PLAN IT
TRUE OR FALSE. Minimum amount that can be enrolled to PLAN IT is $100.
False. It's $150 minimum amount.
The three Velocity products and its Annual Fees.
Velocity Escape - $0
Velocity Gold - $199 (no longer offered to new customers)
Velocity Platinum - $375
What are the possible outcomes of a Dispute?
Record of Charge
Write Off
Chargeback
Re-Bill
Credit In
Combination
Maximum amount that cardmember can enroll to PLAN IT.
85% of statement balance or 95% of credit limit whichever is higher
Refer cardmembers to the terms and condition page when creating the plan for exact maximum plannable amount.
How will a Velocity Platinum cardmember redeem their Domestic Return Flight benefit and how much is it worth?
Once Velocity award code VECO-COFL-1 shows ISSUED ACCEPTED in STAR, booking is easy. CM can book travel worth $375, anytime, online via compflight.virginaustralia.com. Simply follow the instructions to book a complimentary fight. Once confirmed, Virgin Australia will email the confirmation details to the email address linked to the Velocity Frequent Flyer account.
Mr. Diaz returned an item and was promised a merchant refund in 4 weeks. He called AMEX 3 weeks later to dispute charge, how should we proceed?
1. Check if CM contacted merchant and identify if there was a merchant commitment to process refund.
2. Once identified that CM was informed to wait 4 weeks for the refund, proceed with Talk Off to explain we also follow the refund policy of the merchant and verify if CM can still wait another week for the refund promised.
3. If CM insists, proceed with opening dispute
What happens to Active PLAN IT installments when account goes past due?
Active PLAN IT monthly installment plan/s will automatically be cancelled and remaining balance is transferred to Standard Balance, subject to interest.
Any monthly fees billed are irreversible.
If a cardmember requests to transfer redeemed domestic return flight to a different passenger other than the BCM, how do we assist?
HIGHLIGHT that this is something the cardmember can do! The domestic return flight isn't limited to BCM.
If domestic return flight has been redeemed and booking is completed, direct the Card Member to Virgin Australia at 1300 153 006 during business hours:
Notes:
A Customer claims they have not received the Merchandise. A dispute case was raised and was closed in the Merchant's favor. The Customer was rebilled because the Merchant provided us with proof of delivery. The Customer advised that the signature on the proof of delivery isn’t theirs. Dispute or Fraud?
•This is a Dispute case.
•The Card Member is not denying the charge, but he is disputing the signature on proof of delivery.
•The Dispute can be raised as ‘Card Member has not received order/item/service’.
Credits, disputed transactions and refunds will NOT automatically trigger cancellation or reduction of active Plan It installment amount but will deduct on Standard Balance.
How will a Velocity cardmember take advantage of Velocity Lounge Pass?
On Card approval, and then on each anniversary date, 2 passes to the Virgin Australia lounge are loaded to the Card Member's Velocity Account.
The Card Member can check the status of these passes online by logging in to their Velocity account at virginaustralia.com/velocity and checking for the Number of single entry lounge passes in The Lounge section of My Account.
To enter the lounge, the Card Member just needs to present their Velocity membership Card and their valid Virgin Australia boarding pass to staff at the Virgin Australia lounge.
A Customer has not received products they ordered. The expected Merchant SLA has lapsed. The Customer then cancels the order and is expecting a refund from Merchant. The Customer claims the Merchant is fraudulent.
•This is a Dispute case.
•The Dispute can be raised as ‘Card Member has not received order/item/service’.
When can CM enroll a transaction or an amount into PLAN IT?
Transaction Plan IT - as soon as transaction gets posted (not on pending status)
Amount Plan IT - from the time statement has been issued until payment due date
Can a cardmember use Velocity domestic return flight for one-way trip?
Redemption is for 1 return flight. They may opt for a 1-way flight however, they will forfeit the return sector.
Who are the AMEX internal teams involved in a Dispute Process?
CEN - Customer Engagement Network
GMS - Global Merchant Services
CFN - Customer Fulfillment Network