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A colorful illustration of a customer service representative assisting a customer with a payment issue, with elements like debit and credit cards, laptops, and a chat interface.

Payment Method Troubleshooting Quiz

Do you think you have what it takes to help customers with their payment issues? Test your knowledge with our engaging quiz! Answer 10 questions based on real-life scenarios to see how well you can troubleshoot payment-related concerns.

Get insights into common payment problems.
Learn the best practices in customer support.
Challenge your understanding with multiple choice questions.

10 Questions2 MinutesCreated by HelpingHand42

Yongsun is from India. She contacted us saying she's unable to update her payment method. The error message looks like this "Payment failed. Contact support". She used her debit card and she was able to use it on other services. How would you proceed?

Tell her that the we are not accepting new recurring subscription sign-ups, or redemption of free trial promos until further notice. But she can try to use PAYG methods as an option.

Basic troubleshooting for failed payment. Advise her to contact bank then send to GS2.

Ask her to try incognito/private window, different internet connection, different payment card.

Hwasa wants to try the Premium trial. She used her usual debit card and tried to use a credit card which are both registered in India. However, the payment is not pushing through. You checked her payment history and can see the failed attempts. What seems to be the problem?

Ask your GS2 buddy to check why the payment failed. After that, try the basic troubleshooting steps and make sure she already contacted her bank before sending it toGS2.

Advise her that it's currently not possible to use her card details for recurring purchases because of a new banking regulation. As a suggestion, compensate the Premium month then advise her to use PAYG payments if she wants to continue the subscription.

Basic troubleshooting for failed payment. Advise her to contact bank and make sure that her card is enabled for 3D secure online transactions.

Amina contacted us regarding her Flipkart codes. She bought a laptop during the offer period and was sent a 6 month code via SMS. She tried redeeming it and entered her debit card. Unfortunately, she wasn't able to do so. How can she redeem her codes?

Make sure that her account is trial eligible. Advise her to use a card enabled for recurring purchases and make sure that it's enabled for international and 3D online transactions.

Make sure she's trial eligible. Let her know that there's a new banking regulation which hinders from redeeming the code. Ask her for proof either via SMS or Email from Flipkart. Compensate and tag the case as CS-21522 Flipkart - Replacement Code.

Make sure she's trial eligible and compensate the 6 months and reply with [India recurring payment issue: Unable to redeem a Flipkart code].

Omar is frustrated. He was waiting for his Premium subscription to be activated so he can jam to Shreya Ghoshal's songs. He subscribed last night using UPI but was still seeing hearing ads. He checked his banking app and was already debited. How can we handle the situation?

Tell him we're sorry he can't listen to Shreya without interruption. Advise him to use another music streaming app while waiting for his account to be upgraded.

Tell him we understand his situation. Advise him that it's usual for UPI payments to take at least 72 hours due to banking process. Assure him that his account will be upgraded to Premium once we receive the payment from UPI. As a suggestion, advise him to contact UPI to check the status of the payment as well.

Tell him you're frustrated too that UPI payments takes at least 72 hours to be processed. Advise him to use a desktop app for the meantime to avoid any ads on the way.

Desmond contacted us disappointed. "Hello. I've supported Spotify since Beta in 2011. I just wanted to voice somewhere that it's incredibly disheartening that Spotify is spreading COVID-19 vaccine misinformation via Joe Rogan's id**tic podcast". He added, "I wanted that noted and that I'll start looking at paid subscriptions with other providers. I love Spotify but I can't support that so..". How do we respond to Desmond?

Tell him he is free to do whatever he wants. But we will pass along his comments on the right folks so they can check it further.

Apologize that we couldn't do anything at the moment. But let him know that you heard him and he can skip the podcast for now.

Empathize where he is coming from but tell him that we cannot comment any further on the case. Tell him that we've heard him and if there's anything else he'd like us to check, just let us know.

Moonbyul is very particular on her Spotify account and playlists. She contacted us because she's not liking the new interface. She said it's too big for her liking and she easily gets lost. She's wondering how she can roll back on the previous Spotify version. How can we enlighten her?

Tell her it's impossible but as a secret she can try to search for an APK version though it's not guaranteed.

Tell her you hear her but currently it's not possible to roll back on the older versions. Ask her what she didn't like on the current version, so you can walk her through and provide feedback on the right folks.

Empathize then wait for her to disconnect the chat.

Kevin McCallister wants to join on his family's plan. He only use one email address. He's 100% sure he was entering the right residential address which is 671 Lincoln Avenue in Winnetka, IL. He even confirmed it from his mom! You checked his account and can see that the country settings on his account is set up in France. How can he join the family plan?

Advise him to use VPN so he can join the plan. Make sure he will use a US server.

Advise him to log in on his account page. Walk him through on how to change the country settings by clicking Edit Profile then choose the country / region. Let him know that the country will only change if he's actually there. After that, he can ask him mom to send another invitation link.

Advise him to use his brother's email address to create a new account. Tell him once the account has been created, he can ask his mom to invite him on the plan.

Wheein is new on Spotify. She saw that she can sign up for a discount and was excited to do so. She tried to manually verify her details but she received an error message, "Discount is already in use". She contacted us because she was unable to use her discount. How can you help her?

Ask for her credentials: Full name, Unviversity/College, DOB. Once you locate the account, ask if she recognizes it.

Ask for her number and maybe you can find the account with her credentials.

Advise her to use a different email address then try to manually verify her account.

You found her discount! It's on the email address ahnhyejin619@gmail.com. You presented the masked email address and she did not recognize it. She wants to transfer the discount on her account. What's next?

Advise her to ask her family members/besties to confirm if they own the account so you can verify it.

Transfer it to GS2.

Terminate the subscription then transfer the discount oh her account. Make sure you disable the unknown account.

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Payment Method Troubleshooting Quiz

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