WorksheetsCash In Cash Out Disputes
Total questions: 15
Worksheet time: 8mins
If a customer's problem is that funds are missing from balance, incorrect amount was added, or device was lost/stolen, we...
Transfer the case to US Support
Follow ATO workflow
Send Cash App {Add Cash Dispute - NMI}
First investigate for a SEV
Team that for an Add Cash missing or incorrect amount, is the only one that transfer their case to US Support
Messaging
AST
Voice
Social
We locate the deposit network ...
Hovering over Gateawy ID in the transfer link
Clicking on Transaction ID link
In Target Pull Attempts
All are deposit networks, except:
Visa
Esperanto
OctFf
Nyce
Select the answer that does not form part of the NOE questions
Legal name and aliases
Transaction details
Device app
Reason of the error or why the error exists
If a Cash In was unauthorized, we...
Transfer to US Support
Follow Lost/Stolen KA
Follow ATO article
For NYCE Deposits, we search for...
retrieval_reference_number.
transaction_identifier
system_trace_audit_number.
For VISA Deposits we search for...
system_trace_audit_number
transaction_identifier
system_trace_audit_number.
For Shazam deposits we copy...
transaction_identifier
system_trace_audit_number.
retrieval_reference_number.
For STAR Deposits we copy all...
retrieval_reference_number.
system_trace_audit_number.
transaction_identifier
If customer, after sending Cash App {Missing Debit Card Deposit - NMI}, do not provide documentation and there's no SEV, we...
Deny their claim
Transfer to Missing Deposits queue
Send Cash App {Missing Debit Card Deposit - NOE - Claim Denied}
For a Missing Deposit to an Unrecognized debit card, we send:
Cash App {Add Cash Dispute - NMI}
Cash App {Missing Debit Card Deposit - NMI}
Cash App {Missing Debit Card Deposit - Unrecognized Card - NMI}
If there's a Cash Out made to an unrecognized Bank account, we send Cash App {Missing Standard Deposit - Unrecognized Account - NMI}, and when we have the answers, we transfer to...
Risk ATO
Missing Deposits
We can cancel a Cash Out if...
It's been less than 3 business days
Cash Out is Waiting to Push
Gateway ID is present
We can Cancel a Cash Out in this tool...
CF1
Regulator
Toolbox
We need to escalate to RD
