Payment Card Decline

Total Higher Than Expected

100

What is the highest amount a T1 agent can pad?

$50

200

What Can we consider as error prone item?

Items that is sold by the pound such as produce

300

What should we advise if the shopper accidentally check out order A and B together?

Separate them and check out each order separately.

400

What if the cost of the item at the store is higher than the catalog price?

Ensure the shopper has updated the correct price for that item

500

What if the card has to be padded for more than $50?

Transfer to t2

General Questions

100

True/False: The pin changes with every batch

True

200

When does the pin show in the shopper app? 

When the shopper enters the checkout stage.

300

What should be Verified before assisting a shopper with payment card decline issues?

PII

400

True/False: All retailers accept Digital Payment cards.

False 

500

True/false: Shoppers can use the payment card to  personal items for themselves.

False

Wrong Retailer

100

If a shopper is at the correct retailer and store however not able to checkout due to wrong retailer error, what should we do?

1. Select macro Active Batch :: Instacart Payment Card Decline :: Trust Escalation. AND 

Transfer to T2

200

Shopper went to correct retailer but wrong store location

1. Tell the shopper next time they must shop at the store in the Instacart Shopper app.
2. Select macro Active Batch :: Instacart Payment Card Decline :: Trust Escalation.
3. Warm transfer the call to T2.

300

Shopper went to wrong retailer: What should we ask the shopper?

Ask the shopper if they can re-shop the order at the correct retailer.

400

If shopper is ok with going to the correct store, what should we do?

1. Reset picking on the order.
2. If the order will be late, ask the shopper to contact the customer.

500

What if the shopper say they cannot go to the correct retailer?

Do not pay the shopper for the batch.

Actions—

1. Unassign the order.
2. Reset picking.