Refunds
User requested a refund for a purchase that was billed through Apple (iTunes). What should you do?
Redirect to Apple. (Advise to contact Apple)
User wants to join family group and use Family Plan but lives in a different city and has issues joining. What can you suggest?
Will not be able to join, can get an individual plan instead. The family plan is designed for those who are living in the same household.
Which of the following is not a paid feature?
1. Picture in Picture
2. Queue videos on mobile devices
3. Auto-play
4. 1080p Premium (enhanced bitrate version of 1080p)
Auto-play
What state you will choose for a case where you provided the necessary information to the user that should reply to their question?
Solution offered
It's a live interaction and user says: "I would like a refund for YouTube Premium subscription". User is authenticated. Which additional information you need to proceed?
Reason for refund
What is the age restriction to join family group as a member?
No restriction. Just needs a Google account
With YouTube Music Premium you can download music on which devices?
Mobile (Android, iOS)
What is the best way to authenticate a user that has an Android device in a live interaction?
Device Prompt
User requests refund: “I cannot afford the subscription any longer”/“It isn't worth it. I’ll go find something else” - these are examples of what reason for Refund? Within how many days can we process it in general?
Purchase remorse. 65 days.
User is trying to join a family plan, but he’s getting an error when trying to accept the invitation. What do you need to ask the user?
What is the error message/ screenshot
For what period of time can user pause a premium membership?
4 weeks to 6 months (1-6 months)
Where can you check when the user will be charged next for their subscription?
YT Subscription Workflow
You see that user is requesting refund for friendly fraud. You see they already got refunds for the same reason for the past 4 interactions that she had with YouTube Premium support, and that the previous agents had already provided information on how to prevent accidental purchases. What should you do?
Consult to Tier2 (Possible refund abuse)
Is there a limitation on how often you can join new family group? Can you be in several groups?
Once in 12 months / No
The user doesn't want to have background play in the main app. What can you suggest?
Turn off background play in the settings.
-What is a UEI?
-If we see the signal, do we always need to educate user?
-Do we always need to submit workflow?
-User education initiative (YTM pitch)
-No. Ex. we don't educate when user is angry.
-Yes, always submit workflow even if you didn't educate the user.
User reports unauthorized charge that they see on the bank statement. User is authenticated. What is the first thing you will do?
Check user account for charge.
Family member contacted you asking to cancel and refund Family plan. What can you do?
User is billed every month on the same day as they first purchased subscription.
What do you need to do if you see SPII in the attachment or in the case?
Delete attachment, mask SPII