LP

Closeouts/Dashboard

100

True Or False 

Waving a fee for a customer is a credit and therefore must be entered into the dashboard.

*Dwight voice* False

A credit is money you are giving a customer, by waving a fee you are just voiding the fee

*Credit Applied Dollars: Any credits you have provided the customer with.*

200

True or False

When a customer surrenders merchandise, they are not eligible for snap in the future.

• Not eligible to apply for snap in the future

300

In what situation should a partial retrieval be entered into the dashboard as "Dispute Resolved"?

• *Note: If the account is remaining open after the invoice adjustment then it must be entered as a “Dispute Resolved”, if the invoice adjustment is closing the account then it must be entered as “Partial Retrieval”*
• *Dispute Resolved When a resolution has been made with the customer or merchant, and the customers payments are back on track to get the account paid off.*

400

From Scorecard section

• To ensure that you are on track to meet these metrics, you should be closing out __ accounts a day or __ accounts a week

*To ensure that you are on track to meet these metrics, you should be closing out 5 accounts a day or 25 accounts a week*

500

How is Additional Recovered in the dashboard calculated?

Total Paid( in snap app of all "dispute resolved" entered) - ( LP Payments + Snap Payments) = Additionally Recovered

More Random

100

What is a talk off for when a merchant is wanting more than a 25% restocking fee?

• If merchant pushes for more advise that they can resale merchandise and make their money back, whereas Snap is out the merchandise and the 25%

200

When you get a new account what should you do on the account before contacting the customer? 

• Add a priority note stating agent working the account, date assigned and how much the customer has paid on the account.

300

In the dashboard, what is the difference between "Assigned Date" and "First Contact Date"?

• Assigned Date: The day you receive your new accounts from Elvira.
• First Contact Date: The day you first reach out to the customer via phone or email.

400

When you have a question on what to do on an account, what should you do first before asking a Team Lead?

1. ___________

2.____________

3.____________

4. Ask A Team Lead

1. Check LP Procedures

2. Ask your neighbor

3. Post question in chat

4. Ask A Team Lead

500

You are working an account that has fraud and are not sure how to handle it or what to do next. How do you go about getting an answer?

1. Check LP Procedures

2. Ask neighbor

3.Teams for quick answers.

3. Email FIT, set follow up on the account for the next day and wait for their response

4. Unless its some crazy urgent manner, like someone might die over it, DO NOT WALK OVER TO FIT AND DISCUSS THE CASE

FIT is extremely busy, walking over to ask them interrupts their workflow and waiting for them to return slows down your work flow.

Working on accounts

100

In order to resolve the customers account, the merchant and customer have agreed to exchange a couch for different more expensive one. How does this get done/what happens next?

Because a new agreement must be signed, this needs to go to MS

*If with the new adjustment increases the invoice, it must be sent to merchant support to complete*

200

Who do you send dispute 17 to and what template? 

• *Must Fill Out Dispute 17 Template (One Drive-> Templates) and send to [e-mail].*

300

Refunds are issued when coverts are

1.______________

2.______________

Refunds are issued when coverts are successful or after the first attempt

400

If the merchant is not working with us, but we have decided the that an invoice adjustment needs to happen, what is a quick resolution?

Do not affect funding, merchant is not affected and the customer does not pay that extra amount

*When a merchant is not working with us but we still need to make an invoice adjustment, for a quick resolution we can choose to not affect funding. This makes it so the merchant is unbothered but we are giving the customer a solution so they can continue payments.*

500

Give an example for each of the following

Lost, Stolen, Damaged

that qualifies for LSD

*

• Lost – Lost in the mail, not that they were careless and lost it
• Damaged – Damaged upon delivery, not after months of having merchandise
• Stolen *

Random

100

When sending requests to leads, why is it important to make sure you are sending it from your own email and not the teams?

So that the leads can respond to the person making the request letting them know if it was completed or not

200

Who on the team handles bankruptcy Accounts?

No one.

*Loss Prevention does not handle bankruptcy accounts.*

*Send an email to Tonita Jones with the information gathered*

300

How do you apply a credit to an account?

• To apply the credit
• Go to the “Supervisor” tab, under adjustments select “Credit Acct” and fill out credit info

400

In the dashboard, what should be entered into "LP Payment Dollars"?

• LP Payments Dollars: Total Amount Paid listed in snap app the day you are adding the account to the dashboard minus the total amount paid that was listed on the account the day the account was assigned to you.

500

Fill in the blank

When customer qualifies for LSD they are still responsible for _________

• Note: When customer qualifies for LSD they are still responsible for the Snap funds used.

Working on accounts2

100

Fill in the blank

Note: If customer is claiming stolen bank information or if there is already a police report on file _______________________

• Note: If customer is claiming stolen bank information or if there is already a police report on file, it needs to go to [e-mail] immediately

200

Customer is claiming we caused overdraft fees, how do they prove it and when is it enough proof?

They must provide a bank statement.

Bank statement must have the customers name on it and it must show that snaps withdraw caused that overdraft fees and not a prior charge

300

Fill in the blank

After a merchant has failed to respond to the 72-hour email, and it has been 48 hours since they were placed on manual funding, ____________________

• After a merchant has failed to respond to the 72-hour email, and it has been 48 hours since they were placed on manual funding, send covert email (Common Dispute Solutions => Request Covert) to [e-mail].

400

Before any invoice adjustments can be made to an account, we first need to _________

• Before any adjustments can be made customer/merchant must send in proof of the correct invoice or the new invoice amount

500

What attributes need to be added when a customer says "Do not contact me" ?

• Add attributes “No Calls”, “No Email”, “Do not contact” and “No text message”