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WorksheetsP4C Training
Total questions: 23
Worksheet time: 12mins
Where would you refund a user?
CGD
Obj/Centra
Nmor/PayH
Correspondence Widget
Geolocation doesn't matter when creating and donating to a fundraiser.
True
False
Facebook Payments is only for who?
USA and Canada
Canada and Australia
USA
USA and Europe
Which non-technical skip code would you use for a legal threat?
nt-supp-seek
nt-sw-qt
nt-esc-pr
nt-esc-lgl
When should you send the "KP and Wait" CR?
Bugs and Receipt Re-issues
When you're waiting on your SA/POC to respond to you
When you don't know the answer
Anytime you escalate in the tribe
An FBPIL complaint also includes user's in the USA.
True
False
You get a duplicate ticket with the same issue as the previous case from a week ago. What should you do?
Respond with the same CR as the other case they have open
Send "Duplicate Case Close" CR
Skip the ticket
Ask your leadership to dequeue the ticket for you
You can refund a recurring donation.
True
False
When refunding a donation, what is the limit you are allowed to refund as an agent?
$500
$999
$1,000
$1,500
Where would you grab the UID of a Facebook user?
Centra
User Information Widget
Correspondence Widget
Job Info Widget
What is the payout schedule for a NFG charity?
5 days after the first donation for USA and 7 days for EU countries
90 days
Every 2 weeks to the charity (with a 2 week processing time)
45-75 days
You can refund a chargeback.
True
False
Depends on the circumstances
Who can request a NFG check re-issue?
Donor
Potential Donor
NP Admin
Fundraiser Creator
Instagram queues are only for USA and Europe.
True
False
What should you do if you see this?
Escalate
Pass to Risk
Pass to Payouts
Pass to Paycom
Where would you find the UID for a user in the Instagram queues?
User Information Widget
Correspondence Widget
Shadow ID
Job Info Widget
You should NEVER edit a CR unless told so by your leadership.
True
False
When receiving multiple correspondence from the same user, what should you do?
Edit the beginning and end of the correspondence
Just send a new CR with no editing
Repeatedly send the same CR as the previous agent
Edit only the name of the agent corresponding
How could you check for friendly fraud?
Check the user's friends list
Ask for a screenshot
Check Centra
Use the Compare Tool
Which of the following payment processors does not provide reporting no matter if they are DAF LW or FB Onboarded?
Blackbaud
Facebook Payments
PPGF
NFG
You don't have to leave notes on every ticket if the answer is obvious.
True
False
You refunded a user. Which correspondence would you send?
"Automated Refund - manual response "
"IG/Donor: Refund General (Misc)"
"Donor - US: Refund Approved, No fees"
"Donor: No Partial, Refund Issued"
What would you do if you see this on a ticket?
Switch it to the Stalled Queue
Skip it
Switch to the Stalled Queue and add it to the No Correspondence tracker
Escalate to leadership
