Internal Policies
The fee paid when returning a DNA kit
What is the $25 lab fee
The first and most important step in the DNA process.
What is activating the kit online?
The place where you can find a claim code for a DNA kit as well as who activated it.
What is the DNA admin tool
The place where we can locate internal policies
What is SOS?
The time it takes for a subscription refund to process in NA
What is 3 - 5 BUSINESS days?
The process of providing a replacement of an activated DNA test
The method(s) used to deliver DNA results to the member once completed.
What is notification by email or text to view results online?
The resource for locating TP internal information, training, timecards, communications, and more.
What is CCMS?
The place where we can locate Ancestry.com support when customers are having issues?
What is support.ancestry.com
The time it takes for a DNA refund to process
This information is required to cancel an account on behalf of a member who cannot verify an account
The list of countries where AncestryDNA is available.
The tool we use for locating internal policies, updates, and sales information.
What is support center? Search for keyword "delete"
The amount of time from the original order date a customer must wait before we reship a DNA kit.
The amount of time that a customer has to call in after a renewal to get a full refund without supervisor approval
What is 7 days or 30 days if a standard refund exception can be made
The current tests we offer.
What are ancestryDNA ($99) and AncestryDNA + traits ($109)-- both tests are autosomal
The tool we use for questions related to ancestry.com and educational resources
What is support.ancestry.com or support center?
The document used when a customer calls in disputing their DNA Ethnicity or Match results.
What is SOS? Search for keyword "dispute"
The amount of time it takes to receive a reship of an order with standard shipping.
What is 7-10 BUSINESS days? The reship is sent out in the same way that a regular DNA kit is sent.
The information required to verify account
Bonus Answer: Phone number, CC information, Recent search history
Can a customer change their privacy settings for matches or display information after the initial activation?
What is yes?
What is click on start, click on ancestry folder, and open the Tracking Portal?
What is the document used when a customer calls in about a Family Search or LDS subscription?
What is SOS or Support Center?-- both have documents and you can search keyword "LDS" to find both
What is the amount of time it takes for a response to an ER
What is trick question? We don't EVER give out a time frame for an ER.