Auth Flow
How many different challenges can a customer be presented with during the Auth Flow process?
Six.
Which SOL ID will you pull up to view some talking points when customers call in to close their accounts?
SOL933.
Account Closure Value Statements / Talking Points
You can issue a refund up to _________days after you receive a payment.
180
When sending an email to our customers, what subject line should we use?
A Message from PayPal
This is a security measure that incorporates Auth Flow while asking the customer to change their password and security questions during a login attempt.
SAFE Flow
Mr. Rose calls in to close his account. He has a small balance in the account and does not want to add a bank or withdraw by check. What can be done to the funds?
It can be donated to charity.
When a credit card payment was made and is being refunded, it may take up to ________ days for a refund to complete.
30
This is a Kana email notification that you receive when taking a call or email from a customer who has ACTIVE emails awaiting a response.
Active Message Pop.
CARE is a workflow available in CS Compass that will help identify actions that have been blocked or declined due to risk (Auth Flow) and provide a path to a resolution for teammates. What does CARE stand for?
Customer Authentication Risk Enablement
What will happen to the unpaid money requests of the customer should he opt to close his account?
When buyers are unsatisfied with their purchase, accidentally sent duplicate payments, or would like to cancel their transaction for any other reason, they can request a refund by doing what?
Contacting the seller.
Where in Compass can you check declined credit card transactions?
CC Transaction Log
Mr. Smith was trying to add a bank account when he was presented an auth flow question. He then called you and you ran CARE. You are then presented the Step Up authentication page which the customer passes. What will be your next course of action?
Advise the customer to retry adding the bank. You should never add the bank for the customer in this type of scenario.
What Compass workflow will you launch to close accounts?
Account Setup - Close Account.
If the payment was made using a bank account, and this bank account is no longer present in the account during the refund process, the funds will then be credited to which funding source?
PayPal Balance.
What Compass workflow will you launch to assist the customer who would like to opt out of email notifications?
Account Setup - Edit Notification Preferences
Enable location services.
Complete the sentence. When a someone calls to close his loved one's account who just died, we will require the caller a cover sheet identifying the account by the _______________.
Primary email address.
When we issue refunds, we credit the transaction fee that was charged to the seller except if their buyer originally paid using what specific financial instrument?
American Express card.
If you have a negative PayPal account balance, we may bring the account back to a zero balance by doing what. Give one option.
1. By deducting any payment received
2. By adding the negative balance to a payment