Flashback from the past
You used to do it when getting a R1 ticket.
What is Escalate?
It is a connection we need to establish with the user showing that they reached the correct place to get help.
What is Safety?
This is the workflow we use when we need to find an alternative accommodation for an Airbnb user.
What is Rebooking Assistance?
This is the help center article related to 2020 pandemic cancellations.
What is Extenuating Circumstances Policy and the coronavirus (COVID-19)?
This happens when we connect the user with a member of a different team on the phone.
What is Warm Transfer?
Additional button in Nova Reservation page which allows you to process refunds.
What is "Transfer Money" button?
Whis is the workflow which lists how much Airbnb money we can spend.
What is Refund Guidelines & Losses Workflow?
This article describes how guest and host can send money to each other, sometimes with your help.
What is "What is the Resolution Center?"
As CE agent you were not able to write them. Well sometimes.
What are Admin Notes?
We need to establish it with the user to give them a step by step instructions how the investigation will work.
What is Order?
We will set it up for a user who is not responding.
What is a Deadline?
This article teaches hosts how to make a claim on their Security Deposit.
What is "What do I do if my guest breaks something in my place?"
This is something related to outcome of the ticket, which you can do now, but could not do in CE.
What is Final Decision?
What is an Interest?
This is the only type of rebooking that you will not handle. You will give it to a TL.
What is Hotel Rebooking?
This article will help hosts who are not sure about the guest behavior during reso.
What is "What should I do if I'm uncomfortable hosting someone?"
This is something you did in the past in CE and will do in all other teams in the beginning of a call as well.
What is Authenticate?
We need to establish this when talking to a user to make sure we understand the issue.
What is recognition?
That's how we would define a situation where the guest cancels because the host asked them to do it.
What is Misclassified Host Cancellation?
Hosts from Cyprus will find information about their hosting obligations in this workflow.
What is "Responsible hosting in Cyprus"