Investigation and Procedures - Paola's team

Do you have to add a UM note when extending a Premium plan.

• Always!

• Maybe

• No

What is the article you link when you extend a Premium plan

• Applying an extension to a Premium plan

• Extended Premium Plan

• (Internal) Manually Extend Premium Plan Subscription

If you have the article, but there is no issue for it, what do you do?

• Link the article only

• Report the issue without liking the article

• Link the article and report the missing issue

The user requests a refund for a Premium plan that is in a different Wix account. What do you have to ask?

• If we are able to find the charge, we can process the refund without the CC details.

• Verify the CC details, including name, last 4 digits, date of the charge, expiration date, etc.

• Ask for the name of the plan he has

What is the # (saved reply) we need to use in order to add our notes at the end of the chat?

• Add my notes without #

• #tech

• #chattelus

• #chatsummary

When handling calls, what is the # (saved note) you need to add

• #voicenotes

• #wixcall

• 
• #callnote

What is the article you link when you process a manual refund for a Premium plan

• Refund Policy for Premium Plans

• (Internal) Refunded Premium Plan Done With Exception

• Refunded Plan based on Refund Policy

A user requested a refund for a domain 15 days after the renewal charge. What is the concern in IMS?

• User is asking for a refund for a domain after renewal (0-30 days from the renewal)

• User is asking for a refund for a domain outside the refund policy

• User wants to get a refund for a domain before the first renewal (0-4 days from the initial purchase)

  Mostrar respuestasExplanationAnteriorSiguiente

You process a manual refund for an app. The article is...

• I am not sure :(

• Canceling an App Subscription

• Refunds for Third-Party App Upgrades

The user requested a refund for a domain and a Premium plan. How many issues and articles do you have to link?

• I can link only the issue/article for the domain

• Only the issue/article for the Premium plan

• 2 issues and 2 articles