Support Team - Clover Quiz

What is Clover?

• It's a platform used to place CL orders.

• It's a device used to process integrated transacionts such as payments and refunds.

• It's a website to process Care Credit payments.

• It's a platform used to book appointments.

What is an integrated transaction?

• It's a transaction initiated in Zeus and then transmitted to Clover.

• It's a transaction initiated in Clover and then transmitted to Zeus.

• It's a transaction processed through the old POS terminal.

• It's a transaction processed through Five9.

What is a partial refund?

• A refund that doesn't exceed the 30% of the paid amount.

• A refund that doesn't exceed the 50% of the paid amount.

• A refund that exceeds the 50% of the paid amount.

What is a manual transaction?

• It's a transaction initiated in Zeus and then transmitted to Clover.

• It's a transaction processed within the ICare App.

• It's a transaction initiated in Clover and then it has to be attached to Zeus manually.

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A store associate calls in to request assistance with processing a refund but the payment of the the order in question was added manually. The right process to follow is:

• The store associate has to process a manual refund in Clover and the Store Support agent has to process a manual refund in Zeus.

• The store associate has to process the refund in Zeus and it will automatically get transmitted to Clover.

• The Support Team agent has to process a refund in Clover.

A store associate calls in to attach a payment from Clover to Zeus since it did not get transmitted. The correct procedure to follow is:

• The Support Team agent has to process a manual payment in Clover again.

• The Support Team agent has to ask the store associate if he/she was within the ICare App or ask additional probing questions and then process a manual payment in Zeus.

• The store agent has to process a manual payment in Zeus.

A store associate calls in because she processed a payment twice in Clover but Zeus only reflects one payment. The correct procedure to follow is:

• The store associate needs to refund the order in Zeus so the patient can get the double charge removed.

• The store associate needs to call the customer's bank and void the transaction.

• The store associate needs to manually refund the transaction that is not linked to the order from Zeus.

A store associate is processing a full refund including the exam service but Zeus is still deducting the charge from the refund amount available. What should the associate do in order to refund the full amount including the exam.

• The store associate needs to process a refund for the glasses only and then create a ticket to request assistance with refunding the eye exam charge.

• The store associate needs to refund the exam charge manually in Clover.

• The associate needs to click on the box ''Refund Exam'' in order to refund the full amount including the exam services.

A store associate is processing a partial refund for an order of glasses and a contact lens eye exam, the total was $500. The refund percentage will be 50% of the paid amount. How much is the refund amount?

• $200.5

• $220

• $212.60

How many gift cards can be added to an order?

• 7 Gift Cards

• 10 Gift Cards

• 2 Gift Cards

• 5 Gift Cards