Volume

The Host notified the Support Ambassador of their need to cancel, and the Support Ambassador didn't ask any questions about the reason to determine whether Host might qualify for EC.

• Didn't ask all necessary probing questions

• Provided incorrect and/or incomplete information

• Didn't conduct a thorough investigation

• Didn't submit bug report

We capture the Support Ambassador’s opportunities in using different tools to investigate the user’s issues. These tools include the Nova user’s profile, Nova reservation page, Resolution Center, Airbnb website, Screen Share. Including all the functionalities within each of these tools.

• Misapplied or Incorrectly removed user account frictions

• Solved the ticket before resolving the issue

• Didn't use all tools, resources or techniques available to find a resolution

• No sepo

• The Support Ambassador told the user they had 30 days after a home reservation to leave a review

• Misapplied or Incorrectly removed user account frictions

• Failed to follow one or more steps of the workflow

• Applied incorrect severity and enforcement Actions

• Provided incorrect and/or incomplete information

• The ambassador set a deadline that was not in line with the workflow

• Gave inappropriate options in the circumstances

• Mis-applied a policy, made an incorrect determination negatively impacting a community member

• Misapplied or Incorrectly removed user account frictions

• Improper use of no survey tags

Ambassador informed the user that they will set the case to pending

• Response was unduly delayed

• Failed to follow one or more steps of the workflow

• Disclosed sensitive Airbnb information (including other Support Ambassador details)

• Misapplied or Incorrectly removed user account frictions

• The ambassador signed off their email or message with their name

• Failed to follow one or more steps of the workflow

• Failed to gather information or documentation

• Applied incorrect severity and enforcement Actions

• Failed to understand the user’s situation

Support Ambassador failed to apply appropriate screen share macro as per Screen share tool workflow

• User agreement record error

• Improper use of Nova tags

• Inefficient interaction handling

• Nova Guide error

• Upon receiving a reassigned case from their own team or service (e.g. CE ambassador taking over a reassigned CE case), the ambassador introduced themselves when they sent a message to the user

• Failed to follow one or more steps of the workflow

• Mis-applied a policy, made an incorrect determination negatively impacting a community member

• Gave inappropriate options in the circumstances

• Compliance

• Support Ambassador hid a disputed review that should not have been removed.

• Misapplied policy

• Mis-applied a policy, made an incorrect determination negatively impacting a community member

• Intentionally advised a user how to circumvent Airbnb’s policies and/or penalties

• Improperly accessed user accounts

• Ambassador made more than 3 attempts to send the pin authentication on the same phone number

• Response was unduly delayed

• The ambassador recognized the need to issue a loss but failed to do so.

• Failed to follow one or more steps of the workflow

• Authenticated manually but did not follow the process correctly