PAYPAL
True or False: Customer must ensure that the personal information on file are out of date and matches what we have on file before sending payment.
True or False: If the payment was declined by the card issuer due to insufficient funds, customer must add money to their PayPal balance.
False: CUSTOMER MUST ADD MONEY ON THEIR BANK ACCOUNT/CARD SINCE THAT IS THE PAYMENT METHOD THAT THEY'RE USING.
If the payment is being declined due to limitation/restrictions on the account, what's your next step?
Transfer to Investigations and Regulatory Team (IR/Limitations Team).
Give me at least 2 examples of risk model declines.
Try a different payment method
Add a payment method
Override Attempts
Travelling
If the customer calls in about a payment that did not go through, what workflow will you check?
Payment Decline Workflow
We can override a payment if the decline is coming from the bank/card issuer. Yes or no? Why?
If the payment decline reason shows: Your payment was declined by your bank or card issuer. What should you advise?
Customer must contact his/her financial institution.
What is the ideal timeframe for the customer to retry a payment after multiple declines?
24 - 72 hours
For a payment decline, which KC article would you search for?
TEAM105
HELP419
If the customer is trying to make a payment since yesterday (Risk is being detected on the account, VPN, Multiple attempts, geo location and recent updates on the account). What would be the best resolution?
Resolution:
You can try in a later time (Risk Model talking points)
Reach out to the receiver of the money and try making the transaction outside of PayPal.
Make sure to turn off VPN, check if their travelling outside their city.
Perform override option through PP Decline Workflow (WF) if presented.
Give me at least 3 examples of the common reason for payment declines.
Your payment was declined by your bank or card issuer.
Your card details are outdated.
Your PayPal account is limited.
You need to go through a security check.
You haven’t confirmed the email address associated with PayPal.
You haven’t confirmed your bank account.
You may be required to confirm your card.
If the customer exhaust all available funding sources on their account and the payment still declines, what alternative resolution would you provide?
Customer can try to coordinate with the merchant to process the payment outside PayPal.
What is a risk decline?
If a payment was declined and override is not available, what talking points can you provide to the customer?
"It looks like we weren't able to override this payment. Our security system can decline payments for a variety of reasons. Although I don't have a specific reason, it's usually for the safety and security of our customers."
If there are no declines in Transaction Log, no decline or pimp codes, and your probing questions have determined it is not a risk model issue, what would you tell the customer?