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WorksheetsSecurity Verification and ATO flow Wrap up
Total questions: 20
Worksheet time: 21mins
Customer´s issue: I´d like to cancel the subscription on my account.
Username: clarita
Screenshot of Spotify payment on bank or Paypal statement.
Transaction ID (Boku)This is a wrong answer
The earliest Spotify payment receipt you have available
PayPal Invoice ID
Customer´s message: I want to close my account.
Username: nieves.alfalfa.pelmas
Recently used device (Make, Model and Operating System)
The name of a song you recently saved to your Liked Songs playlist
Name of one Secret PlaylistThis is a wrong answer
None are correct
Asking a customer for information they won´t have is
(a)
Username: smrvd
We won´t ask for device to verify this account that was taken over since the device is more than
(a)
In an ATO case, if the customer can´t be verified and they don´t want to loose their account. What solution can we give?
Create new account and follow playlist
Tell the customer that his account is not able to be verify and politely end the conversation
Create new account with the same email address and follow the playlist.
Customer's message: I want to change the email address on my account.
Username: madeskoida
Last 4 of Credit Card
The earliest Spotify payment receipt you have available.
Screenshot of Spotify payment on bank or PayPal statement.
Customer's Given Info: 8526
Customer's message: " I want to change my email address."
Username: laurama.barragan
Secret Playlist: Baladas
Motorola, Moto G8 Plus, Android OS 9
Name of a Liked song: ¨Lobo Hombre en París¨
none of the above
When verifying a Free account you must tell the customer they only they have
(a)
What places in SF can you find additional case information?
OCM
Details- Customer info
Given Info
Files
Other cases
Even if the account is SF or LP verified, we still need to ask for Security verification details in the following case types:
Account Takeover
Changing any of the customer´s details
GDPR: Access & CCPA: Right to Know
Managing deceased customer´s account
Account transfers
Customer´s message: " I want to transfer my information from my account to another.
Username: mike3hunna819
The customer has had an account transfer already.
PayPal Invoice ID
We must also verify the account he is transfering the content to
Screenshot of Spotify payment on PayPal statement
What must a bank statement have in order to be able to verify an account
Date
Amount
Country
Have Spotify as a transaction
The following accounts are secondary accounts.
Customer´s message: I need to chnage the email address on both of my accounts.
First account: mike3hunna819 is SF VF
Second account: 126097407 is not SF VF
P0ED9D83CC
P0E1F40866
P0D650ADAB
Last Four CC: 8799
The following accounts are secondary accounts.
Customer´s message: I need to chnage the email address on both of my accounts.
First account: amyserena2201 is SF VF
Second account: 0ucsj1ortke9ufg7m583ghl27 is not SF VF
P0F1A312B0
Payment details match: proceed
Last Four of CC: 3007
The following accounts are secondary accounts.
Customer´s message: I need to chnage the email address on both of my accounts.
First account: 21tban3nft6x4cids7inuh2ty is not SF VF
Second account: 121562944987 is not SF VF
Username: 21tban3nft6x4cids7inuh2ty, Last Four: 3454
Username: 12156294498 , Liked song: StreetcarThis
Username: 21tban3nft6x4cids7inuh2ty, Last Four: 1238
Username:12156294498, Secret Playlist: Rock en espanolThis is a wrong answer
In an ATO case, if a customer sends payment verification details that can't be found in UA2 payments tab, we can use this to verify aslong as they have the customer's...
(a)
In a ATO case, you shouldn't cancel or terminate the customer's subscription if they are
Members of Family Plan
Members of a Duo Plan
Have an Ulimited Plan
Premium+ Hulu bundle
Customer´s message: " I´m seeing weird songs being added on my account. I haven´t seen any other changes, which I think is weird. I noticed them when I log into my account. "
This is an account takeover. Secure customer´s account right away.
Adviced the customer, how to to log out and signout everywhere.
Tell the customer to log out and resest password.
Tech issue. Ask the customer for more information
Customer's message: " Somebody changed my email address."
Tell the customer how to log out everywhere and reset password.
Secure the customer´s account
Tell the customer to reset passowrd and log out everywhere.
Ask for Verification details so you can changed the email back.
Customer´s message: " I´m seeing changes in my account. Musics that I don´t listen to is being added to my library. I also noticed the other day when I log into my account that I was on a Family Plan. I was on a regular premium plan...."
Tell the customer to log out from all devices and reset her password.
Probing questions.
Tell the customer how to log out from all devices and reset her password.
Secure the customer´s account.
