💲💲💲Cash App MSG💲💲💲

General

100

What QT would we use if the cx needs to change the email address linked to their account? 

Cash App {Edit/Add Alias}

300

What happened to a payment that fails, and the error says "Declined"?

If a payment shows Declined, the transaction was declined by the sender’s card-issuing bank. There’s nothing we can do to help. 

Cash App {Declined Card - Sender}

500

Wha are the ATM Limits and when do they reset?

$1000 weekly and reset on Saturdays at 6 PM CST

700

"I received a cash app card that I didn't order. I don't even have a Cash App account!" 

What steps should we follow in this case? 

1. Make a post and include "Unsolicited Cash App card" 

2. Use the QT Cash App {Card - Unsolicited - Request Info}

3. Transfer to "Risk ID Theft" 

1000

What features are impacted by a Marqeta Suspension? 

Marqeta suspensions affect a customer’s ability to place a Cash App Card order, activate a card, perform transactions, and receive direct deposits.

  

Cash Families

100

What is the age range for a sponsored account? 

13 to 17 years old

300

Where can we find out if a teen is being sponsored? 

CF1 - Top of the lightning panel 

Regulator - Sponsored Pill at the top or "More" > Sponsorships

500

What are the P2P limits for a sponsored account? 

Send and receive $1000 per 30 days

700

How many sponsorship requests can an unsponsored minor send in a week and a month? 

2 times per 7 days or 4 times per 30 days

1000

What are the steps for the Graduation process? 

In-app steps

• Full Access for 18+ (activity feed, Family section) >
• More features, complete privacy, higher limits >
  • Agree to terms and conditions
• Next, let’s verify your identity >
• Fee details for your account* >
  • *Only displays if the sponsored account has a Cash App Card
• Enter full legal name, birth date, and SSN >

Taxes/Investing

100

What is the department that handles the Investing inquiries? 

Investing Triage

300

TRUE OR FALSE?

Failing to transfer all Stock Investing related cases to the Investing Triage queue is a P0 violation.

False

500

What type of customers are eligible to receive a Tax Form? 

Investing, Bitcoin and Cash App for Business customers

700

When transferring a case to the Investing queue, if the customer asks how long it would take to hear back from our specialty team? 

Cash App {Investing - Transfer Timeframe}

1000

What is the ETA for a Tax Refund Direct Deposit? 

We do not provide a concrete time-frame

Complaints

100

"I hate Cash App, you guys suck!"

What is the tier of the complaint? 

Tier 3

300

How many complaints can you file per case? 

1

500

"I know where you live and I’m going to be there tomorrow"

What type of complaint is this? 

Abusive Customer

700

What scenarios are considered Tier 2 complaints?

Manager escalations and reopened complaints

1000

What is the process to file a Tier 1 complaint?

1. Cash App {Looking into issue} 

2. Escalate to MET

3. Use Cash App {Complaint Logged - Add On}\

4 Confirm Email

5 File the complaint in CF1

Surprise!

100

After we use the "Toggle" option, how many minutes does the customer has to answer? 

5 minutes

300

TRUE OR FALSE?

After resolving the customer's request we can set the status of the case as "Closed" 

False

500

What is a Jira?

Jira is the internal tool we use to track bugs, manage projects, and escalate issues to the appropriate teams. 

  

700

What do we do if the customer's balance is "Frozen" and we find the hashtag #CP:INV

Transfer to the Cash Civil Process queue

1000

What are the 5 steps of service? 

1. Introduction

2. Empathy

3. Confirmation and Explanation

4. Educate

5. Close with impact