End-Customer Support

End-Customer Support Flow

The Basics

• “You are the gate”: Unit does not interact with your end-customers during the support process.
  • End-customers direct questions to either (1) the Visa-managed toll-free support center (cards questions); or (2) your support center (all other questions).
  • Except for cards questions (managed by Visa), you are responsible for communicating ticket updates and resolutions to your end-customers.
• We assume that any communications Unit receives from your support center have been authenticated.

Type of Inquiries

Type	Examples	Handling
Card	“My card is lost or stolen.” “I want to dispute a card transaction.”	The Visa cards team handles end-to-end
Non-Finance	“Your app isn’t working.” “I want to opt-out of marketing emails.”	Your team handles end-to-end
Finance Self-Service	“How do I see my account balance?” “What is the status of my application?”	Your team handles via the dashboard
Finance - Complex	“I made a transfer but it’s not in my account.” “I believe there is a fraudulent ACH on my account.”	Unit manages, investigates, resolves

Cards Inquiries

• In most cases (~90%), end-customers will communicate cards questions directly to the Visa-managed call center via a toll-free number (“TFN”).
• This toll-free number is commonly printed on the back of the card, but you may choose to share it in the card mailer, on an activation sticker, in your app, or on your website (or some combination of all these options).
• The cards center manages and resolves all cards-related inquiries end-to-end, including card activation, PIN setup, fraud claims, and card disputes.
• In some cases, an End-customer may contact your support team about a card issue. In those cases, your team should direct the customer to call the cards center instead.

Non-Finance Inquiries

• If an end-customer has a question specific to your product (e.g., your site or app is down), your customer support team will intake, manage, and resolve end-to-end.
• You do not need to share these inquiries with Unit.

Finance - Self-Service

• These are inquiries that can be easily handled by your support team using existing knowledge or tools available through the Unit dashboard.
• If you’re not sure how to handle something, pass it to Unit (that’s what we’re here for!).

Finance - Complex

• These are communications that cannot be easily managed by your support team, need additional investigation, etc.
• When creating a ticket for Unit to action, your support team should document as much relevant information as possible in the ticket, including
  • The “Customer ID” of the end-customer in the Unit dashboard
  • The date of the transaction
  • The value of the transaction
• The Unit Customer Support team will review the ticket and confirm that all information necessary to investigate the issue has been provided. For example:
  • A complaint about a duplicate transaction needs to include all relevant transaction details, such as the date and the amount.
  • A complaint about a stolen card requires confirmation of the end-customer’s identity prior to submitting the ticket.
  • If more information is needed, Unit may follow up with your support team by responding to the ticket in free text.

Escalating tickets to Unit

Unit requires that you implement a ticket management system to intake, escalate, and resolve end-customer inquiries. Unit does not require you to use a specific system, but we can provide guidance if helpful. There are three different ways to escalate Finance-related tickets to Unit.

User authentication

Unit trusts that any request that comes from support is coming from a user who you have confirmed is your actual customer. You can confirm this in two different ways:

• Only offer support to users who are logged into your platform
• Ask questions to confirm a user’s identity

The best practices for the second option are to ask three to four questions with at least one question being a non-account related question. Below is a sample of questions:

• What are the last 4 of your SSN?
• What is your phone number?
• What are the last 4 digits of your card number?
• What is your date of birth?
• When did you open your account?
• When did you make your last deposit?

It is your choice how strict to be with this authentication process. You can take verification one step further based on the requests, such as needing to change a name or a user claiming they lost their phone. For requests like these, you can ask the end user to send a selfie with their ID.

How to share tickets with Unit

• Tickets can be shared with Unit by:
  • Manually submitting a form via support.unit.co
  • Sending an email to support@unit.co
• You will have full visibility into the audit trail for any ticket you create, allowing you to understand its current status, changes made over time, and next steps.

Method	Description	Auditability
Form Submission	You can create tickets for Unit by manually submitting the details through the form at our Support Center portal.	This method offers full visibility of the ticket audit trail through the portal, but you must log in to the portal to see updates.
Email	You can create tickets for Unit by emailing the details to us at support@unit.co.	You will be emailed any time there is an update to the status of the ticket.

Tools

• Unit does not require you to use a specific ticketing system or customer support tool; we will work with you to ensure your chosen tool works in the context of the support flow outlined in this Guide.

Responding to end-customers

• Once a finance-related issue has been investigated, you (if self service) or Unit (if complex) will determine the proper resolution for the case. For example:
  • Self service: If your team can provide the requested information to the end-customer by referring to the Unit dashboard, you may do so over the phone in real-time.
  • Complex: If a dispute is verified, Unit will credit the disputed amount to the end-customer’s account and provide you with the response to send to the end-customer.
• If the issue has been investigated and resolved by Unit, we will include all details in the case ticket so your team has an audit trail of the steps taken and resolution outcome.
• In all cases (except card issues that are handled by Visa), your support team is responsible for communicating the results of the investigation and resolution details to the end-customer.

Risk-Initiated Actions

In rare cases, a flag in our transaction monitoring or “Know Your Customer” systems may require us to freeze an account to adhere to our risk and compliance standards. In such a case, we would alert you via the Unit dashboard, indicate the cause, and provide guidance on how to communicate the issue to your customer.