Payment Issues in Transactions
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Questions and Answers

What is the requirement for the payment details in relation to the seller?

  • The seller does not need to provide any details regarding payment.
  • The payment details can vary from the seller's details.
  • The payment details must align with the seller's details and the order placed. (correct)
  • The payment details can be generic and do not need to match.

    • What responsibility does the Pool 1 agent have concerning the legitimacy of the proof?

  • The agent must confirm the authenticity of all proofs.
  • The agent must ensure that the proof is accepted by the seller.
  • The agent has to validate payment through third-party services.
  • The agent is not required to verify the legitimacy of the proof. (correct)

    • Which of the following statements is true regarding proof handling?

  • Buyers are responsible for providing proof of payment only after the transaction.
  • Valid proof does not require verification by the Pool 1 agent. (correct)
  • The seller must provide proof before the buyer makes a payment.
  • Legitimacy of proof is verified by the Pool 1 agent during the transaction.

    • What additional resource can be shared with users for guidance?

    <p>P2P Appeal Handling Rules</p> Signup and view all the answers

    In a P2P transaction, who is primarily accountable for ensuring payment details are accurate?

    <p>The buyer must ensure payment details are correct.</p> Signup and view all the answers

    What should you do to cancel an order without impacting your completion rate?

    <p>Click the 'cancel order' button and provide a reason.</p> Signup and view all the answers

    What type of documents should be submitted when canceling an order to appeal for completion rate review?

    <p>Proof such as relevant documents or screenshots.</p> Signup and view all the answers

    Who will assist in reviewing the appeal for completion rate after order cancellation?

    <p>The relevant team will assist in reviewing the appeal.</p> Signup and view all the answers

    What is the first action to take when you decide to cancel an order?

    <p>Click the 'cancel order' button.</p> Signup and view all the answers

    Why is it necessary to attach a reason for cancellation when appealing for a completion rate review?

    <p>To provide context and evidence for the relevant team reviewing the appeal.</p> Signup and view all the answers

    What is the threshold amount that cannot be disclosed to users?

    <p>$3,000</p> Signup and view all the answers

    Which payment method is the trader checking on regarding a refund?

    <p>Fiat currency or cryptocurrency</p> Signup and view all the answers

    What type of personal information might the trader seek from the counterparty?

    <p>Personal identification information</p> Signup and view all the answers

    Why might the disclosure of the $3,000 threshold be restricted?

    <p>To protect user privacy.</p> Signup and view all the answers

    What primary action does the trader want to verify?

    <p>Refund payment</p> Signup and view all the answers

    Which of the following statements is false regarding the $3,000 threshold?

    <p>It applies to all transactions.</p> Signup and view all the answers

    When a trader checks for a refund, what critical aspect must they confirm with the user?

    <p>Payment method used</p> Signup and view all the answers

    Which of the following is NOT a potential reason for a trader to seek counterparty personal information?

    <p>Enhanced customer service</p> Signup and view all the answers

    What should you do first if you want to cancel an order that is under appeal?

    <p>Communicate with the seller to cancel the appeal.</p> Signup and view all the answers

    What must you submit in addition to the cancellation request after the seller cancels the appeal?

    <p>The exact reason for cancellation and relevant documents.</p> Signup and view all the answers

    Who will assist you after you submit the cancellation request with the relevant documents?

    <p>The relevant team.</p> Signup and view all the answers

    What action should be taken after the seller cancels the appeal?

    <p>Cancel the order and submit documentation.</p> Signup and view all the answers

    What is required to support your cancellation of an order?

    <p>The exact reason with relevant documents or screenshots.</p> Signup and view all the answers

    What is the first step after gathering information or payment proof during an escalation?

    <p>Leave an internal note</p> Signup and view all the answers

    Which case type requires an evaluation of whether the dispute is after-solved or not?

    <p>E05-P2P case type</p> Signup and view all the answers

    When escalating a case, what is essential about the related case being merged?

    <p>It must refer to the same UID and Order ID</p> Signup and view all the answers

    Which scenario requires updating the level 4 column due to reverse payment issues?

    <p>P2P dispute related to a refund</p> Signup and view all the answers

    What should be included in the internal note during escalation?

    <p>UID, SF, Order ID, Inquiry/Summary</p> Signup and view all the answers

    In the context of P2P disputes, what could lead to the need for a detailed review?

    <p>Issues in payment processing</p> Signup and view all the answers

    What action is taken if the P2P dispute is non after-solved?

    <p>Document the dispute for future reference</p> Signup and view all the answers

    What does the template for an internal note require in terms of case details?

    <p>Mandatory fields including UID and SF</p> Signup and view all the answers

    Which statement best describes the purpose of running the macro Pool 1 to Pool 2?

    <p>To escalate unresolved cases to SME agents</p> Signup and view all the answers

    What is the key consideration when merging cases in the escalation process?

    <p>The cases should reference the same Order ID and UID</p> Signup and view all the answers

    Study Notes

    Payment Issues and Responsibilities

    • The Pool 1 agent does not need to verify the legitimacy of payment proof.
    • Payment information must match the seller's details and comply with the order placed.

    User Guidance and Support

    • Guidelines for resolving issues can be found in the P2P Appeal Handling Rules.
    • Disclosures regarding the $3k threshold are not permitted for users.

    Refund Inquiry Protocol

    • Verify if the user is inquiring about fiat currency or cryptocurrency refunds.

    Request for Personal Information

    • User requests for counterparty details (e.g., phone number, name) should be handled carefully.

    Email and Escalation Procedures

    • Email handling and live chat procedures are identical in addressing issues.
    • Required steps for escalation include gathering information and leaving an internal note before moving the case to a higher pool.

    Internal Note Template Requirements

    • Include User ID, Status, Order ID, and a summary of the inquiry in internal notes.
    • Related cases must have the same Order ID and User ID when merged.

    Scenarios for P2P Dispute Cases

    • P2P dispute scenarios categorize into resolved disputes and unresolved disputes.
    • Different processes depend on the nature of the dispute (e.g., buyer vs. seller).

    Special Handling for Reverse Payment Issues

    • Reverse payment disputes primarily involve payment methods like PayPal.
    • Level 4 columns require updates based on the specifics of the case.

    Order Cancellation Process

    • To cancel an order while maintaining a completion rate, users must click the cancel button and provide justification with supporting documents.
    • Communication with the seller is necessary before cancellation if the appeal is pending.

    Cooperation and Understanding

    • Users are thanked for their cooperation in the review process concerning appeals and cancellations.

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    Related Documents

    SOP - E05 - P2P.docx

    Description

    This quiz focuses on understanding the common issues related to payment transactions, particularly emphasizing proof of payment verification. Participants will explore scenarios where payments are not received and the corresponding protocols. Gain insights into effective communication and resolution strategies.

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