Show:
Releasing Sources
Scope
Duplicate Accounts
New Macros
Misc.
100
Can we release email?
In a way yes! What we do is have the email that wants to be released taken away from the account it is linked to and change the email on the account to an email provided in the wiki
100
Can we cancel an account that has funding sources on file?
Yes, it is okay for us to cancel an account that has funding sources on file. We should offer to release the sources on file.
100
Do we tag duplicate accounts as frozen?
Nope! Tag it as whatever the customer needs help with (ex: I can't login).
100
What's the macro that you send after verifying someone's bank?
BAV or MTV
100
What's Jett's actual first name?
Jett (wild times huh?)
200
Do we need a routing number to release bank accounts?
No. Routing numbers are related to the bank, so as long as the bank name is right we can release the funding source.
200
Under the Identity tab, there is a topic called Same Fingerprint. What does that mean?
This shows the people who have logged in on the same device as the user. Hence, if Jacob logged in on Jett's iPhone that Jett had logged onto in the past, they would have the same fingerprint.
200
Are we allowed to help a user log in to one account if they already have another?
Yes we can
200
What macro should you send if someone wants to release their bank/card?
IRF (Information to release a funding source)
200
Someone paid a new user and takes the money back. What happens from there?
The money will be refunded to their funding source in 3-5 business days. If they use their balance it will refund immediately.
300
If a user emails in asking for the bank to be released but the name on the other account doesn't match. What do we need from the user emailing in?
In this instance, we need the user to provide a current bank statement that includes the last four digits of the account number, the name of the issuing bank and the full legal name that appears on the statement.
300
Under what tab in Scope can we verify the email of a customer?
Under the Identity tab.
300
Someone has two accounts open, and wants to cancel one account and release the bank. What information do we need?
Name of the bank and last four digits of account number
300
What macro can we use for a couple that shares a bank account?
JNT -- Joint Bank Account
300
If someone's account is unverified, how much money can they spend in a rolling week?
$300
400
What should you do if one of the following happens on a bank statement that is trying to release the funding source? •The last 4 account numbers DO NOT match •The first and last name on the statement DO NOT MATCH the first and last name on the Venmo Account •Either or both of the Venmo Accounts are Blacklisted
Use an EFS macro and communicate to Fraud support what the issue is.
400
Where can we look up a user's friends that are connected on Venmo?
What you can do is go to the Network tab and then scroll down to Venmo Friends and click on this option.
400
What tab can we use to look for duplicate accounts?
The Network tab!
400
Someone is trying to add a bank/card that is already on file with a stranger. Which macro can we use?
FSA -- Funding Source on Strangers Account This asks for a photo of the statement with last four digits showing
400
How do we handle Suspended users?
Escalate to Tier 2 with the CHI macro
500
If a customer emails in saying "The person I share this bank account with is refusing to remove it from their Venmo Account" and that this account is a joint account, what would be the correct response?
Without the permission of the owner of the Venmo Account with that bank account associated, Venmo Support cannot remove it from their profile. We suggest that you reach out to your bank and open a new account solely in your name. This is for your security, as well as use with Venmo.
500
Can someone remove a profile picture?'
No! However, if the user wants to have no picture, what we do is attach a photo of the blank face and then tell them to change the profile picture to this.
500
What do we do if someone has two accounts with money in both?
Escalate to Tier 2 with their Scope IDs
500
When do we use the "DUP2" Macro?
When a user has duplicate accounts and one of them has a balance!
500
How do we handle Blacklisted users?
We don't -- escalate using EFS, fill it out, and submit as Open