Account Take Over
(ATO)
(ATO)
If you’re unsure of what workflow to use what QT should you use in Messaging - Account Takeovers (ATO)?
Cash App {Unclear Fraud NMI}.
If a denylisted customer requests their direct deposit (DDA) account information. What QT would we use?
Cash App {Denylisted - DDA Account - Request Info}.
What Ka would we look at to determine what problem tag to apply to a case?
Knowledge
Internal Support - Problem Tag Dictionary
If it is unclear if the customer has an ATO, Lost/Stolen Device, P2P Dispute, or Cash Card Dispute. What QT am I?
Cash App {Unclear Fraud NMI
My Pin was Changed would we follow the ATO workflow? What QT would we use?
Cash App {Secure Account}
If #DISPUTE_ABUSE_DL_MON_DD_YYYY is present (mon_dd_yyyy will be filled with the date the action occurred), or if there is no hashtag comment at all,.What QT would we use?
Cash App {Denylisted - Transfer}
When a customer reaches out about declined unauthorized Cash Card transactions, meaning no money was lost in the transaction. What Problem Tag would we use?
Problem Type: Fraud & Scams-Suspected scam
I sent a payment to my cousin and now I want it back. What QT am I?
Cash App {Cancel Authorized Payment}
When our Risk system detects suspected ATO activity on a customer's account what banner would be displayed at the top of the REG page and what QT would be used?
ACCOUNT HAS BEEN LOCKED-ATO, Cash Risk {ATO Lock}
If a customer opens an account that is hardlinked to previously deynylisted accounts, the risk evaluation system may denylist the account shortly after it's been opened. What QT would we use?
Cash App {Denylisted - New Account Pushback}.
When the customer inquires about the Borrow feature, including interest rate, repayment options, and how-to's. What Problem Tag would you use?
Problem Type: Getting Started -Borrow
Senders of peer-to-peer (P2P) payments may request to cancel a dispute they filed with their bank. Both the Sender and Recipient may contact support about a dispute being cancelled. What QT am I If i ma talking to the sender?
Cash App {Payment Dispute Cancelled - Sender}
What Team handles ATO?
Cash Risk Team
When a denylisted customer can’t withdraw their remaining funds from their balance, help them cash out: If we notice that they successfully cashed out what QT would we use?
Cash App {Outreach Successful - Solved - OSS}.
When the customer asks about a failed transaction due to technical, Sutton Bank, merchant, or Marqeta/account suspension issues. What Problem Tag would we use?
Problem Type: Failed Transaction-Cash Card transaction failed
If a customer contacts support about unauthorized Cash App charges from their debit card, but not from their account, the card may have been charged by another Cash App account. What QT am I?
Cash App {Unrelated/Fraudulent Charge - Debit}
A customer is upset about the outcome of a previous ATO claim, which was denied. Which QT should you use?
Cash Risk {ATO - Claim Denied - Final}
If the customer can’t withdraw their funds, what should we look for to assist with figuring out the issue and What QT to use?
Open the Payment Sources tab and look for “Card Denylisted”, “Bank Account Denylisted”, or “Cash Out Instrument Denylisted." Cash App {Invalid/Prepaid Card} or Cash App {Invalid Bank
Why do we need Problem Tags?
We need case-level data about the problems customers are reporting
I do not agree with my decision on this payment I did not send, I also have a report for when I lost my phone - Name the QT.
Cash App {P2P Dispute - Resubmit Claim}