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WorksheetsRecognizing Fraud
Total questions: 15
Worksheet time: 16mins
I'm connected to our apartments secured WiFi and everytime I do this Sonos speaker appears on my connect picker. This device is not mine, and I can't remove it. Has the cx's account been taken over?
True
False
Hey a friend gave me a 6 months Gift card code as a gift. and I redeemed it on my account XYZ, I don't want to use this account anymore and I wan't to transfer this code to my new account with the username ZYX. How should we verify the Premium account XYZ.
Ask for free account verification details
Asked Screenshot of the front, back, and receipt of the Gift card and new email address
Ask for Premium account verification details
Escalate to GS2
Some accounts may show these signs listed on recognizing fraud Guru card, but often times the signs will appear on a customer's account that is not being used fraudulently, there may be other behaviors that can be fraudulent and the Guru card recognizing fraud are merely used as guidelines.
True
False
These are signs that the account has been taken over except
Music stops playing and an unidentified device/devices shows playing elsewhere
Subscription changes from Premium for Student to Premium for Family
Email address was updated from XYZ@alphabet.com to XYYZ@alphabet.com
None of the above
Customer received the email attached from the address Updatepassword@news.spotifymail.com.
This email is an example of spoof/phishing.
True
False
This is the type of fraud where the scammer dupe the customer into providing their personal information.
Account takeover
Friendly Fraud
Spoof/phishing
Pastebin
These are signs of Fraudulent payment attempts except:
Different credit card from different country had been used on the account before
The account has been used abroad
The account has been used recently
The email address has been changed multiple times
The cx contacted us and his OCM is as "Hey, please transfer my 1 year Premium time from XYZ@XYZ.com to ZXY@XYZ.com". This can be considered as an indication of Fraudulent Premium Transfer
True
False
This steps are signs of spoof/phishing except
Spotify email asking for the customer's full credit card number
Spotify email asking for the transaction's merchant reference number
Spotify email asking for full customer information like account password, SSN, or TIN
Links for Spotify doesn't have https at the beginning.
None of the above
Subscription automatically switch from Premium for Student to Premium individual, is a clear sign of ATO
True
False
The (a) occurs when a customer asks their card provider to reverse a payment to Spotify from their credit or debit card
The customer's account has been disabled due to chargeback, upon checking the action log in her account on UA2 you saw that her account has been disabled due to chargeback: misunderstanding. How should we proceed?
Send case to GS2
Inform that we can't re-enable as this is the second time a chargeback was requested on account
Follow chargeback flow
Hey folks, I just updated my Premium subscription but now I can't even access my account or reset my password.
When you searched using the email address you only found a free account, you opened it and saw a red disabled tag, looking further you saw that the customer doesn't have any contact history or action log. What's the next thing you need to do?
Proceed with account Search
Tell customer that her payment didn't push through
Advised to reset password again
Check payments tab for signs of chargeback
Hey folks, I just updated my Premium subscription but now it says that I'm on free. I enter my payment details on the correct account so I don't understand what's happening.Upon checking customer's account you saw that the account is tagged with "subscription yyyy-mm-dd source: manual)
How should we handle this case?
Verify the account then escalate to GS2
Follow the chargeback flow
Transfer to GS2
Resolve as spam
Hey folks, I just updated my Premium subscription but now it says that I'm on free. I enter my payment details on the correct account so I don't understand what's happening.Upon checking cx's account you saw that the account is tagged with "subscription yyyy-mm-dd (source: auto-nof)"
How should we handle this case?
Verify the account then escalate to GS2
Follow the chargeback flow
Transfer to GS2
Resolve as spam
