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WorksheetsIRF Forms
Total questions: 20
Worksheet time: 10mins
"Dispute this ASAP" You do not see any transaction attached
Cash App {Cash Card Dispute - NMI}
Cash Disputes {No Error/Past 60 Days}
Cash App {Cash Card Dispute - Pending Transaction}
Cash App {Cash Card - Declined Unauthorized Payment}
"I want to get a refund from all the payments made on 2012"
Cash App {Cash Card Dispute - NMI}
Cash Disputes {No Error/Past 60 Days}
Cash App {Cash Card Dispute - Pending Transaction}
Cash App {Cash Card - Declined Unauthorized Payment}
"Dispute this inmediatly" The transaction was made 5 minutes ago
Cash App {Cash Card Dispute - NMI}
Cash Disputes {No Error/Past 60 Days}
Cash App {Cash Card Dispute - Pending Transaction}
Cash App {Cash Card - Declined Unauthorized Payment}
"I know I did not have funds to pay that transaction at the time, but I want to dispute this anyways"
Cash App {Cash Card Dispute - NMI}
Cash Disputes {No Error/Past 60 Days}
Cash App {Cash Card Dispute - Pending Transaction}
Cash App {Cash Card - Declined Unauthorized Payment}
"Dispute this ASAP" You do not see any transaction attached but the Cx was denylisted before the transaction.
Cash App {Cash Card Dispute - NMI}
Cash Disputes {No Error/Past 60 Days}
Cash App {Denylisted}
Cash App {Cash Card - Declined Unauthorized Payment}
"Dispute this ASAP" You do not see a transaction attached but the Cx was denylisted after the transaction.
Cash App {Cash Card Dispute - NMI}
Continue with the workflow
Cash App {Denylisted}
Cash App {Cash Card - Declined Unauthorized Payment}
"Dispute this ASAP" You see a transaction attached but the Cx was denylisted after the transaction.
Cash App {Cash Card Dispute - NMI}
Continue with the workflow
Cash App {Denylisted}
Cash App {Cash Card - Declined Unauthorized Payment}
"Dispute this ASAP" You do not see any transaction attached but the Cx was denylisted before the transaction.
Cash App {Cash Card Dispute - NMI}
Cash Disputes {No Error/Past 60 Days}
Cash App {Denylisted}
Cash App {Cash Card - Declined Unauthorized Payment}
"I want to know how my dispute for case number 31231233 is going"
Cash App {Cash Card Dispute - NMI}
Cash App {Denylisted}
Cash App {Duplicate Case - NFI
Cash App {Cash Card Dispute - NMI}
You ask a Cx to send a transaction and you see that it is still once the Cx attach it.
Cash App {Cash Card - Declined Unauthorized Payment)
Cash App {Cash Card Dispute - Pending Transaction)
Cash Disputes {No Error/Past 60 Days)
Cash App {Cash Card Dispute - NMI)
A Cx contacts you and he sends 2 transactions, one is pending and the other was made on 1/01/2012
Cash App {Cash Card - Declined Unauthorized Payment) and Cash Disputes {No Error/Past 60 Days)
Cash App {Cash Card Dispute - Pending Transaction) and Cash App {Cash Card - Declined Unauthorized Payment)
Cash Disputes {No Error/Past 60 Days) and Cash App {Cash Card Dispute - Pending Transaction)
Cash App {Cash Card Dispute - NMI) and Cash App {Cash Card - Declined Unauthorized Payment)
A Cx contacts you and he sends 2 transactions, both are pending.
Cash App {Cash Card Dispute - NMI
Cash App {Cash Card Dispute - Pending Transaction) and Cash App {Cash Card - Declined Unauthorized Payment)
Send 2 times Cash App {Cash Card Dispute - Pending Transaction)
Cash App {Cash Card Dispute - Pending Transaction) and add all the details from both transactions.
How many transactions the Cx is allowed to dispute in a chat?
3
4
5
As much as they can attach in the chat
Does the Cx only have to file 1 IRF form for all the transactions that he want to dispute?
Yes, he only requires to file 1 IRF form for all the transactions.
No, he needs to file 1 IRF form for each transaction.
After the customer selects Contact Support, they will be prompted to include one transaction associated with the claim. If there are multiple transactions that they’d like to dispute, they will have the opportunity to add this in the IRF once it is emailed to them.
What is a IRF form?
This IRF is where the customer enters all pertinent information for the Cash Risk Disputes team to handle their claim. The claim has not been submitted to the Disputes Team until this email form (IRF) is complete.
An annoying form that we intentionally made to difficult the Cx
This IRF is where the customer enters all pertinent information for the Cash Disputes team to handle their claim. The claim has not been submitted to the Disputes Team until this email form (IRF) is complete.
This IRF is where the advocate enters all pertinent information for the Cash Risk Disputes team to handle their claim. The claim has not been submitted to the Disputes Team until this email form (IRF) is complete.
Can the Cx refile again an IRF form?
If a customer requests to reopen their dispute claim, start the IRF workflow as if the customer were initiating a new claim. Our Disputes team will review their case and diagnose if we can refile.
If a customer requests to reopen their dispute claim, start the Final Resolve workflow as if the customer were initiating a new claim. Our Disputes team will review their case and diagnose if we can refile.
If a customer requests to reopen their dispute claim, start the Scam workflow as if the customer were initiating a new claim. Our Disputes team will review their case and diagnose if we can refile.
If a customer requests to reopen their dispute claim, start the IRF workflow as if the customer were initiating a new claim.
What should we do if a Cx is requesting documentation for a declined dispute?
Once you’ve identified the denied claim:
Send Cash App {Transfer to Investing triage}.
Transfer the case to the Disputes Claim Docs queue. Include the case number for the denied claim in the transfer description.
Once you’ve identified the denied claim:
Send Cash App {Transfer to Disputes Teams}.
Transfer the case to the Disputes Claim Docs queue. Include the case number for the denied claim in the transfer description.
Once you’ve identified the denied claim:
Send Cash App {IRF Form}.
Transfer the case to the Disputes Claim Docs queue. Include the case number for the denied claim in the transfer description.
Once you’ve identified the denied claim:
Send Cash App {Transfer to Disputes Claim Doc}.
Transfer the case to the Disputes Claim Docs queue. Include the case number for the denied claim in the transfer description.
Do we need to address all the transaction that the Cx attaches in the chat?
Yes :(
No :)
You see a transaction was declined due to insufficient funds and It is a subscription
Cash App {Cash Card - Declined Unauthorized Payment)
Cash App {Cash Card - Declined Unauthorized Payment) and mark the tab that says unauth
Cash App {Cash Card - Declined Unauthorized Payment) and mark the tab that says fraud
Cash App {Cash Card - Declined Unauthorized Payment) and mark the tab that says pending
What do we do if a Cx attach a transaction and it is pending and we already send the QT Cash App {Cash Card Dispute - Pending Transaction}?
Cash App {Cash Card Dispute - Pending Transaction - Pushback}
Cash App {Cash Card Disputee - Pending Transaction - Pushback}
Cash App {Cash Caard Dispute - Pending Transaction - Pushback}
Cash App {Cash Card Dispute - Pendiing Transaction - Pushback}
