Collections
"I will take care of the balance on next Monday"
What is....?
What is the term for when a transaction is sent out on behalf of the customer however, we are not successfully able to get the money from their selected funding source?
What is a Failed Transfer
How long does it take for a Debit Card payment to reflect?
What is 1-2 Business days.
What will need to be done when you see this flag: NLEX-US?
What is read the Mini-Miranda and continue business as usual. (Same day payments)
Can you state the MRD?
What is: This call maybe monitored or recorded.
"I'm driving at the moment, can you call me back later"
What is.....?
What is the term for when a customer is not content with their transaction (purchase or transfer) and they reach out to a specific department within PayPal to try to get their money back?
What is a dispute.
How long does it take for a PayPal-to-PayPal transfer?
What is it can take 1-2 Business days however it can be immediate.
What will need to be done when you see this flag: SIMMS-US?
What is read the Mini-Miranda and refer the customer to the number provided. We can provide information if requested by the customer.
Can you state the Mini-Miranda?
What is: This is an attempt to collect a debt any information obtained will be used for that purpose.
"I did not make that transaction."
What is...?
What is the term for when a customer has a made a purchase with their PayPal?
What is a billing Agreement.
How long does it take for a Bank payment to process?
Is it the same for a Canadian profile, if not what is that timeframe?
What is 3-5 Business days from the day it was processed.
What is 5-7 Business days for Canadian profiles.
What will need to be done when you see this flag: ICS-US/JCAP?
What is we do not read the Mini-Miranda and refer the customer to the number provided.
What needs to be said if the customer is concerned about us (PayPal) ruining their Credit Score?
What is: "No, PayPal does not Report to the Credit Bureau".
"Why did you give my money to the other person I did not make that transaction"
What is....?
What is the name of the term for when a customer has an ongoing Dispute, and we need to make sure to have the finds available until further review?
What is a dispute.
What is the processing timeframe for a payment that is being scheduled in the future (PDCT)?
What is 3-5 Business days from the day that the payment gets processed.
What will need to be done when you see this flag: PAYPAL-EXEMPT-FRAUD?
What is we do not read the Mini-Miranda and inform the customer on the status of the profile and educate them to create a new profile if they want to continue using our service.
What needs to be stated that when receiving a new card for a payment?
What is the CVV Disclosure: "I am going to request your card information, but before I do that, please do not provide me with your CVV or CSC number as part of your card information. This is not required to process your card payment."
"I don't have a debit card to make a payment"
What is.....?
What is the term for when a customer is not content with their transaction (purchase or transfer) and they reach out to their financial institution to get their money back?
What is a chargeback.
What is the timeframe for a mailed payment (Check/Money Order)?
What is 10 natural days for the check to arrive and another 3-5 Business days to have it processed.
What will need to be done when you see this flag: PAYPAL-EXEMPT-MISC?
What is read the Mini-Miranda and ask the customer how we can assist them.
If the parent/guardian of a member is stating that they are minor/underage what needs to be stated?
What is the Minor Disclosure: "Neither you nor your minor child are required to process a payment, you will not receive collection calls and we will not be taking legal action. However, if you still want to make a payment you may do so."