COMPLAINTS

What is a complain?

• A communication (oral or written) that includes general

  questions, service requests, or technical issues that do

  not have sentiments of dissatisfaction or grievances.

• Complaints that have either been escalated to a manager or reopened by the

  customer

• An oral or written expression of dissatisfaction or

  grievance by an individual, business entity, or someone

  authorized to act on their behalf, with a Cash App

  product, process, service, decision, vendor, or interaction

• If a customer pushes back on or is dissatisfied with the Resulting Action taken

  on a filed complaint, you cannot begin Final Resolve immediately. You must

  follow the "Matter Closed"

How to handled a pushback?

• 1. Cash App {Complaints - Matter Closed - NFI}
  2. Cash App {Complaints - Matter Closed - Final}

• -Abusive Costumer

  -Fraud/ID Theft

  -Reputation Risk

  -Systematic Risk>> #cash-sev-cco

• Expressions of dissatisfaction that do not meet

  the threshold for high-risk language or behaviors.

• Unfair Treatment

  IP infringement

  Privacy Violations

  Litigation Threat

TYPES OF COMPLAINTS

• Tier 1

  Tier 2
  Tier 3
  Tier 4

• Nf1
  Nf2
  Nf3

• Tier 1

  Tier 2

  Tier 3

• Tier 3

  Tier 2
  Tier 1

HOW TO FLAG A COMPLAINT

• Advocates should flag a complaint as soon as it is made and update the

  complaint form as the case evolves.

• Advocates should flag a complaint as soon as it is made and update the

  complaint form as the case evolves. And mishandled the case to the cx

• Advocates should flag a complaint as soon as it is made and update the

  complaint form as the case evolves. A complaint can evolve and go from Tier

  3, to Tier 2, to Tier 1.

• Advocates should flag a complaint as soon as it is made and update the

  complaint form as the case evolves. Then escalate to MET and RD.

Wich one of these are best practices to keep in mind about complaints:

• Use the propper problem tag.

• Be sure to flag complaints before performing any other workflow; you will not be

  able to edit a complaint after you transfer a case.

• Be sure to mishandled the case when we have to.

• To email the customer about the info given to the advocate

TYPE OF COMPLAINTS TO

HANDLE AND FLAG

• Abusive Costumer

• Fraud/ID Theft

• Reputation Risk

• Systematic Risk>> #cash-sev-cco

• All the answers

Wich are the legal tags to escalate to MET?

• Unfair treatment

• IP infringement

• Privacy violations

• Litigation thread

• All the answer

When a customer requests a manager or specifically states they would

like to reopen a complaint, the complaint becomes a ....

• Tier 1

• Tier 4

• Tier 2

• Tier 3

"Complaints that have either been escalated to a manager or reopened by the

customer"

• Tier 1

• Tier 2

• Tier 3

"The most severe type of complaint. Complex legal or reputation risk that requires

specialist review and response."

• Tier 1

• Tier 2

• Tier 3

• Tier kaioken SSJ 3