Introduction & Onboarding
How much is the metal card fee?
$35.00
Can a cardholder with a terminated card status reapply in the future?
NO
What is the feature that would allow us to apply a cardholders direct deposit payments automatically each pay day?
Auto Apply
This is the bank account status where the user verified their bank account using micro deposits.
Valid
How do we closed a credit card? How do we cancel a credit card application?
To close a credit card, we can flip the status to terminated In perpay admin. To cancel a card application, we use the card application abandon tool.
What is required to keep the card active?
A minimum direct deposit from each paycheck
What is push provisioning
When a cardholder gains access to their digital card before receiving their physical card in the mail.
Can a user turn on auto apply themselves before their card is provisioned?
No, they must call in.
What are the two options a user has when there is a negative balance on their card?
1. They can leave it on their card to pay for future purchases.
2. They can withdraw the funds to a verified bank account.
What are the 4 main unsupported transaction types?
peer to peer, gambling, debt for debt, & cashback advance
What groups of people will receive an automatic rejection for their application?
Unsupported employers, 1099, self employed users, employers that are unable to split direct deposit, residents of New Hampshire, and those who live outside of the USA.
What is the difference between the physical and virtual cards?
They have a different card number, expiration date, and CVV.
What documentation is required when a user wants to change their shipping address for an account that is less than 30 days old?
Photo ID and a bank statement or utility bill from the last 30 days.
When a direct deposit payment is received, how will the payment apply? (payment application flow)
Card minimum payment (if the user has a Perpay Credit Card)
Marketplace minimum payment (if they have a Marketplace Order)
Card balance
Marketplace balance
Account balance
How can we identify a pre-authorization hold?
A temporary reservation of funds on a credit or debit card, rather than a final charge. It's used to verify that a card has sufficient funds and is valid before a final transaction is processed. The hold reduces the available balance on the card until the transaction is finalized or the hold expires.
Preauthorization holds are typically placed on a cardholders account by hotel or rental car merchants. These will show as in a pending status
If a card application is rejected, how long do they have to wait to reapply?
30 days
What are the different fraud types?
Initial Fraud Alert, Military Alert, and Extended Fraud Alert
Where do we find the age of a cardholders CARD account?
Their first activated credit limit under the card tab on Perpay Admin.
What are the two outcomes of a transaction dispute and what happens to the provisional credit in each scenario?
Case won
If the dispute is won by the cardholder, it enters the case.won state. Marqeta completes the following actions:
If a provisional credit was not issued at the time when the dispute was initiated, the customer’s account is credited for the amount of the dispute.
If a provisional credit was issued at the time when the dispute was initiated, no further action is required.
Case lost
If the dispute is lost by the cardholder, it enters the case.lost state. Marqeta completes the following actions:
If a provisional credit was issued when the dispute was initiated, the provisional credit is reversed by debiting the customer’s account in the amount of the dispute.
If a provisional credit was not issued when the dispute was initiated, no further action is required.
Under what circumstances would a card be suspended for fraud?
1. Perpay HQ suspended the card for suspicious transactions, payment history, or identity concerns
2. Cardholder requested to have their card frozen due to it being misplaced or for other security reasons
What are the three different ways a user can set up their direct deposit payments?
default set up, manual set up, and direct deposit form
What are the two ways a cardholder can have their digital wallet token activated?
SMS OTP: MQ sends a verification passcode to the cardholder via SMS. The cardholder enters the passcode into the digital wallet for identity verification. The Marqeta platform transitions the digital wallet token to ACTIVE.
Call Verification: – Cardholder must call our customer support number. Using the MQD, our agents can transition the digital wallet token to ACTIVE.
What is the full process for processing a replacement card?
1. Confirm the new shipping address.
2. Check the age of their card account
3. If it is over 30 days old, we can update their address and process a replacement with the reship tool on Admin. If their account is under 30 days old, we would have them send in a photo ID & bank statement or utility bill from the last 30 days to our email.
Under what circumstance would we write off a transaction dispute?
If the disputed amount is under $25.00.
What are the two outcomes of a transaction dispute and what happens to the provisional credit in each scenario?
In favor of the customer
In this scenario, the provisional credit will remain on the account but become spendable.
In favor of the merchant
In this scenario, the provisional credit will be removed and the amount of the dispute will be added to the customer’s balance.