Font size
WorksheetsDay 1 Remote Training
Total questions: 50
Worksheet time: 27mins
An AH from UK wants to get paid by a company from Bangladesh. What options do they have, and how much will it cost (all services enabled).
Billing Service CCL only, fee is 3%.
Billing Service CCL only, fee is 3% OR UKPS, free of charge.
There is no option to get paid from a company in Bangladesh.
Billing Service CCL only, fee is 3% OR UKPS, fee is 1%.
Samantha reported her card lost 13 days ago. She didn’t order a new card yet, and is now contacting you to say that she found her card under her bed at home! She wants to unblock it. You notice that the card’s i2c status is ‘Disabled’. You…
Technically the card should have been set to i2c status ‘lost’ already. But since it’s still disabled I will ask for KE approval to unblock, after confirming all of the details of course.
Since the card is still disabled, there is no problem! I will simply verify Samantha’s personal details and unblock the card for her.
Unfortunately, even though the card is disabled, we cannot unblock a card that was reported lost after 7 days. I will apologize and assist Samantha to order a new card.
Unfortunately we are unable to unblock disabled cards. I will order Samantha a new card.
A customer is calling to request a Statement from Amazon. How will you assist?
Unfortunately, we do not provide such statements.
Transfer him immediately to the SV queue, as Amazon is a VIP.
We should ask the AH for: confirmation letter, ID (must be approved) and the GPS account last 4 digits, then transfer this to the SV queue.
Direct the AH to download the statement from their online account Store Manager.
A new seller from Mexico registered via Amazon. She has a balance of $100 and wants to link her Payoneer card to Amazon seller account, but gets declined.
Payoneer cards do not work on Amazon. AH needs to use a different card.
Amazon accepts credit cards only for seller accounts, as the Payoneer card is a debit card, the AH should use a different card.
AH needs to have a minimum of $500 on the card before linking it to Amazon.
The AH cannot connect a card to Amazon that she gets her payouts to, she should reapply for a separate Payoneer card.
What is not a Payoneer MOP?
Card
Bank Transfer
Opt-In Card
Balance Account
What is the minimum threshold in payments required to become eligible for the PRQ if the AH is from a non-core country?
5k
15k
Non Core AHs do not need to reach a minimum threshold
10k
How can an AH transfer funds from Amazon to Payoneer?
As Amazon is our partner, he just transfers the payout from Amazon's website to his Payoneer account (after linking his payee)
He needs to request a payment from Amazon
He needs to provide Amazon with his customer ID
He needs to link his GPS details to Amazon
AH has a USD Card, issuing bank is WC. The AH is using his card in the US in the local currency. Which fee will apply?
Cross border fee
Currency Conversion fee
Currency Conversion fee + Cross Border fee
None of the above since the card is in USD and he is using it in the US
An AH from Vietnam wants to receive $5000 from an American individual. What service will he need to use?
The Payment Request - CCL
The Payment Request - e-Check
The GPS - USPS
MAP
What is the fee for the US Payment Service?
3%
1USD
1%
Free
Which of the following services never has a fee?
PRQ (Payment Request)
GPS (Global Payment Service)
MAP (Make a Payment)
Opt-In Card
An AH would like to get paid from an American individual in the cheapest way possible. What service would you recommend?
The Payment Request - CCL Option
The Payment Request - e-Check Option
The USPS
B+C - since it is the same fee for these services
An AH claims he has an unauthorized transaction from a hotel. After asking additional questions, you find out he has previous transactions with this hotel with his Payoneer card. What type of dispute should you assist AH in filing?
POS Non-Fraud
POS Fraud
Double Charge
SNR
An AH reports his card as stolen. Luckily there are no transactions that need to be disputed, he just needs a new card. After verifying all the required information correctly, when you reach his shipping address, he explains that he moved to a new apartment on a different floor, but he is in the same exact building. Which of the following is correct?
Before ordering a card, AH needs to provide POR for new address, even if it’s the same building.
We can order a card to new address, because AH did not change country.
We can order the new card to the new address and ask AH to send us a POR before the end of the week.
A company Payer located in the US received a Payment Request from an AH from Argentina. The amount of the request is 350 USD. What options will the Payer see to pay this request?
CC, ACH Bank Debit and USPS
CC & USPS only because Payer is a company
ACH Bank Debit and USPS only because payer is located in the US
How many bank accounts can a regular AH add for PON (Pay outside the network)?
AH's can add up to 10 recipient accounts.
AH's can add up to 30 recipient accounts.
AH's can add up to 50 recipient accounts.
An AH contacts you because they have a Partner Payout under status "Pending Risk review". How do you proceed?
Advise to the customer that his payment is pending Risk Review
Explain to the customer that his payment is under routine review and that they will receive an update within a few days.
Ask AH to provide full LOB and ID through FDC
Using the SS, advise why was the following transaction declined.
Incorrect Pin
Already Reached Limits
Insufficient Funds
You are speaking to an AH and find that they need to provide us with an ID. No other department has requested anything from this AH yet and he has not provided anything through My Account. How do you proceed?
I will open an internal requirement and ask the AH to send his ID via email
I will open an external requirement and advise the AH to upload it from his My Account.
I will send the AH and email for him to reply to and leave it pending customer reply in CAD's queue.
Shekinah from Philippines contacts us about the issue linking GPS to her PayPal account. She thinks neither of the 2 USPS details she has so far works. Her payout method and GPS are both enabled. Which is the correct info to assist?
Check if she has connected a funding source (card must be from Payoneer) with her PayPal account. If so, we will issue new USPS for her.
Apologize for the inconvenience and check if she connected the correct USPS details. If so, we will issue her a new USPS.
Check if she connected the correct USPS details. Then, make sure she has connected a funding source (card or bank account) with her PayPal account. If so, we will issue new USPS for her.
A VRBO customer calls about a missing payout. His guest paid their future vacation already a week ago and the money is not on Payoneer yet
I will send an email to the Account Manager immediately.
VRBO sends payouts 1 day after check-in .The customer should wait.
The customer should contact VRBO as the funds haven’t reached our system yet.
VRBO is not affiliated with Payoneer.
An AH from Vietnam successfully received a bank transfer from Airbnb. However, he is complaining that the transfer time (3-5 business days) is too long. What can you advise the AH?
Apologize for the long time, however, this is the time frame
Apologize, and promote the Payoneer card as another available MOP for them on top of the BT.
Transfer the incident to G3 as part of the procedure for a missing BT payment.
Transfer the incident to GBT for community as part of the procedure for a missing BT payment of a VIP AH.
An AH calls us requesting to cancel his card account because he wants to have a currency balance account instead. You check his account and notice that he has RT tax payee under his USD card. How would you proceed?
Advise to register a new account through Payoneer official website and then offer him merge once he submits his new application.
Advise that RT Tax payees cannot be merged to existing Payoneer accounts in a polite manner.
a. Advise that he could switch his method of payment from card account to currency balance account by himself through RT Tax.com.
Which one of the following statements is true regarding the service availability of PON (Pay Outside the Network)?
AHs from all countries can add suppliers’ bank accounts from Brazil and Venezuela.
Domestic payments are not allowed in China, South Korea and Israel.
a. AHs from Hong Kong, Malaysia, Japan and India can use PON, however, AHs from other countries can’t add supplier bank accounts from these countries.
Which statement is NOT true about Opt in card fee?
The annual fee of Opt in card (USD only) is charged one year after the card is activated and AH has sufficient funds to cover the fee.
In case you need to refund fees to Opt in card, it needs to be loaded to the relevant Opt in card.
We cannot waive the ATM fee since it is a part of our agreement with MasterCard and WireCard.
To have Card as their MOP, an AH must register from...
Payoneer.com
Their Mass Payout Partner's Website
What service should an AH use to transfer money from their Card/Balance to their bank account.
Withdraw to Bank
Bank Transfer
Global Payment Service
Pay Outside of Network
What service should an AH use if they need to receive payments from companies in the US/EU/U etc...
Global Payment Service
Partner Payments
Payment Request Service
Make a Payment
What service should an AH use if they need to pay another Payoneer AH?
Make a Payment
Withdraw to Bank
Pay Out of Network
Payment Request Service
What service should an AH use to send a payment link via email to their client?
Payment Request Service
Withdraw to Bank
Global Payment Service
Make a Payment
What service should an AH use to transfer money from their Card/Balance to their supplier's bank account
Payment Request Service
Withdraw to Bank
Pay Out of Network
Make a Payment
What service can an AH with a Currency Balance account use to access their money at ATMs/POS?
Opt in Card
Global Payment Request
Pay Out of Network
Make a Payment
Which of the following is the correct Stages of Communication?
Greet, Close, Verify, Reflect, Investigation, Acknowledge, Sell Solution
Greet, Acknowledge, Verify, Reflect, Investigation, Sell Solution, Close
Greet, Verify, Acknowledge, Reflect, Investigation, Sell Solution, Close
Greet, Reflect, Verify, Acknowledge, Investigation, Sell Solution, Close
Which of the following is phrased with the best soft skills?
Thank you for your question, I would be happy help you order a card.
Oh? You want a card? I can do that.
I can order you a card.
Me order you card now.
An AH does not recognize a charge on their card. This is a...
Fraud Dispute
Non-Fraud Dispute
Service Not Rendered
Provisional Credit
An AH attempted to withdraw money from an ATM, but the machine did not dispense any money. This is a ...
Fraud Dispute
Non-Fraud Dispute
Card Seized by ATM
Compromised Card
Which Pay-in Methods are only available via Payment Request?
GPS and MAP
Credit Card and ACH Debit
Credit Card and GPS
GPS and ACH Debit
Typically, when can an AH start sending payments using MAP?
AHs can begin sending MAPs right after registration.
AHs need to be active in receiving other payments before they can send MAPs
AHs need to opt-in to the Make a Payment service by submitting a MAF
AHs will automatically be enabled for MAP when they receive $30
AHs can access Make a Payment by going to ...
Pay > Make a Payment
Receive > Make a Payment
Activity > Make a Payment
Pay > Make a Payment
CAD is responsible for ...
Reviewing and approving Payments
Reviewing and Approving documents such as IDs and PORs
Security and keeping the platform safe.
All things related to Bank Transfers/W2B
PAD is responsible for ...
Reviewing and approving Payments
Reviewing and Approving documents such as IDs and PORs
Security and keeping the platform safe.
All things related to Bank Transfers/W2B
GBT is responsible for...
Reviewing and approving Payments
Reviewing and Approving documents such as IDs and PORs
Security and keeping the platform safe.
All things related to Bank Transfers/W2B
Risk is responsible for ...
Reviewing and approving Payments
Reviewing and Approving documents such as IDs and PORs
Security and keeping the platform safe.
All things related to Bank Transfers/W2B
AHs can send a Payment Request by going to ...
Receive > Request a Payment
Pay > Payment Requests Received
Receive > Billing Service
Receive > Send a Payment
Which options could a Payer who is a company from the US see in a Payment Request?
GPS, Credit Card, ACH Debit
GPS, Credit Card
GPS, ACH Debit
Credit Card, ACH Debit
An AH can change their W2B details by ...
Adding a new Bank Account by going to Settings > Bank Accounts
Providing a Voided Check or Bank Statement
Re-applying through their partner
Providing their new bank details via email
Which guide should you use if an AH has not received their withdrawal?
Delayed W2B/BT
Late W2B
W2B Fees
Missing GPS Payments
When AH claims that someone else logged into their Payoneer account, this is known as ...
Hacked Account
Card Compromised
Phishing
Unauthorized MAP
Which guide should you use when an AH cannot log in to their account
Unable to Access My Account
Hacked Accounts
Card Compromised
Online Account
The fee for having a Currency Balance Account is ...
$0 there is no fee
$29.95 per year
$12.95 activation fee
1% of all payments received
