DX Direct Dedicated POD KB Updates

TRUE OR FALSE?

Verification

If previous agent note's shows that the Dx was already verified, but they did not use the macro, should we send 2SDDRT?

• 
• 

Verification

If the Dx responded with the wrong address, what do we do?

• We explain that the answer is wrong

• We proceed to give details as it is only necessary 2 items right

• We just send macro 2SDDRT so the customer replies again

• We callback the customer and explain that the answers were wrong

If the customer requests us to call at 7 am local dasher's time. What macro should we send?

Unauthorized charges:

If the purchase does not meet the zero protection liability, we refer the Dx to merchant and he comes back.. Should we:

• Transfer to Payfare

• Use soft skills and explain that there is nothing we can do

• Escalate the case to Sup to go to Tier 3

• Provide the payment as One Time Exception

Duplicated Transactions:

If the Dx contacted us as they were double charged and wants a refund. Who should we refer them to?

Hold Authorizations:

If the Dx calls 7 days after transaction was initiated, still pending and it was made on a Hotel, how should we proceed:

• Provide expiry date as potential date of return for the money

• Transfer to payfare

• Escalate to Sup

• Explain that it might take up to 30 days for these type of purchases to be released

Transaction Errors:

The Dx says their card was declined

Trinity reviewed and saw error:

AVS/CVC2-POS

We should

• Explain that they entered the wrong expiration date

• Transfer to Payfare

• Ask Miguel

• Escalate to Sup

Transaction Errors:

How long should the Dx wait if the decline message on trinity was BIN attack?

Dasher Scam:

Is it necessary that we request for screenshot of the text/email notification of the text message or call they received?

• Yes

• No

• Maybe

Invalid Escalation:

We confirmed that the case is invalid escalated,

we should mark as invalid if:

• There is not enough information

• It was meant for a different queue

• Always

• When the agent isn't from Teleperformance