Fraud, is that you?
What is considered fraud, in the iTunes Store?
An Unauthorized purchase by someone that the customer does not know
A refund has to be less than how many days old, for eligibility of a refund?
60 days or less.
What article is public and shows the customer how to download past purchases in the iTunes and App Store?
HT201272
What are the stages of PAIR?
Probe,Analyze, Isolate, Resolve
Name three major Consumer Laws for iTunes?
Japan’s Civil Law Cancellation of Minors Contract, China’s 15 day App Retunr Policy and Right of Withdrawal
What team do we escalate fraud class to, in iLog?
iTunes T2 Advisors
What article tells us when a customer may be eligible for a refund?
CP55
What article shows us our Scope of Support for the iTunes Store?
CP737
What are some verification methods for a customers account? Name three.
Security questions, Support PIN, Device, SMS Code and Credit/Debit Card
What steps do we take if the customer does not see their free credit or balance?
Have them sign out and sign back in.
What should be suggest for a customer who has a compromised account?
Reset Apple ID password. Bonus: Suggest two step or two factor for added security.
What is the refund limit for iTunes T1?
$500
What can we do in the MZ Tool to assist customer with Wish List issues?
Clear the wishlist
How many computers can be authorized on an account?
5 computers. 10 devices total.
What should we do if a customers credit card is not being accepted?
Check for banned cards.
What article tells us when to go to Fraud Prevention Team?
CP1337
When will we need to regrant a purchase?
CP848, when the item is not in there purchase history, not hidden, we can locate them in MZ/iTunes Store Support Site, they are available for regranting.
How many times can a customer use T1 to deauthorize a computer for them?
Two, if they need a third deauthorization, it would move to T2.
Name any situation that would require us to refer the customer back to the purchaser of their Gift Card?
The Gift Card is marked Invalid in the Mztool and customer reports lost/stolen.
What could cause iTunes Match not to work properly?
Internet Connectivity, Device not authorized and iCloud Music Library is not enabled.
What are the fraud indicators?
Gibberish Account information, scripted or templated text or speech, multiple credit cards from different geographical locations
Who handles iCloud issues and refunds for iCloud storage?
Tech support
What does iTunes in the cloud include?
Automatic downloads, purchases from iTunes, iTunes Match
What is required for automatic downloads to occur. Name two things.
They must have power, internet connectivity, be logged into the same Apple ID, and Automatic Downloads enabled for that media.
How do you create a folder?
Press and hold the app until it jiggles then move it over to another app to create a folder.