Quiz No. 1

1.

1 point

Customers in Brazil receiving the ‘Bad Day’ error when subscribing

We’ve had reports that customers in Brazil are unable to subscribe to Premium with their credit card. The ‘Bad day’ error message comes up before the customer adds the credit card details to the form.

How should we handle it?

Contact Specialty HD to have their info added to the doc. Let the user know we're looking into it.

Advise customer to try other payment options

Send the case to GS2

Reply to the customer with the article: Payment Card Troubleshooting

2.

1 point

Termination of 13,7k subscriptions

Accounts from Argentina, Mexico, Costa Rica and Peru had their subscription terminated due to fraudulent activity. Most of these subscriptions were on a trial period. These cases will be tagged with 'Fraud end of November 2016'

How should we handle it?

Tag with ‘CSOPS-6120’ - 'Fraud end of November 2016' Contact HD.

Tag with ‘CSOPS-6120’ - 'Fraud end of November 2016' Send to Exec.

Tag with ‘CSOPS-6120’ - 'Fraud end of November 2016' Send to Fraud.

Tag with ‘CSOPS-6120’ - 'Fraud end of November 2016' Send to GS2.

3.

1 point

We’ve received reports of login latency upwards of 30 seconds on Sonos devices. We’re currently looking into this with The Sonos Development team.

"Tag the case with CSOPS-6857 - ‘Critical - Spotify Direct Control - Login Latency in EU’. Respond with 'Temporary issue fixed"

"Tag the case with CSOPS-6357 - ‘Critical - Spotify Direct Control - Login Latency in EU’. Respond with 'Temporary issue fixed"

"Tag the case with CSOPS-6867 - ‘Critical - Spotify Direct Control - Login Latency in EU’. Respond with 'Temporary issue fixed"

"Tag the case with CSOPS-6457 - ‘Critical - Spotify Direct Control - Login Latency in EU’. Respond with 'Temporary issue fixed"

4.

1 point

Accounts Being Manually Disabled by PayOps

The PayOps team are disabling certain fraudulent accounts. These cases will appear similar to Unauthorized Payment: Account Owner Contacts. They will be identifiable by who disabled in the account the Action Log at the bottom of the Profile Page on UA2

How should we handle it?

Tag as Fraud Type: Unauthorized Payment. Escalate to GS2.

Treat the case as normal. Reply to the customer.

Tag as Fraud Type: Unauthorized Payment. Escalate to Fraud.

Tag as Fraud Type: Unauthorized Payment. Escalate to Exec.

5.

1 point

is now an option in the payment checkout for all customers, when selecting to 'See more offers'. This change was made on November 24th.

6.

1 point

'Skippable Audio Ads' test

An AB test has been pushed to 50% of Free users allowing them to skip certain adverts. These adverts promote the Today's Top Hits Playlist. The test is in place to see if forced ad listens drive people to the product, as opposed to being able to opt out.

Date started: December 3rd 2016. For Free users in the UK. iOS and Android users.

Date started: December 2nd 2016. For Free users in the US, Canada & UK. iOS and Android users.

Date started: December 2nd 2016. For Free users in the US. iOS and Android users.

Date started: December 3rd 2016. For Free users in the Canada. iOS and Android users.

7.

1 point

Web player not recognizing Adobe Flash

We've had reports that the Web Player's showing the following error message "Please enable Flash to use the Spotify web player." This is due to issues with Chrome handling flash.

How should we handle it?

Tag case with CSOPS-5476 - Web player not recognizing Flash. Ask user to ensure they've enabled the Flash plugin for Spotify.com, according to the pop up message we will see when opening the Web Player. Suggest the user try the Desktop App.

Tag case with CSOPS-5676 - Web player not recognizing Flash. Ask user to ensure they've enabled the Flash plugin for Spotify.com, according to the pop up message we will see when opening the Web Player. Put the case on Hold.

Tag case with CSOPS-5476 - Web player not recognizing Flash. Ask user to ensure they've enabled the Flash plugin for Spotify.com, according to the pop up message we will see when opening the Web Player. Suggest the user try the Desktop App.

Tag case with CSOPS-5576 - Web player not recognizing Flash. Ask user to ensure they've enabled the Flash plugin for Spotify.com, according to the pop up message we will see when opening the Web Player. Suggest the user try the Desktop App.

8.

1 point

Termination of 13.8k subscriptions

Accounts from Mexico and Argentina will have their subscriptions terminated due to fraudulent activity. These cases will be tagged with ‘Fraud beginning of December 2016’.

Most of the canceled subscriptions will be fraudulent but there is a risk of genuine customers being affected.

How should we handle it?

Tag with ‘CSOPS - 6383 Heads up: termination of 13,8k subs coming up’. Contact HD.

Tag with ‘CSOPS - 6383 Heads up: termination of 13,8k subs coming up’. Send to Fraud.

Tag with ‘CSOPS - 6283 Heads up: termination of 13,8k subs coming up’. Send to Exec.

Tag with ‘CSOPS - 6283 Heads up: termination of 13,8k subs coming up’. Send to GS2.

9.

1 point

The Pay By Mobile (Boku/Fortumo) payment option is no longer available for users in the Philippines and Indonesia trying to purchase the Intro Offer.

If the customer gets in touch regarding this, then:

Reply with the article: Change Payment details

Reply with article ‘Change Payment details' Tag the case with CSOPS-6293

Reply with article ‘General Changes Feedback' Tag the case with CSOPS-6293

Reply with article ‘General Changes Feedback' Tag the case with CSOPS-6393

10.

1 point

iDeal no longer available in The Netherlands for new purchases.

iDeal will no longer be available as a recurring payment method for new purchases in the Netherlands as from today. If existing customers have a failed payment, this will revert their account to Free without a grace period.

This is now available as a PAYG (pay-as-you-go) option for customers in The Netherlands, for 1 year.

This is now available as a PAYG (pay-as-you-go) option for customers in The Netherlands, for 1, 3 or 6 months.

This is now available as a PAYG (pay-as-you-go) option for customers in The Netherlands, for 1 month.

This is now available as a PAYG (pay-as-you-go) option for customers in The Netherlands, for 1, 6 or 12 months.