Verification
True or False: You can use a member’s “preferred name” for verification.
FALSE
Besides verifying the name match, you should instruct the member on this to avoid delays.
to send the wire notification/bank receipt to Buyer AR
True or False: Cardholders can visit any Copart yard.
True
Name the three things you must check before walking the member through a refund.
What are: no preliminary bids, no purchases after payment, and within the 7-day period?
When a member requests a refund, MS must always ask this question.
Would you like to permanently close the account? Or do you want me to leave the option for you to come back
If a caller leaves out part of their verification, you can respond with this phrase.
“Thank you, but for security purposes, I will need you to verify your FULL name”?
We aim to process wire transfer rejections within this timeframe.
one week
The only licensing forms cardholders can submit under their own name are for this type of card.
BID Cards
If all criteria are met, where do you direct the member to process their refund online?
Profile Icon > Account Settings > Memberships > Refund Membership
True or False: Mailing address verification is only required if the member is closing their account.
False
Before unlocking the processor or changing the mailing address, you must verify this.
PID number
If a rejected wire hasn’t been returned within a week, what should you do?
What is escalate it to your supervisor?
True or False: Cardholders can update the account’s email address.
False
Name one situation when you would send a downgrade request to Taco Chat.
when the Premier member has also paid for Basic membership first
When not closing the account, which reason code should be used to inactivate it
“Other”
True or False: It’s okay to tell the caller where on the website they can find their information for verification.
True
Name one probing question to confirm policy understanding.
“When was it sent?” (Other acceptable: “Is this for lot [lot #]?”, “Have you already sent the wire?”, “Did you send the w/t notification?”
Cardholders cannot request these if they result in account downgrades.
refunds: suspension of the account
If Auto Annual Renewal is set to "Yes," what should you instruct the member to do?
disable Auto Annual Renewal under Account Settings > Membership > Disable Autopay
Besides the deposit, what other funds might you need to include in the refund?
Unapplied Funds (UF)
Only this person can authorize suspending an account, requesting a refund that results in a downgrade, or changing the email address.
account owner
When a member asks to expedite a rejected wire, what’s the correct response?
We are processing them as quickly as possible and will address your request in due course
Wire transfers sent by cardholders will have this outcome.
they will be rejected
If the deposit is older than 6 months, what must happen?
must be mailed out after verifying PID and confirming the mailing address
Why is asking about refund vs closing critical before proceeding?
to ensure the correct process is followed based on whether they want their account closed or kept open