CLI/CLD
What do you ask?
Provide empathy.
Ask for annual income.
Check if there is any pending status.
What is ACMI?
You do not. Provide self-service steps. Advise to call in to schedule a payment.
Customer is trying to get a cash advance or is trying to send money through Venmo, Western Union, PayPal, etc. and it is declining.
Can they?
No.
Transactions declined by the network may include:
sports betting, gambling, transactions in restricted geographical area, sanctioned countries, peer-to-peer activities, (see lists below)
Customer's request was declined.
What can you tell them?
Provide empathy.
Advise cx that they were sent an email with the denial reasons.
Advise cx they can apply at any time, but we recommend waiting 6 months between requests.
Customer asks, "I bought an iPhone at BestBuy, can this be converted to ACMI?"
Yes or no? Why?
How many one-time payments can you schedule in a day?
Only 5 for the same day.
What do we do when the payment cannot be cancelled?
Provide empathy.
At this time, we are unable to cancel your payment; however, the additional payment could be applied to your balance or show up as a credit on your card. If you need further assistance your bank can also help you.
Customer is having transaction declines, and it is not visible in AUI and cards are not locked. What do you tell them?
Probe. Say this, "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."
Confirm account is in good standing and if cards are active.
Customer asks, "Can I decrease my credit limit?"
Yes or no? How?
Yes.
Is a SIM free/Unlocked iPhone eligible for ACMI? What if I connect after I purchase it?
Yes or no? Why?
No and no. If you’re purchasing / purchased a Sim-Free iPhone or if your iPhone carrier is not AT&T, Verizon, Boost Mobile, or T-Mobile, your purchase is not eligible for Apple Card Monthly Installments.
How far in advance can you schedule a payment?
12 months in advance.
What do we tell the customer if the payment can and is cancelled on our end?
Your payment has been canceled. No funds from your bank account will be pulled, and you will soon receive a notification stating we cannot complete your payment.
If a customer is asking about an unauthorized transaction that declined, what do we do?
Initiate transfer to fraud.
Customer states, "I have a perfect credit score. I never miss a payment. I have been a long time cx. Why can't I get an increase?"
What do you tell them?
Provide empathy.
When evaluating eligibility for credit, we look at many factors over a period of up to 24 months, some of which include your credit utilization, making monthly payments on time, or paying off any overdue balances. We also consider your income, credit bureau information, and Apple Card history such as recent credit limit changes.
If a customer asks, "I want to pay my iPhone installment from Oct 2025 and not my MacBook from Jan 2025. How do I do that?"
Can they pay their iPhone installment off first and how?
No. After the minimum payment and outstanding revolving balance is paid off, any remaining amount from the payment will go towards the installments starting with the oldest first. An installment plan cannot be paid off in full early until the outstanding revolving balance is paid off first.
What is the maximum amount they can pay?
Their card balance.
Customer forgot to cancel their AutoPay, and their funds were taken from their bank account, can you cancel the payment and is it a payment error case?
No and no.
The transaction shows approved but reversed.
What do you tell them?
Reversed transactions are transactions that were reversed by the merchant and will not be charged to your account. Please contact the merchant if you have questions about why the transaction was reversed.
What do you tell them?
Offer L1 complaint with empathy.
If the customer states, "The Apple employee told me I can call you to have my unlocked/SIM free iPhone converted to ACMI!"
Do you convert it, yes or no?
Yes. If the customer claims an Apple Employee advised their purchase could be converted to ACMI, even if carrier criteria is not met, the specialist is to convert the purchase. However, agents are NOT to ask or probe the customer for this information.
When will the payment post to the account?
Do you create a payment error case if the payment cannot be cancelled?
No. Customer error does not count as a valid error case. Only bank errors.
If a customer's transaction declined due to the 2-way communication, what do we tell them?
Advise to approve the message/transaction and reattempt.
If issue persists, transfer to Fraud.