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CSR Tool
Consumer Properties
Refund or no refund?
SURPRISES!
EVEN MORE SURPRISES!
100
There are multiple search criteria you can use in CSR to pull up a user's profile. Name two of them.
Last name, Yahoo ID, full credit card number, PayPal billing agreement number, Order ID, and Invoice ID.
100
I'm a Yahoo Finance user who provided you with the correct AEA on my account, as well as my full Billing address. Am I verified?
YES
100
I accidentally signed up for my Ad Free Flickr account twice about six months ago, but didn't notice the charge until now. Do I qualify for a refund of the duplicate service?
No, refunds can only be given for double Flickr subscriptions if reported within 90 days.
100
What tab in CSR would you go to when you need to update a user's credit card in their Yahoo Wallet? What is the button called?
In the Payment Account tab, when you drill into a specific payment method, you'll have access to the button "Change Payment Method".
100
True or False: The Order tab in CSR shows only the current and active orders of Yahoo premium services for a user.
FALSE
200
What information is found on the Payment Account tab?
All of the credit cards this user has or had on file with us through their Yahoo Wallet
200
What are the three levels of buy-ins for Fantasy Sports?
$20, $100, and $250
200
I'm a Directory Submit customer and I'm not satisfied with the service. I signed up for an annual subscription. Do I qualify for a refund?
TRICK QUESTION! We send all Directory Submit issues through to the Directory Submit team via the Forward to Kana button in STAR.
200
My card is being declined when I try to add it to Yahoo Wallet. You check in the system and see that there is an AVS No Match error code. What can you do to help get their card added?
You can make sure that the user has their correct billing address typed in -- if needed we can login to their Wallet via CSR and try to add it for them.
200
Which tab in CSR would an agent view all payment attempts made (even ones that didn't go through)?
The Payments Tab
300
Which tab can agents view to see if there was a chargeback on this user's account?
The Customer Tab
300
"There's a charge on my account for $131, and the charge says it's from Yahoo. I've used Yahoo services in the past, but I don't recall what product this was for." What product and billing cycle does this user most likely have?
Real Time Quotes annual subscription
300
I'm not satisfied with my Mail Plus subscription. I signed up for it four months ago. Do I qualify for a refund? What action would the agent take in this case?
Yes, you qualify for a refund of the unused portion of service. The agent will select the 'Close Order' button to issue that automatic refund.
300
I'm calling about my Flickr account. For verification, I provide you with the last 8 digits of my credit card number, the correct answer to SQA1, and the mobile number I have on file. Am I verified?
NO. We still need the Billing Address on file.
300
For Consumer Billing Verification, where do you look to find the billing address?
Under the Payment Accounts tab in CSR. The billing address must match the current credit card billing address on file.
400
True or False: For all consumer properties, the 'Close Order' button issues an automatic refund of the last charge on that order.
FALSE
400
I purchased a Yahoo Finance Research Report and have not received it. Where would you find the Document ID to search for on the Thomas Rueter's website, and what will it be called in CSR?
This can be found under the Order Details of the Order tab. It will be called 'External ID' in CSR.
400
One of my Fantasy Leagues didn't fill up. What are the two options available to me?
You can sign up for another league with your league credit, or you can receive a full refund back. The refund will automatically be issued two weeks after the draft.
400
If you see a 'Hard Decline' error in CSR, what actions can we take to get that user's credit card added? What would we tell them?
We can't do anything about Hard Declines. The user has to consult with their financial institution regarding the reason for the decline.
400
How many days does a user have to claim their Fantasy Sports winnings, and where would they go to claim it? What happens after that period?
Users have 90 days to claim their winnings in their PayPal account. After that 90 days, the funds are distributed back to Yahoo.
500
Which tab in CSR would an agent go to when issuing an manual refund to a user?
The Billing History Tab
500
I'm a Mail Plus user and I no longer want my service because I don't use it. What button do you hit in the CSR Order tab, and what do you tell me?
Hit the 'Close Order' button, and inform the user they will receive a refund for the unused portion of their services.
500
I signed up for Yahoo Real Time Quotes two months ago but cancelled it after three days because I didn't like the service. I still haven't received my refund. Do I qualify for one? And if so, what action would you take as an agent?
YES. Select the 'Cancel Order' button in CSR to issue a full refund of the charge.
500
I paid a friend of mine to create an online portfolio for my photography. I gave them my credit card to purchase a service, and they used it to buy me an Ad Free Flickr account. I didn't approve them to purchase that specific service, as I had something else in mind. Is this scenario considered fraudulent?
No, because the friend had permission to use the credit card - it was not stolen or used without express permission.
500
"There is a charge for $49.99 on my account from Yahoo that I never made. I would like a refund for the fraudulent charges." You pull up the YID associated wtih the charge and go through Reverse Verification with the user. They verify the zip, billing address, and last 8 digits of the CC. Would you consider this a fraudulent charge based on Reverse Verification?
Yes. The user was not able to pass the Reverse Verification process, and was therefore not officially tied to the account.