Cases that require looking up payment information (can't locate account/don't recognize the charge/etc)

Created by Amanda Denheyer, Modified on Wed, 26 Feb at 5:31 PM by Amanda Denheyer

We receive escalations from the support team regarding unrecognized payments and lost accounts sometimes.

Lost accounts
1. If the support team has not sent it already, you can send %lost% to try and get some more information
2. You can try to pull up the transaction using a search in Kount, or via the payment processors directly. If you have a receipt, then you can try to pull up the transaction in Use2Pay.
3. Once you've pulled up the account, post the link in the case, and then send the case back to the site's general support queue
2. Unrecognized payments
1. If a user is claiming to have a charge from us that they do not recognize, send %notme%.
2. If the user does not provide enough information, send %mofo%
3. Once we have information on the transaction, we will need to pull it up by searching in Kount, use2pay, or with the processors directly.
4. If the associated account is legit, send %whodis%
5. If the account is fraudulent, send %fraud1%
1. If a user is reaching out about a charge that is not from us, send %wrong%