Credit Balance Refund
What is the timeframe for a Credit Balance Refund?
Name the two listed in the RA
What is a Daily Cash Error?
Daily Cash Error arises if a customer states there is an error related to the posted transactions of Daily Cash percentage, amount of Daily Cash credited, or amount of Daily Cash redeemed.
Can we activate the Apple Card on our systems?
NO
Customer wants to make a payment and they chat in? What RA do you use and what would you relay?
UD | Schedule one-time payment
Payments cannot be set up through messaging unless the account is past due; advise the customer to make a payment in their Wallet (provide deep link) or to give us a call
Can you process a Credit Balance Refund when their is a installment balance, and why?
If credit balance (-) is showing in the "Payment Information" screen BUT NOT in the "total balance," you cannot offer a credit balance refund -- the credit will remain on the account and will be used to pay the minimum due on the installment monthly until it is used or until further purchases are made that remove the credit balance.
When creating a Daily Cash Error on the amount received, where can you locate them to file the case?
Tip: (click to expand)
Both routes are valid for creating the case
Locate using Daily Cash center (click to expand)
Locate using transaction history (click to expand)
What to ask the customer when you are going to provide steps to activate their physical card?
Their iPhone model and if they have the packaging
Customer chats in wanting to change their address? What RA do you use and what would you relay?
UD | Update address
Walk them through self-service steps
Automated CBS must be processed after a credit balance has been maintained on the account for 60 days
How to find out if a Daily Cash Error case has been created?
Can a Owner activate their minors' participant Apple Card?
Yes
Customer says their account is restricted and their is a "Apple ID Recovery" flag on the account. What RA will you pull up?
UD | Remove "Apple Account Recovery" restricted account status
How long does a CBR needs to be processed?
Customer requests for a CBR must be processed within 7 business days of receipt of a request
If the customer buys something with original price of $2,000 and uses $500 in trade-in credit. What is the value of what the customer will earn Daily Cash on?
The value of what the customer will earn Daily Cash is on $1,500.
What can you use to follow the steps you are providing to the customer?
The Visualizer
Customer purchased an iPhone in person but wanted it to be in installments. What RA do you use?
UD | Move balance to Apple Card Monthly Installments
What happens if there is no linked bank account for the CBR?
Two outcomes can occurr
If account is not linked: Link new payment method
If customer does not specify a bank account for the CBR to be sent to, the default bank account will be used and a check will be issued if no bank account exists
Can a case be created for pending transactions?
A case cannot be created for Daily Cash on pending transactions. Daily Cash will be earned based on the posted amount once the transaction settles.
Where do you transfer if they have issues with their physical card?
You Don't
JOB AID | When to transfer a chat
Don't: Transfer issues with physical card to Apple (refer to applicable RightAnswers articles)
Customer states they currently experienced a natural disaster. What RA do you use?
UD | Receive request for disaster relief