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"},{"type":"hardBreak"},{"type":"text","text":"Note: in these cases, in addition to referring to FIT, you may need to submit a refund for the customer if they indicate their payment information was used."},{"type":"hardBreak"},{"type":"text","text":"See: "},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer Service/CCO-Unauthorized-Pmnt-Claim.htm.","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm."}}]},{"type":"hardBreak"}]}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"c94f9ce4-3f74-46da-a99b-86717d29c87d"},"content":[{"type":"text","text":"Fraud: Bank account or Card"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"bd8e004a-f4ef-4226-95d1-4ca1b0346981"},"content":[{"type":"text","text":"A third party (non-customer) contacts us because their bank or card information was used for Snap Finance payments without their knowledge. "},{"type":"hardBreak"},{"type":"text","text":"Note: Customers claiming unauthorized payments on their legitimate Snap accounts should not be referred to FIT. "},{"type":"hardBreak"},{"type":"text","text":"Instead, follow the KB for unauthorized payment handling:"},{"type":"hardBreak"},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer Service/CCO-Unauthorized-Pmnt-Claim.htm.","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm."}}]}]}]}]}]}]},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":22},"layout":"default","localId":"c57d65cb-2461-4f4b-a0ef-0756f13c3bb7"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":23},"layout":"default","localId":"7b587009-5d74-4930-ae6a-da32d40e6468"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":2},"layout":"default","localId":"8248c0b5-2967-4a2a-a12e-54f89e2aa7e5"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":3},"layout":"default","localId":"34c88d33-e91a-42ea-8e78-f3cc7ca1bea6"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":4},"layout":"default","localId":"d13ed8e1-4ab3-4a1b-bd09-914f236719fb"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":5},"layout":"default","localId":"c693c53e-a86a-419c-9a31-f56eb8c9abaa"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":6},"layout":"default","localId":"c3a928a1-f178-4187-8552-a66e2088d065"}},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"42910176-0853-488f-bf60-7d0d46125a63"},"content":[{"type":"text","text":"LTO: ","marks":[{"type":"em"}]},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Locate-Customer-Account-Snap-App.htm","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Locate-Customer-Account-Snap-App.htm"}},{"type":"em"}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"9fb504a6-520f-4356-b581-2f9ec5508580"},"content":[{"type":"text","text":"Loan: ","marks":[{"type":"em"}]},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Loan/LT-LoanPro-Locate-Account-in-LoanPro.htm","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Loan/LT-LoanPro-Locate-Account-in-LoanPro.htm"}},{"type":"em"}]}]}]}]},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":7},"layout":"default","localId":"5be94e11-9ea4-4313-b508-ffd5102ca084"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"19428c89-da2e-4910-9783-4db3ae420cd9"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":9},"layout":"default","localId":"a2487988-4fd8-4449-9fc8-5fa0ce98e2b6"}},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"0f74f254-2c6d-45fd-b674-1ccf226e2c1c"},"content":[{"type":"text","text":"Fraud Identity theft:","marks":[{"type":"underline"}]},{"type":"text","text":" An individual contacts us because their information was used to open a Snap "},{"type":"text","text":"account","marks":[{"type":"underline"}]},{"type":"text","text":". "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"6c795391-506f-4f32-b21b-8d9d22778098"},"content":[{"type":"text","text":"Fraud: Bank Account of Card:","marks":[{"type":"underline"}]},{"type":"text","text":" A third party (non-customer) contacts us because their bank or card information was used for Snap Finance payments without their knowledge. "}]}]}]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":10},"layout":"default","localId":"0f58088f-ad97-48d9-83bd-c45917935009"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":4,"localId":"87ab4eb3-2e47-4569-8002-2fc8e615cfb8"},"content":[{"type":"text","text":"We need to know a little more about the payments that were transacted"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":14},"layout":"default","localId":"79450809-b4ff-40bf-b648-946e74ed306a"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":15},"layout":"default","localId":"cfbde84a-0690-436f-84da-b77caeea90a8"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"822235c2-35bc-4b1c-b070-4f68c50cb3f7"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":17},"layout":"default","localId":"634795d3-eea0-420f-b56e-b13df1d901ea"}},{"type":"paragraph","attrs":{"localId":"e9472ce0-5462-4281-bd1f-697b58675cd3"},"content":[{"type":"text","text":"See: ","marks":[{"type":"em"}]},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm"}},{"type":"em"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":18},"layout":"default","localId":"748deb47-a708-4c1b-b4b8-929024adfba4"}}]}],"conditions":{"12":{"i":{"co":{"cIds":{"9":["1"]}}},"o":{"sIds":["1"]},"t":"sh"},"13":{"i":{"co":{"cIds":{"9":["2"]}}},"o":{"sIds":["2"]},"t":"sh"}},"sections":{"1":{"conditions":["12"]},"2":{"conditions":["13"]}},"questions":{"4":{"type":"tl","label":"Best Phone Number to reach the Claimant","description":"This should be a phone number that you have confirmed as one that the Claimant can be reached at. 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"},{"type":"hardBreak"},{"type":"text","text":"Note: in these cases, in addition to referring to FIT, you may need to submit a refund for the customer if they indicate their payment information was used."},{"type":"hardBreak"},{"type":"text","text":"See: "},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer Service/CCO-Unauthorized-Pmnt-Claim.htm.","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm."}}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"01a18a8c-509e-444d-9e06-b5af9d573ce2"},"content":[{"type":"text","text":"A Snap customer contacts us because their profile was used to open a Snap account that they did not initiate. "},{"type":"hardBreak"},{"type":"text","text":"Note: in these cases, in addition to referring to FIT, you may need to submit a refund for the customer if they indicate their payment information was used."},{"type":"hardBreak"},{"type":"text","text":"See: "},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer Service/CCO-Unauthorized-Pmnt-Claim.htm.","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm."}}]},{"type":"hardBreak"}]}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"c94f9ce4-3f74-46da-a99b-86717d29c87d"},"content":[{"type":"text","text":"Fraud: Bank account or Card"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"bd8e004a-f4ef-4226-95d1-4ca1b0346981"},"content":[{"type":"text","text":"A third party (non-customer) contacts us because their bank or card information was used for Snap Finance payments without their knowledge. "},{"type":"hardBreak"},{"type":"text","text":"Note: Customers claiming unauthorized payments on their legitimate Snap accounts should not be referred to FIT. "},{"type":"hardBreak"},{"type":"text","text":"Instead, follow the KB for unauthorized payment handling:"},{"type":"hardBreak"},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer Service/CCO-Unauthorized-Pmnt-Claim.htm.","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm."}}]}]}]}]}]}]},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":22},"layout":"default","localId":"c57d65cb-2461-4f4b-a0ef-0756f13c3bb7"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":23},"layout":"default","localId":"7b587009-5d74-4930-ae6a-da32d40e6468"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":2},"layout":"default","localId":"8248c0b5-2967-4a2a-a12e-54f89e2aa7e5"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":3},"layout":"default","localId":"34c88d33-e91a-42ea-8e78-f3cc7ca1bea6"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":4},"layout":"default","localId":"d13ed8e1-4ab3-4a1b-bd09-914f236719fb"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":5},"layout":"default","localId":"c693c53e-a86a-419c-9a31-f56eb8c9abaa"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":6},"layout":"default","localId":"c3a928a1-f178-4187-8552-a66e2088d065"}},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"42910176-0853-488f-bf60-7d0d46125a63"},"content":[{"type":"text","text":"LTO: ","marks":[{"type":"em"}]},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Locate-Customer-Account-Snap-App.htm","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Locate-Customer-Account-Snap-App.htm"}},{"type":"em"}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"9fb504a6-520f-4356-b581-2f9ec5508580"},"content":[{"type":"text","text":"Loan: ","marks":[{"type":"em"}]},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Loan/LT-LoanPro-Locate-Account-in-LoanPro.htm","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Loan/LT-LoanPro-Locate-Account-in-LoanPro.htm"}},{"type":"em"}]}]}]}]},{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":7},"layout":"default","localId":"5be94e11-9ea4-4313-b508-ffd5102ca084"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"19428c89-da2e-4910-9783-4db3ae420cd9"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":9},"layout":"default","localId":"a2487988-4fd8-4449-9fc8-5fa0ce98e2b6"}},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"0f74f254-2c6d-45fd-b674-1ccf226e2c1c"},"content":[{"type":"text","text":"Fraud Identity theft:","marks":[{"type":"underline"}]},{"type":"text","text":" An individual contacts us because their information was used to open a Snap "},{"type":"text","text":"account","marks":[{"type":"underline"}]},{"type":"text","text":". "}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"localId":"6c795391-506f-4f32-b21b-8d9d22778098"},"content":[{"type":"text","text":"Fraud: Bank Account of Card:","marks":[{"type":"underline"}]},{"type":"text","text":" A third party (non-customer) contacts us because their bank or card information was used for Snap Finance payments without their knowledge. "}]}]}]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":10},"layout":"default","localId":"0f58088f-ad97-48d9-83bd-c45917935009"}}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":4,"localId":"87ab4eb3-2e47-4569-8002-2fc8e615cfb8"},"content":[{"type":"text","text":"We need to know a little more about the payments that were transacted"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":14},"layout":"default","localId":"79450809-b4ff-40bf-b648-946e74ed306a"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":15},"layout":"default","localId":"cfbde84a-0690-436f-84da-b77caeea90a8"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"822235c2-35bc-4b1c-b070-4f68c50cb3f7"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":17},"layout":"default","localId":"634795d3-eea0-420f-b56e-b13df1d901ea"}},{"type":"paragraph","attrs":{"localId":"e9472ce0-5462-4281-bd1f-697b58675cd3"},"content":[{"type":"text","text":"See: ","marks":[{"type":"em"}]},{"type":"text","text":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm","marks":[{"type":"link","attrs":{"href":"https://knowledge.mcoutput.com/snapfinance/Content/Customer%20Service/CCO-Unauthorized-Pmnt-Claim.htm"}},{"type":"em"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":18},"layout":"default","localId":"748deb47-a708-4c1b-b4b8-929024adfba4"}}]}],"conditions":{"12":{"i":{"co":{"cIds":{"9":["1"]}}},"o":{"sIds":["1"]},"t":"sh"},"13":{"i":{"co":{"cIds":{"9":["2"]}}},"o":{"sIds":["2"]},"t":"sh"}},"sections":{"1":{"conditions":["12"]},"2":{"conditions":["13"]}},"questions":{"4":{"type":"tl","label":"Best Phone Number to reach the Claimant","description":"This should be a phone number that you have confirmed as one that the Claimant can be reached at. With potential fraud accounts, this is often NOT the phone number on file Snap App. For Email interactions, if a phone number was not provided, input \"Not provided in email communication\"","validation":{"rq":true},"choices":[],"questionKey":""},"22":{"type":"te","label":"Your Snap Finance Email Address","description":"","validation":{"rq":true},"questionKey":""},"16":{"type":"no","label":"Amount of the payment for which you input the date in the previous question","description":"Even if the claimant had more than one payment transacted, you will just provide information for one of the payments. This will help FIT in their investigation.","validation":{"rq":false,"wh":false},"choices":[],"questionKey":""},"5":{"type":"tl","label":"Best Email Address to reach the Claimant","description":"This should be an email address that you have confirmed as one that the Claimant can be reached at. 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If you're unable to find the Application ID, type \"not found\"","validation":{"rq":true},"jiraField":"customfield_12080","questionKey":""},"2":{"type":"cs","label":"Language Preference of the Claimant","description":"","validation":{"rq":true},"jiraField":"customfield_12215","questionKey":""},"18":{"type":"rt","label":"Any other helpful details","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"7":{"type":"cs","label":"Did you add a Fraud Attribute (LTO) or follow the Wizard in LoanPro (LOAN)?","description":"This step is required on completed applications. The only acceptable answer for completed apps is \"Yes\". Only use \"n/a\" if the app was not completed (denied, approved, withdrawn status) or in cases where you were unable find the account in Snap App or LoanPro.","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"N/A ","other":false}],"questionKey":""},"3":{"type":"ts","label":"Other language","description":"","validation":{"rq":false},"jiraField":"customfield_12214","questionKey":""},"19":{"type":"cs","label":"Are you a Resident of CA? 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