Seller: I need help running a report on my account, how can I do that?, Immediatelysent the "Reporting {View Transfer Balance - App}" macro, Ask a proving question to be sure of what report the seller needs and send the right answer., You get a case where the previous agent had already spoken to the seller. What should you do?, Always take ownership of the case, and do not misuse the bots., Send the seller to a bot even though the conversation had already started., Send the case to an unrelated bot., In your chat, you sent the seller the steps on how to solve his problem, the seller now asks you to send him a transcript of the chat because he needs the information., Send the transcript by email., Kindly note that it is not possible to send a transcript of the interaction., To go the extra mile, offer to email the steps to him so he can access them in the future., Each of the interactions must have:, Add regulator link if is not showing on helpshift., All related macros., If closing the case, the survey script., if applicable, follow up messages., When you transfer a case, you should:, Do not apply the transfer macro., Apply the transfer macro on helpshift., Tell the seller that the case was escalated internally, but the transfer was not made in SC., Apply the transfer macro on SC., How would you respond to this message: I am tired that transactions keep declining, I am losing money every day because of you., Hello, unfortunately we are unable to reprocess a declined payment., Hi, it was actually declined by the cardholder's bank, so there is nothing we can do., Hello, you will have to contact your customers and process the payments again as we cannot do it.., Hi, I understand the importance of getting your funds, let me give you the full context about declined payments., The account is under review for more than 10 days, you offer to escalate the case internally, but you forgot to escalate the case in SC, what will happen?, The seller will be left hoping and trusting that the case was escalated., Since the case was not escalated, the review will not be followed up., The seller will contact us again with the same problem, but more frustrated., As the seller is frustrated, it is a possible dsat for the next agent., The seller is having problems using a 3 party website integration with Square. What should you do?, Transfer to Ecom/Online, Send the macro "[FEE] Fees/Pricing {Fee Explanation}"., kindly advise the seller to contact integration directly., Transfer to API team., If the problem is not resolved, he can contact us again with an integration ticket number., Request: I am trying to charge my customers and want some way to send them a link. What macro would you use?, Payments {Afterpay - Suggest}, Checkout Link {SPOS - Suggest}, Online {Site - Preferences - QR Code}, Google Workspace {Suggest - Online}, The seller contacts you asking for a feature that is not available in Square, how do you handle it?, Telling you that it is simply not available., Saying: I think it’s a great idea and can see how it would be beneficial. I will share your suggestion with our product team so they can look into it for the future., Apply the feature request macro. .

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