Primary Verification
This is how much of a customer's name is required when talking to the supposed account holder
What is their full name including first AND last name?
We can use this as a secondary verification method, as it is tied to what allows the customer to make account purchases.
What is the last 4 of a card on file.
Someone is trying to gain access to their account and experiencing problems, however we can share this advice to ALL customer's experiencing issues gaining access to their accounts as it is standard among all Afterpay customers.
How to troubleshoot logging into Afterpay accounts.
A merchant or bank teller calls us stating they are working with a customer on a refund. We are required to do this before discussing account details with the merchant or bank.
What is speak with the customer, verify the account, and gain verbal agreement from the customer before speaking in detail with the merchant?
What is fraud?
This piece of information can be used to not only verify a customer, but to ideally send external information such as a macro.
What is the customer's email address?
We can use this as a secondary verification method, as it is the reason they owe us money.
What is the Afterpay order number?
This process can be frustrating as we may not have the SPECIFIC reason, but all customer's can receive helpful tips/tricks to get approved, whether or not a verified customer.
What is an order decline?
A very upset caller states they show charges on their bank statement from Afterpay, but that they've never signed up. These are the 3 things we recommend that customer do.
What is speak with a family member, call their bank, and file a police report if needed.
This is what happens to you as an agent when you provide account specific details to a customer who is unverified.
What is auto-fail your CA score?
This piece of verification information should be the number one way in which we locate a customer's account.
What is a customer's phone number?
We can use this as a secondary verification method, as it is most likely WHERE they will be receiving their item ordered.
What is the delivery address.
Someone wants to shop with Afterpay for the first time but is not sure who we are partnered with. We can share these 3 ways for customer's to find out as they don't need to be verified for this information to be given.
What is go to the merchant site, check out the Afterpay website, or download the mobile app.
A Spanish speaking customer is having difficulty understanding a call in English. We can recommend a customer do this, in order to assist with the account.
What is have the customer call in using a translation service.
This is what is required when doing an outbound call back to a verified customer.
What is another attempt at verification and a statement that the call is being monitored/recorded.
A customer must be at least 18 years of age (19 in Alabama or Nebraska for certain situations.) This piece of information on the account helps Afterpay show that at the time of the account being created, the customer claimed to meet that legal standard.
What is the date of birth?
We can use this as a secondary verification method, as it is tied to the Afterpay order and will confirm WHO they will be receiving an item/refund from.
What is the last merchant they shopped with?
Someone was recently the victim of a creepy stalker. They changed all of their personal information (email, phone number, etc.) We can tell a customer how to make these changes themselves if they can't verify their account by recommending they do this.
What is log in to the app or website and go to their profile settings? (Use self serve services).
Caller states they are the account holder's spouse, getting a divorce, and share a bank account with the account holder, but that their card isn't the one on file. They want to close the Afterpay account outright to prevent additional orders. This is what we will do with the caller.
What is refuse the request as we must be speaking with the account holder to make changes or provide information and refer them to the spouse. If they claim the card is theirs then we can freeze the account for a third party dispute.
This is the ideal time to attempt verifying your caller, as to prevent potentially giving account specifics later in the call.
What is after your opening and responding to the customers concern?
This piece of PRIMARY verification is used if a customer strikes out on answering email, phone number, or date of birth incorrectly.
What is the address?
We can use this as a secondary verification method, as it is directly tied to WHEN the funds were paid to us for their order/s.
What is the date of the last installment payment made?
These are 5 examples of situations, which would not require us to verify a customer as it would just be providing general information.
What is how to log-in, how Afterpay works, who we partner with, signing up with Afterpay, how Afterpay makes money, why customer's may be declined, how to make a payment, how to contact us, how refunds work, and certain third party support situations.
"I'm FBI agent Burt. Maclin. I'm working a murder case involving the Afterpay account holder. It appears the victim placed an order with you but had it possibly delivered to an alternate address. What was the list of merchant's shopped with and the amounts of those transactions?"
This is what we will do for Burt Maclin.
What is recommend Burt email us a copy of a court order or subpoena so that we can have our level 2 team work on providing the account specific details as requested.
This is the term for when fraudulent callers attempt to gain personal account information through trickery or intimidation.
What is vishing or phishing? (Social Engineering)