Zendesk Workshop

Should we choose HUB & Bank account type if recipient contacts us?

• Yes, if we can identify the transfer they are talking about

• In this case, we should select only HUB

• No, HUB & Bank account type are not required in this case

If there are several empty orders in admin, which one we should choose to identify HUB &Bank account type?

• The oldest one

• The newest one

• In case of empty orders we do not need to select HUB & Bank account type

Should we add HUB & Bank account type when doing refunds?

• Yes

• No

• We need to select only bank account type

Are HUB & Bank account type are needed in RAF questions?

• Yes

• No

• In this case, we need to add only HUB

If there are several suspended payments to different countries, which one we should choose to identify HUB & Bank account type?

• The oldest one

• The newest one

• In case of multiple suspended orders we do not need to select HUB & Bank account type

Which Bank account type do we need to select, if it`s a payment to Russian Bank account?

• IBAN

• xxLocalAccount

• xxAccount

If we receive a request from an unregistered email or Facebook, should we select HUB & Bank account type?

• Yes, if we can identify the transfer

• No, HUB & Bank account type is not required in this case

• In this case, we should only select HUB

If we send an email after call/chat, do we need to add HUB & Bank account type?

• Yes, HUB & Bank account type is required in outbound tickets

• Yes, but only if the payment, customer is talking about was sent successfully

• No, in this case, HUB & Bank account type is not required

We received the request from police regarding fraudulent case. Do we need to add HUB & Bank account type?

• In this case, we need to select only HUB

• Yes, HUB & Bank account type is required in this case

• No, HUB & Bank account type are not necessary in this case

In which labels we do not need to mark HUB & Bank account type?

• SPAM

• SCAM

• ACCOUNT ISSUES, if customer does not ask about the payment