BOPs for the next steps.
True
Before uploading the letter to customer's account a 4EC should be requested from PL before assigning case to Fraud Operations.
False, send the letter for PL 4-eye check and upload it to the customer’s profile on Salesforce with Visible to Customer field set to “Yes”
Force Expiry Case will be cancelled if customers failed to provide evidence after 7 days.
True, if evidence is not received:
Care Flags can't be raised if the customer hasn't been fully onboarded.
No, Care flags can be raised on any profile regardless of profile status (even if customer hasn’t fully onboarded).
In case of multi-claim dispute trigger, EDB Specialist will not process the refund and handover the case to Fraud Operations.
False, In case of multi-claim dispute trigger, EDB Specialist will not process the refund and handover the case to BOPs.
What is the Chat L1 and L2 for Name Change concerns?
L1: Account Servicing
L2: Change Details
If the document is rejected by the PL during 4-eye check, make amends and upload it to customer's account. No need for another 4-eye check.
False, if the document is rejected by the PL, make amends and resubmit the document for PL approval.
We should handover the case to frauds if transaction was less than 7 days but customer has expressed financial difficulty and evidence provided meets criteria.
Yes