Account Take Over
(ATO)
(ATO)
If you’re unsure of what workflow to use what QT should you use in Messaging - Account Takeovers (ATO)?
What is Cash App Unclear Fraud NMI?
If a denylisted customer requests their direct deposit (DDA) account information. What QT would we use?
What is Cash App Denylisted - DDA Account - Request Info QT?
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?
What is Cash App Unclear Fraud NMI?
I want to update my address. What QT?
What is the EDIT ADDRESS QT?
Customer states "my pin was changed"
What's next?
What is send Cash App Secure Account QT?
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?
What is Cash App Denylisted - Transfer QT?
When a customer reaches out about declined unauthorized Cash Card transactions, meaning no money was lost in the transaction. What Problem Type and Tag would we use?
What is Problem Type: Fraud & Scams and Problem Tag Suspected scam?
I sent a payment to my cousin and now I want it back. What QT am I?
What is Cash App Cancel Authorized Payment ?
What is the current QA passing score?
What is 93%?
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?
2 PART ANSWER
What is ACCOUNT HAS BEEN LOCKED ATO and QT Cash Risk?
If a customer opens an account that is hardlinked to previously denylisted accounts, the risk evaluation system may denylist the account shortly after it's been opened. What QT would we use?
What is 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?
What is: Problem Type: Getting Started
Problem Tag: 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?
What is Cash App Payment Dispute Cancelled - Sender?
How many people are on Team Cash Kings including EMILY?
14
What Team handles ATO?
What is Cash Risk Team?
When a denylisted customer can’t withdraw their remaining funds from their balance and we we notice that they successfully cashed out what QT would we use?
What is 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?
What is Problem Type: Failed Transaction
Problem Tag: 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}
My son need's a Cash Card - can I order him one?
What QT am I?
What is Cash App Cash Card - Other Party?
A customer is upset about the outcome of a previous ATO claim, which was denied. Which QT should you use?
What is 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?
What is Open the Payment Sources tab and look for “Card Denylisted”, “Bank Account Denylisted”, or “Cash Out Instrument Denylisted and the QT - Cash App Invalid/Prepaid Card or Cash App Invalid Bank?
Why do we need Problem Tags?
What is 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}
What's the BEST TEAM ON MESSAGING?
What is Cash King$?