Answer Chat
Payment Hold (Delay)
Interest
Transaction Decline
Account Status
100
How do you respond to the initial contact in chats?
State you will review their account/acknowledge the contact reason/go straight into providing solution/answer to customer. If bot intent is not clear, ask how you can assist the customer.
EXAMPLE: "Hi, the payment has been applied to your account and your balance has been reduced. Your available credit will update by (date)."
EXAMPLE: "Hi, please allow me a few minutes to review your account."
EXAMPLE: "Hi, how may I assist you today?"
100
How do you know there is a payment hold?
Account details summary (bar)
Payment and interest center payment status: on hold
Card balance/available balance $0
100
What is interest?
The rate charged for the privilege of borrowing money.
100
What is a reversed transaction?
Say this: "Reversed transactions are transactions that were reversed by the merchant and will not be charged to your account. If you feel this reversal was in error, please attempt the transaction again or contact the merchant if you have questions about why the transaction was reversed."
100
What department do you transfer for account status "No access to Wallet?"
No special handling required; assist customer as usual. Flag is an indicator that special handling may be required in certain procedures.
Provide self-service to add card to Wallet.
200
How long should you strive to provide an initial response?
Within 2 minutes of receiving the chat and should attempt to limit the time in-between responses to approx. 2 minutes or less where possible.
200
Customer asks: "When will my payment be made available? Can you release it sooner?"
Review payment center status release date.
Release date shown is the day that the funds will be available.
Example:
SAY THIS: "The payment has been applied to your account and your balance has been reduced. Your available credit will update by the end of day on [Insert Release Date]."
No, it cannot be released sooner. (with empathy)
200
Customer asks: "Why was I charged interest?" (non-trailing)
You were charged interest because you paid less than the full statement balance by the due date.
200
If a customer is contacting you about a declined transaction they claim they did not authorize, where do you transfer?
Fraud.
Example:
Please allow me a moment to connect you to a different specialist that can better assist you.
Do not let know the customer know the department is fraud. You can instead say it is our security team. It might create panic.
200
Which account statuses are transferred to Collections?
Provide at least 3 statuses.
Delinquent
Overdue
PWP (Permanent Workout Program)
TCAP
Reage Program
Restricted FEMA Disaster Relief
300
When do you end a chat?
Do you ask, "what else can I assist you with?"
Natural close:
- Ok
-Thank you.
-When initial question/issue has been fully answered.
NO.
Example on how to end chat: "Have a great rest of your day. We're here if you need help with anything else in the future."
300
Customer asks: "Why has my available credit not been released?"
Review RA hold reasons:
- First payment
-Returned/Cancelled Payment
-Larger/smaller amount
-Changed bank accounts
-Changed payment method: ACH > Check
300
When is interest charged?
Full monthly balance not paid by due date. Charged on the due date.
Ex: January purchases due by 02/28 in full. If not paid by this day, interest will be charged for the month.
300
When can a network decline occur?
Provide at least 3 reasons.
Sports betting, gambling, transactions in restricted geographical area, sanctioned countries, peer-to-peer activities, (see lists below)
TIP: Network declines could also be caused because the customer is attempting to make a cash advance or other cash-like transaction such as:
- Travelers checks
- Foreign currency
- Cryptocurrency
- Money orders
- peer to peer transfers
- PayPal
- Venmo
- Zelle
- CashApp, etc
- Wire transfers or similar cash-like transactions
- Lottery tickets
- Casino gaming chips (whether physical or digital)
- Race track wagers or similar betting transactions
300
Which account statuses are transferred to Recoveries?
Recovery Payment Plan
Charged Off
TIP:
If the account status has both overdue and charged-off, it is transferred to Recoveries.
400
What do you tell the customer if they are not authenticated on chat?
Inform customer that it appears they are not logged into their Apple Account and to please type 'exit' to close the existing chat, then restart the chat, or suggest they call us at 877-255-5923.
400
Your customer is upset with the release date and reason for payment hold. What do you tell them?
*Provide empathy*
For future reference, payments made with Apple Cash are usually made available immediately.
If customer shows dissatisfaction, create/offer a L1 complaint.
400
Customer asks: "Since I made my payment in full, can you remove the interest?"
Courtesy $25 waiver. Available once every 365 days.
Please make sure to check the waiver is available before informing you can waive the charge.
Do not inform customer it is up to $25 unless they have a larger than $25 interest charged.
Do not proactively offer waiver.
400
What do you tell the customer if you do not see the decline in AUI?
I understand it can be frustrating for your transaction to be declined. I'm unable to see the decline for the transaction. I suggest re-attempting the transaction.
OR
I'm not showing the decline, as there could be several reasons; could you share more details about the attempted transactions?
Agent to provide feedback based on transaction.
400
Which account statuses are transferred to Fraud?
Provide at least 3 statuses.
Suspect Fraud
Suspected ATO/SUSPECTED FI ATO
Suspected DTO/ Suspected FI DTO
Suspected First Party Fraud
Suspected Identity Theft
Suspected Third Party Fraud
Suspicious Activity (Only if customer is indicating they have concerns over their account security/transactions.)
500
What do you if your message fails to send on chat and what do you respond to the customer?
Wait 5 minutes for system to respond.
"It's possible you're unable to see my messages to you. Please call us for immediate assistance at 1-877-255-5923, or you can message back later."
Document and end chat.
Escalate outage (if any).
500
Customer states: "I really need the funds today, if not me and my family will not have any groceries to eat. Please help me!"
What do you do?
*Provide empathy*
Attempt to cancel payment.
-If cannot, bank can possibly manage/cancel payment.
Still offer Apple Cash payment
Offer Level 1 Complaint
500
Customer asks you: "Why was I charged interest after paying off my full balance?"
RA: At the time you make a payment, we only take out the interest we have billed on your statement. However, interest accrues every day, including days between your last statement and the day you made your payment. Until you receive a bill for that interest, you will not see the interest on your balance. Your next statement will show you the interest that accrued from the last statement until the day you made your payment.
30-day grace period. Anything not paid within this is charged interest daily, at the end of the month, even after paying in full.
500
Does the Apple Card support the 3D Secure Code?
No, Apple Card does not participate in 3DS and these likely will not show as declines in Wallet or AUI. As such, the customer may need to utilize a different payment method to complete the transaction.
500
If a customer asks why their account is closed, what do you tell them?
Provide at least 3 statuses.
Check the different reasons an account could have been closed.
- Closed by Customer
- Closed by Customer and Blocked
- Closed by Issuer - Abuse
- Closed by Issuer - Inactive
- Closed by Issuer - Address
- Closed by Issuer - Other
- Closed by Issuer – e-sign
- Closed by Partner