ACFS
Requirements to close minor acct
Org 18+ on line, org active and personalized, $0 bal, No pending trans
cx xfered from support w/ restricted failed kyc acct. Alex is acct name but alexander is legal name. CIP reset available. Acct active at end of call
cx xferred from support w/ restricted acct//
failed kyc//
nickname on acct//
CIP reset//
adv reverify//
acct active
What is the 30-day Failed KYC script
restricted- no send or receive but apple pay available
contact in 30 days to have acct rereviewed
How long should hold be before you check in
3 mins or less
What number is called when you will be absent or late
BAT Phone 480-565-2545
Stand alone minor wants to dispute unauth trans, what is the policy
ineligible for dispute. acfs req for under 18. perm lock placed on acct and cx will need new apple account to setup acfs and continue using apple cash
Restricted-BSA
cci w/ restricted acct
BSA acct closure//
adv perm restricted//
adv no send or receive//
adv apple pay available//
nfq
What is the script when submitting a BAR case
Ive created a case for review. 48 hr sla and monitor device
Multi surf restriction
If a cx wants to know the email on the other acct what is the process
verify via full ssn
Name 2 Morning TLs
DAILY DOUBLE
Brooke, Sherae, Queenie, Lakendrick, Miles, Carlos
Org on line has perm restricted acct, what is req to setup acfs
different org req
Unable to receive P2P payment. Multi surf with Bob smith on 1 acct and Rob Sanders on alt
1/1/25 credit Pending Receiver Approval $20
DAILY DOUBLE
cci unable to receive P2P payment
1/1/25 credit Pending Receiver Approval $20
Multi surf name mismatch//
case created adv 48 hr sla//
adv monitor device for updates//
adv have sender cancel and resend when acct is unrestricted//
adv expire after 7 cal days
What are BOTH multi surf scripts
X2 MULTIPLIER
Your acct is restricted due to having multiple linked to the same SSN
Apple cash only allows 1 per ssn. Is the acct called about the one you want to keep?
What is the difference between Family Sharing and ACFS
X2 MULTIPLIER
Family sharing is a feature of Apple devices and ACFS is a part of the basic FS in order for minors to use apple cash
When do you use Sys-G vs Sys-V
G- Remote
V- PCI /desktop
CCI as participant minor and wants to dispute a trans. What is policy/procedure
org req on line and must verify org acct in order to file dispute on participant
stand alone minor transferred from support wanting to dispute unauth trans. cx not interested in acfs and d/c before closing
cx xfered from support to dispute unauth txn//
stand alone minor//
adv ineligible for dispute and acfs req for minor//
adv perm restricted and new apple acct req
cx d/c before closing
What are the scripts for a pending unauth trans w/ release date in SF as 11/10
Trans is still pening within system abd subject to change so we are cannot dispute ATM. If the trans does not post by EOD 11/12/24 the funds should return to bal. Reach out to merchant but if not resolution contact after posted
Lock has been placed for security to request additional verification. Secure device- email has been sent to assist
Give 2 examples of when to escalate to T2
Per inbound
What's our QA Average
Per tracker
Stand alone minor mock call
x4 multiplier
Per articles
Cx xfered from support to dispute unauth txn. Cx refuses to verify. Cx adv friend had phone and sent money to themselves w/o cx permission
cx xfered from support to dispute unauth txn//
refused to verify//
no actions taken
What is script given for SLA of cancelled P2P Express
Trans was reversed/refunded the timing is determined by external card provider
If a cx fails to verify how long should a call be
5-10 minutes MAX
What are the hot keys to close NICE in remote when it fails to load
X2 MULTIPLIER
Ctrl+ shift+ esc