Why Cancels
Cx calls in for Why Cancel with No RA or Links
RRA (Risk Research Accepted) In Accertify
KB: 190284847
Refund option is greyed but there is no RA
Resolve the order with RRA in Accertify. If you're still unable to refund. Reach out to ACE
KB 863690821
If you believe an account has a known fraud trend present, what should you do after the contact?
Escalate to Ace for Account Closure
When refund and replacement options aren't blue, yet item is within the return window what is the next step?
Contact the MPS
KB 352122230
What should always be ran during a contact?
Link Search
KB 294110831
RRA has been applied multiple times and cx is still receiving cancellations.
Escalate to Ace for additional help
You receive a refund request over $1000
Escalate to Ace via Email
KB 337439045
Customer's email on account is Jessica.Wilson678049596@yahoo.com
Tumbler emails
Seller has been contacted regarding issue but has not replied and its been over 48 hrs. Cx has no RA. What would you do?
Refund the cx
KB 631621568
Links matched by Customer ID indicate what?
The original cx/account
KB 294110831
No RA on acc and there is blacklist under 8 days old
RRA in Accertify
KB 190284847
Cx calls in claiming LAD. Invalid POD but RA is present.
Deny refund and escalate for closure.
KB 261368838
You encounter a cx claiming LAD. There is call center/backgroud noise and many links via ip receiving 5555 scores. Cx immediately requesting spanish interpreter.
Spanish Why Cancels
If there is no pattern of RA or Intent to defraud and the item is a marketplace item what should you do?
Assist cx with a replacement, refund or cancellation. No need to contact the seller.
KB 631621568
Indirect Links
KB 294110831
Cx calls in regarding why cancel, RA is present on acc
Do not apply RRA, provide policy deny verbiage and escalate to ACE for closure.
Cx is stating that the item is too "heavy" to return and is asking for item to picked up at residence. What are the next steps?
Escalate to CRT to schedule a return pick up
KB 337439045
You've taken a few calls recently that all have similar steps or patterns and believe you may be noticing a new fraud trend. What should you do?
Gather details (ex order numbers, defining characteristics, cx behaviors), partner with your TL and explain the trends.
MPS has been removed and the cx has stated they have not received their item or received a incorrect item. What action should you take?
Offer a refund for the item.
KB 157008895
Credit card number, Payment Instrument, Fingerprint Device ID, ThreatMetrix Smart ID are all examples of what?
Direct Links
KB 294110831
Trend Types needed to be escalated to Risk?
FDCGC Challenge/Deny, RA Challenge/Deny, VIP Challenge, MP_SellerFraud, Bulk Challenge, Bulk Cancel, Membership Cancel, QTY Limit.
KB 190284847
Refund was successfully processed back to payment on file. Cx is claiming they don't have access to that card and closed the bank account. What would you advise?
Advise cx to contact FI/Bank
KB 337439045
Cx is claiming LAD on order. There are two items, a hair dryer for $22.36 and a shampoo set for $13.12. After receiving free shipping, cx cancels the shampoo set. What type of fraud trend?
Free Shipping abuse
KB 404119094
How do you report a suspicious seller? (Seller sends incorrect items, haggling, charging return fees without listing no free returns in item description, etc)
Escalate to ACE via email in vcc  ACEAccountReview@mail.nice-incontact.com
KB 129417919
What resolution do you use when finding RA on an account and the cx is a Reseller or their bill/ship address is an apt, lot or walmart store?
Deny (returns/refunds abuse-Reseller)
KB 321277525