NA SSP Transact Review

Release Amount is applied on the customer’s account. All payments beyond their limit will be on held. What needs to be done to have the customer’s money released?

• Advise the customer to upload the tracking number or have the buyer confirm the receipt.

• Tell the customer to refund the payment and advise him to receive it as a Personal or “Friends & Family” option so that the funds will be available instantly.

• Advise the customer that the money hasn’t cleared from the buyer’s end.

• Tell the customer that all transactions are subject for review and this will take up to 24-48 hours.

How long does it take for a pending Order/Authorization to expire?

• After 30 calendar days from the initial transaction date

• On the 30th day from the initial transaction date.

• Within 30 calendar days from the initial transaction date.

• After 29 calendar days from the time the customer contacted PayPal.

Paul received a payment for an item he sold. Upon checking the transaction, the payment is under review by PayPal which will take 48 hours. What should the teammate advise Paul?

• Suggest Paul refund the buyer and have them resend the payment as a Friends and Family payment.

• Advise Paul to NOT ship the item until the review has been completed and asks Paul to ship the product.

• None of the above

• Inform Paul to ship the item and assure him that the payment will be posted to his balance after the 48 hour review is up.

In Compass, this is the workflow that a teammate should use to view customer’s payment attempt/s.

• Account Security > Activity Log

• Account Security > Transaction Log

• Transaction > Payment Issues

• Transaction > Payment Status

Sally is calling about her payment. The hold reason is "OFAC". Which email address should Sally send her inquiry to?

• [e-mail]

• [e-mail]

• [e-mail]

• [e-mail]

This process delays a customers access to using or withdrawing money for a time period up to 21 days.

• Risk Model

• OFAC Review

• Payment Review

• Funds Availability

For Payment review, if it takes more than the given timeframe, what should you do next?

• Ask your Senior Agent to create a PET ticket to ICA.

• Advise the customer to contact their financial institution to dispute the transaction.

• Ask your Senior Agent to review the payment and release.

• Advise the customer to send an email to [e-mail]

If your payment was declined or you received an error message when trying to send a payment, it could be because:

• There may be an issue with the funding source you’ve selected.

• You have a limitation placed in your PayPal account.

• You may need to go through a security check so we can confirm your identity

• All of the above

When an action is selected within the CARE flow, teammates will be informed if the Risk Model or Auth Flow instance can be overridden. If the action is eligible for an override, the teammate will be provided with a ______ to present to the customer:

• Step-Up Authentication challenge

• Decline Reason

• SMS challenge

• KBA challenge

Payment Attempts show “Declined by Risk” . The customer wants to use his bank account or card to complete a transaction. How can we help the customer to complete a payment if it’s being blocked by risk? Choose the best answer.

• Recommend the transaction be completed outside of PayPal.

• Suggest attempting to make the payment in 24-48 hours.

• Advise the customer to communicate with their bank or card issuer.

• Provide possible reasons as why the transaction is not going through