Weekly Recap Quiz #43 (January 20th)

10 Questions | Total Attempts: 79

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Weekly Recap Quiz #43 (January 20th)

All about Fraud/Credit Card Security Review!


Questions and Answers
  • 1. 
    If a customer calls to check the status of their order and it is in Fraud Screening it is okay to let the customer know that information.
    • A. 

      True

    • B. 

      False

  • 2. 
    A person has checked their credit card statement and noticed a charge from our company, but they have never made an order with us. What information should you gather from that customer to pass along to the Credit Security Review Team?
    • A. 

      Person's address and email

    • B. 

      Person's name and email

    • C. 

      Person's address and credit card number

    • D. 

      Person's name and phone number

  • 3. 
    Orders in Fraud Screening status are always fraudulent orders.
    • A. 

      True

    • B. 

      False

  • 4. 
    A customer calls in to respond to a voice message left by our Credit Security Review Team. What should you do first?
    • A. 

      Read the case notes and follow instructions left by the CCSR Team

    • B. 

      Get the security code to release the order

    • C. 

      Verify the billing address

    • D. 

      Transfer the call to Fraud Prevention Skill Group

  • 5. 
    If you have questions about an order in Fraud Screening status what should you do? Choose all that apply.
  • 6. 
    If you need to save information containing a customer's credit card data it is ok to email this credit card data to your supervisor to hold on to for security purposes.
    • A. 

      True

    • B. 

      False

  • 7. 
    If a customer calls to check their order status and the order is in Fraud Screening who should verbally verify the billing and shipping address?
    • A. 

      The customer

    • B. 

      You CSR

  • 8. 
    What medium without supervisor's approval can you store a customer's credit card information?
    • A. 

      Writing

    • B. 

      Photo copy

    • C. 

      Electronic media

    • D. 

      None of the above

  • 9. 
    Is it okay to ever ask for the customer's security code?
    • A. 

      Yes

    • B. 

      No

  • 10. 
    What does it mean if an order is in Fraud Screening status?
    • A. 

      Order has been printed in the DC and it is being picked and packed for shipment

    • B. 

      Order has an item on it that cannot be fulfilled by the DC due to an inventory imbalance and DC is looking into

    • C. 

      Order is being screened by the POD team.

    • D. 

      Order is being screened by the Fraud Department.

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