FAQ
TANC Payment Process Quiz
Welcome to the TANC Payment Process Quiz! This quiz is designed to test your knowledge of the payment procedures within TANC. Whether you're familiar with refund time frames or the specific requirements for merchandise returns, this quiz will help you assess your understanding and readiness.
Topics covered include:
- Payment methods
- Refund processes
- Customer service protocols
- Document requirements
1. Where in TANC are you able to locate the payment method used for the payments made? (Select all that apply)
Tanc Notes
Transaction Listing
The customers Lease Agreement.
Documents Tab.
2. Customer calls in asking for a refund for a payment made by ach that was made on (Todays Date). What is the refund time frame?
The next Business day.
3-5 business day.
2 business days.
Up to 10 business days.
3. What must you ALWAYS offer on EVERY call?
Set up the 90 day lease to own amount.
To call the Customer Back.
Self Service Options.
To Process A Payment.
4. Customer calling about a refund about an ACH payment made today. What are your options?
Discuss about their remaining 12 month lease to own total..
Offer to use Decision logic.
Offer to call the bank with customer
Place customer on hold and write your notes.
Slack your friend.
Inform the customer we would need a bank statement.
Advise customer to speak with their bank.
5. Why would we need a bank statement(s)? (Select all that apply)
To confirm if a payment is no longer pending.
To confirm a fee.
To over turn a denial.
To confirm multiple payments made that are not on Tanc.
6. What is the time frame for a credit/ debit card refund?
3-5 business days
2-10 business days.
10 business days
Up to 10 business days.
7. What is the time frame for a credit/ debit card refund that was voided?
3-5 business days
2-10 business days.
10 business days
Up to 10 business days.
9. What are the requirements for merchandise that are damaged, lost or stolen before transferring to Internal Returns. (Select All that Apply)
Leadership Approval.
Notarized Letter.
Store confirmation.
Pictures of Damaged Merchandise.
Customers word.
Police Report.
9. Customer is in contracts received but wants to use their approval at a different store. What are your next steps/ options? (Select all that apply)
Expire the lease.
Set application back to approve if store confirms no merchandise was released and we are good to cancel..
Call the store.
Inform the store will cancel the order.
Confirm with the store if any merchandise has been released and if we can cancel.
Check if IP was made.
If IP was made and store is okay with cancelation. You can submit a refund for the customer.
Slack leadership to submit refund if IP was made after confirming nothing has been released.
Have the customer re apply.
You may only cold transfer if (blank). You CANNOT Cold Transfer to (Blank).
CS dept hold time is greater than 5 min OR the department you're transferring to has a hold time of more than 1 min.
Merchant Support. CPA. Email.
You can never cold transfer.
Investigations, Internal Returns, Internal Review, or Bankruptcy
Leadership tells you can.
Any department.
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