Verification
True or False: We cannot accept a customer's phone number as part of the primary verification
False
When can we lift the freeze on the account of the customer if it was frozen due to a 3rd request?
Once all payments have been paid.
What is the highest rating you can get for your Greeting?
3
What macro should we use if the customer is asking for a refund and we see that it's already reflected on the Admin Portal?
Refund:: Confirmation
3
Give at least 2 information that we ask the customer for Secondary Questions.
The date of an order using Afterpay
The name of a store/merchant the customer purchased from or order number
The date of an instalment that was paid
The last 4 digits of the card on file
What would should we do if a customer is requesting to reinstate the account from being frozen from 2nd request but they haven't paid just last 1 payment out of the 10 that we moved?
Decline the request
Yes.
What is always required whenever you refer a customer to the merchant?
We are only allowing moving payments up to 23 days if the customer has experienced disaster, fire, or loss of someone.
No, we don't offer that. We have to proceed with payment arrangement.
Is this accepted for verification?
Admin portal: Denzel Enriquez
Zendesk: Drnzel Enriquez
Yes, as long as all other points of verification match.
What are 2 things that will happen if we remove their one and only card on file as lost/stolen/canceled?
It will freeze their account and move upcoming payments to 2 weeks from today's date.
What do we call the subscription that customers pay that allows them to be able to purchase in-store?
Afterpay Plus Card
What will happen to the refund if the customer disputes that specific transaction before the merchant processes the refund?
It will fail.
True or False: We assign the ticket to Hardship level 2 if the customer needs more than 5 years to pay.
False. We assign it to Collections.
Can we accept this address for Verification?
372 Hamilton St., 75067
Yes. Verification SOP says: Apt/street number, name and postcode OR suburb registered to the account
Where do we transfer the ticket once the customer pays all moved payments from 2nd request and they want to lift the freeze?
We don't transfer it. We lift the freeze.
What is the highest score that you can get with Process
30
What do we call an order that is not on the merchant's system but is on Afterpay's system?
Order mismatch/Ghost order
After typing the email, suspending the account, and leaving notes, what are 2 things we should do to the ticket?
Submit as on-hold, put a review date of 2 days.
True or False: We can accept a customer's last order's order number as part of PRIMARY verification.
True
What macro should we use if the customer is requesting their payments to be moved and you can only move some of them?
Payments:: Request to move payments - good news/bad news
What is Denzel's middle name?
Dugenia
To what team should we assign the ticket if the customer is reaching out about a failed refund?
Global Fin Rec / Global Financial Reconciliation team.
What should we do if the customer's account has already been sent to Collections and Written-off and they expressed their vulnerability and are now requesting a payment arrangement?
Refer the customer to the Collections agency or advisor to make payments to Afterpay.