Card Replacement
A customer says, “My card went on vacation and never came back!” What should you do?
Block the card and start the replacement process
A customer says, “My card ghosted me 👻.” What does that mean for you as an agent?
It’s likely lost — block it and replace
What are the shipping methods and their timeframe
Standard 7-10 Bizz days
Expedited 2-3 Bizz days
Overnight 1-2 Bizz days
A customer calls to replace a card but fails identity verification. What should you do?
Politely refuse and advise them to visit a branch or retry verification
What is the first step an agent should take when a customer requests a card replacement?
Verify the customer’s identity
Your card replacement system is loading sloooowly 🐢. What do you tell the customer?
Apologize and inform them the process may take a moment
Your customer’s dog ate their card 🐶💳. What’s the correct next step?
Laugh, then verify identity and replace the card
Reason of card Replacement?
Lost
Stolen
Damaged
Personalized
Compromised
A customer says their card melted in the sun ☀️. What should you not ask for?
Their PIN or CVV
What are the shipping companies that deliver the cards?
FedEx
UPS
USPS