Taking down minutes of meeting
MINUTES of MEETING
July 21, 2015
2:45 pm - 3:10 pm
Attendees:
Gerty, Angie, Mae, Melvin
Agenda:
1. Chargebacks feedback.
2. Brazil Fraud
I.
Chargebacks
Mae & Melvin did not agree on the reason for chargeback customer:-Reason:
Melvin: SAFE - old customer used Paymentwall
Mae: FRAUD - pasted CC, contact info address is invalid (US address, ID country), request for
verification
Defense:
Angie: FRAUD - multiple CC number were used for payment
Gerty: Verification email is necessary but since it was not under the Fraud queue we are not
able to screen the account.
Action Plan:
> Request for Paymentwall, Bitpay and IOS removed from the queue since they are
AUTO-SAFE.
> Request for tick boxes for sent verification email in the FRAUD queue.
II. Brazil
No reply to email verification; ergo FRAUD
Action plan:
Auto void. Send the list for Autovoid request to Dan for auto-void approval.
MINUTES of MEETING
July 14, 2015
1:30 pm - 2:00 pm
Attendees:
Gerty, Angie, Mae, Melvin
Agenda:
1. New Paymentwall process
2. Android process (missing/refund)
3. New task: Chargeback review
Others
I. PAYMENTWALL PROCESS
1. Process from Analytics
2. Search transaction ID under Ref ID> Get Report
Details:
Please refund this transaction and kindly send an email to the customer. Thanks.
Customer's Email:
*** Mae to update PROCESS Docs.
II. ANDROID PROCESS
Missing
1. Create account
* if failed payment send email to Gerty
2. Log details in the Fraud escalation sheet (android refunds)
3. Reply to agent for details to send the customer.
* All missing payments with billing created accounts, are to be processed by the agent.
Refund
1. Log the request in the sheet.
*** Mae to update PROCESS Docs.
III. NEW TASKS (For Mae and Mel only)
Chargebacks June onwards
1. Review the email for each gateway in the chargeback sheet starting June.
2. Assess the account why a chargeback is necessary
3. Justify and log in the charge back sheet.
EFFECTIVE IMMEDIATELY
*** Mae to update PROCESS Docs.
Others:
I. Angie cannot log-in to TKS using a direct IP from office, she needs to use EVPN in order to
log-in.
II. Process Review:
Cancel 1 license for volume subscriptions:
1. Ask for the email address the customer wishes to cancel
2. Revoke the account
3. Manually refund the amount
**** Mae to update PROCESS Docs.
III. Monthly evaluation for Mae and Mel
IV. Weekly meeting: Tuesday
Noted by: Mae
MINUTES of MEETING
May 11, 2017
2:00pm - 3:00 pm
Attendees:
Gerty, Angie, Mae, Melvin, Chris
AGENDA:
1. May pay delayed
2. 13th month pay
3. HMO
4. Attendance
May - delayed since appraisal is included
No more 13th month and bonus - replaced by performance metrics
Excellent - 2months at the end of the year
Good - 1.5 months
Average - 1 month
Below average - .5 months
●
Evaluation by Gerty every year.
HMO - delayed for Chris, Mel, Earl due to accident from team building
ATTENDANCE
1. Questioned by Zak why no one is available at 11am
- 10-1130 (start next week by Mae and Kenj)
- 1-2
*** rotation every week
+++ everyone is an independent contractor
MINUTES of MEETING
July 26, 2017
2:00pm - 3:00 pm
Attendees:
Gerty, Angie, Mae, Melvin, Chris
AGENDA:
1. Zendesk log ins
RULE: Take over ticket assigned on your name except for assigned offs.
2. Fraud queue
a.
b.
-
Verification send now - no tickets created.
If SAFE, mark as SAFE
If unsure, assign to Kenj and log on verification sheet
Marked sent after 2 days captured payment.
Reports/metrics - verification emails, fraud and score
Fraud queue (ensure every member files per day to generate report)
3.
-
Applicant Interview
Jaimee done with Dev (not asking questions, not detailed)
Norwell (reschedule)
Kareen/Patrick scheduled for today
FINAL INTERVIEW with Dan if PASSED
Kareen (Comprehension might be an issue as she misunderstood some of my
questions. Although she has 12 years of experience, I feel it's mostly limited to
TSR/CSR)
4. Refund past 30 days
- If REVOKED accounts need approval from TL otherwise reject refund request.
MINUTES of MEETING
September 28, 2017
2:00-3:00pm
Attendees:
Gerty, Angie, Mae, Melvin, Cris, Kareen, Owell
Agenda:
1. Backend changes
Fraud queue (name, email, fraud score, login, signup, activation country, zendesk ticket, history)
Address 1 - check with google FOR SALE
*** visible at first glance pasted, signup and login countries, ticket
2. Payvision - cannot refund if status is PENDING for partial refund (downgrade) allow 3-4 days
before we can refund the difference.
Gateway status should be APPROVED
*** Set ticket to Open for monitoring.
3. Accounts marked fraud but status is ACTIVE (bitpay)
4. Macros: Payvision downgrade, cc does not match, account reactivated, fraud claim refunded
5. Old email address (changed email) request with Gerty.
6. Monthly evaluation