Research & Procedures
Limitations Types
AFR's
Spoof
Stolen Financials
100
This field in Attack and Admin shows what the customer needs to do to lift the Limitation.
What is 'Appeals Steps'.
100
What are the two most common Appeals Steps for UAA Limitations?
• Change PW & SQ • Location Confirmation (or Alternative steps)
100
Name the Frontline article that will BEST assist you with handling AFR's.
"AFR Procedures", Solution ID: 91683
100
Describe the difference between a Parent and a Child case.
Parent Case= Investigation of the unauthorized account access. Child Case = Separate investigation for each unauthorized Transaction that occurred.
100
What is the main difference between Spoof and Stolen Financials situations?
Who created the account – the customer or the fraudster.
200
There are many important areas to research in a Limitation. Name 4 key things.
Activity Log, IP Summary, IP Geo Location, Linked Accounts, 5 Most Common VIDs, FSO's, Login patterns, Profile changes.
200
What is the purpose of Merchant Vetting Limitations, and how do we handle them?
Merchant Vetting limitations are placed when additional information is needed as part of the vetting or application process for Website Payment Pro and Virtual Terminal. Assist the customer in supplying the documentation requested. If the customer has provided docs or completed steps, transition the case to 'Review'.
200
If the customer states that a Held /AFR transaction is unauthorized, what should you do?
File a spoof claim. This coverts the AFRs to Spoof child cases.
200
TRUE or FALSE - We must always place a Limitation when a customer calls in reporting Unauthorized account access.
FALSE. If the customer still has access into their account, simply having them change their PW & SQ will prevent further unauthorized access. In this way, we will save PayPal time and $$.
200
What are the two ways to initiate a Service Request for Stolen Bank?
Service Log> New Request OR Quick Links> New Request
300
What is the most efficient place to review both IP and Linked account information on a Limitation?
FOP
300
In what situation would we run the 'Charity False Positive Macro'?
When the customer is NOT a non-profit business, but they have a 'Compliance DD Charity' Limitation and are being asked provide non-profit documentation. This will initiate changing them back to a regular account.
300
When can you close the AFR Attack case (cancel the AFR) for the Seller?
If the seller states they want to refund the buyer, or that they are not shipping the item.
300
Where do you go/click to first initiate a Parent case?
Risk Page> 'Most Recent 10 Potential Spoofs' section.
300
When Pending a Transaction, what is the name of the botton you click to attach it to the case?
'Make Pending w\Attack Case’ button.
400
Name the 4 criteria of a Peek IP.
• Used only once • Accessed for a short period of time • No changes made to the account • Occurs before the actual spoof changes and transactions are made
400
Explain why Enhanced Due Diligence (Compliance DD) Limitations are placed, and list 3 types of business/organizations that fall into this category.
Enhanced Due Diligence (EDD) is required for industries that are classified as "high risk" for money laundering and/or terrorist finance. Businesses in this category are NOT illegal but ARE regulated, such as: • Money Service Businesses • Real Estate • Stocks, Bonds, Securities, & Related Certificates • Auto Dealers & Auto Parts Dealers • Charities and Non-Profits • Collection Agencies • Dealers in Precious Metals/ Precious Stones and Jewels
400
What you click on to see the TYPE of AFR hold on the transaction, and if it is Seller Protection eligible.
The 'Transaction ID' link, then the 'Transaction Details' page.
400
When checking a Spoof claim status for a customer, where in Attack do you look to see if the Seller is covered for SPP?
'Outcome' field in the Child Attack case.
400
Detail the procedures to follow for a UAA Limitation on a a WAX account.
• Follow Stolen CC Procedures: • Place a ‘BRM Confirmed Stolen CC’ limitation on the account. • File a Stolen CC claim. • Remove the Appeals Steps, (No Appeals) as customer does not need to respond.
500
You are doing casework and researching a UAA limitation. The customer uploaded a Driver's License but it is very unclear. They have changed their PW & SQ, but the IP is not a Geo match. Explain in detail how you would proceed, and the steps you would take.
• Transition the case to 'Request Additional’. • Delete the contents of the automated e-mail. • Click on the 'F' Fraud Macro> 'C' CLIPS> ‘Request Additional’. • Select Criteria to create the e-mail, place the curser in Attack e-mail field, click F9 to genrate new e-mail.
500
Why would we place a 'BRM – Spoof Malware' Limitation, and what would be the lifting requirements?
Placed when we believe that the customer has a virus or other malicious software on their computer. Lifting requirement for this limitation should be set to: • Change PW & SQ, and LoConf (same as for other UAA limitations). • Ensure customer has run virus scan software and removed any threats. • Email or verbal acknowledgment of this is sufficient.
500
There are 9 Types of AFR's... Name 4 of them.
1. Suspicious CC Use 2. Suspicious Bank Account Use 3. Suspicious Balance Payment 4. Probable Not as Described Seller 5. Probable Non-Receipt Seller 6. Probable Unauthorized Account Access 7. Confirmed Stolen Bank 8. Confirmed Stolen Credit Card 9. Other
500
A customer is claiming they have an unauthorized transaction/ During your research, you find that the transaction in question is already held in an AFR. What would be the appropriate course of action?
File a Spoof Claim, which will close the AFR and automatically open it as a Child Case.
500
List the manual steps to filing a Stolen Credit Card claim.
STEP 1: Limit the Account STEP 2: Pend the Transactions STEP 3: Advise the Caller
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