COMPLAINTS

A communication (oral or written) that includes general

questions, service requests, or technical issues that do

not have sentiments of dissatisfaction or grievances.

Complaints that have either been escalated to a manager or reopened by the

customer

An oral or written expression of dissatisfaction or

grievance by an individual, business entity, or someone

authorized to act on their behalf, with a Cash App

product, process, service, decision, vendor, or interaction

If a customer pushes back on or is dissatisfied with the Resulting Action taken

on a filed complaint, you cannot begin Final Resolve immediately. You must

follow the "Matter Closed"

1. Cash App {Complaints - Matter Closed - NFI}
2. Cash App {Complaints - Matter Closed - Final}

-Abusive Costumer

-Fraud/ID Theft

-Reputation Risk

-Systematic Risk>> #cash-sev-cco

Expressions of dissatisfaction that do not meet

the threshold for high-risk language or behaviors.

Unfair Treatment

IP infringement

Privacy Violations

Litigation Threat

Tier 1

Tier 2
Tier 3
Tier 4

Nf1
Nf2
Nf3

Tier 1

Tier 2

Tier 3

Tier 3

Tier 2
Tier 1

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves.

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves. And mishandled the case to the cx

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves. A complaint can evolve and go from Tier

3, to Tier 2, to Tier 1.

Advocates should flag a complaint as soon as it is made and update the

complaint form as the case evolves. Then escalate to MET and RD.

Use the propper problem tag.

Be sure to flag complaints before performing any other workflow; you will not be

able to edit a complaint after you transfer a case.

Be sure to mishandled the case when we have to.

To email the customer about the info given to the advocate

Abusive Costumer

Fraud/ID Theft

Reputation Risk

Systematic Risk>> #cash-sev-cco

All the answers

Unfair treatment

IP infringement

Privacy violations

Litigation thread

All the answer

Tier 1

Tier 4

Tier 2

Tier 3

Tier 1

Tier 2

Tier 3

Tier 1

Tier 2

Tier 3

Tier kaioken SSJ 3