Shared note

"Thank you for calling Papaya Pay, this is Nyril. How may I help you today?" The information asked is for us to secure your information that we only discussed or provide information to the right person.

Apologize that we missed their call.

4597 2627 6879 4204

Caller's name:
Email:
HIPAA Compliance: Y/N (Privacy Protection Not Needed) Concern:
Resolution:
Survey: Y/N

HIPAA (any 3 of the following) Biller name: Payer name: Payer address: Payment Amount: Last 4 digits of payment method: Date of birth of Patient on bill statement:

I was able to end my break on time however when I doubled checked it didn't go through and last for 1hr and 44 mins User requested cancellation of the subscription / and asked for a refund

Informed user that we successfully processed the cancellation / and the refund will take 2-3 BSD to be completed.

I'll just need to get some additional information from you to get this taken care of ok?

bank 3-5 bsd/ since we will initate a transfer to create a virtual card

VC- 24 hrs

the transaction failed, which means the payment didn't go through, contact ur bank and send us a screenshot for the charge and your bank statement.

User is able to edit the payment method used for their subscription by doing the following: In the App, go to:

1. Account tab
2. Privacy Protection Plan
3. Payment Method (click to Edit) Here's a video we can provide to the user to show the process:

Thank you for reaching out.

To assist you better, could you please confirm which cancellation you’re referring to and the amount charged to your account?

Looking forward to your response.

Last 4 of the card: Type of Card:
Billing Address:

How would you like me to assist with your subscription?

what particular product u were registered to us, check email what charges were u facing in the past 5 months

Hello ,

Thanks for reaching out to Papaya Pay!

As requested, I can confirm that your subscription to the Privacy Protection Plan has been canceled.

To give you a brief overview, the Privacy Protection Plan is an added layer of security designed to help protect your card details and personal information when paying bills online. It minimizes the risk of data breaches and unauthorized access, especially during digital transactions.

This subscription is completely optional and appears during bill payments—either with your biller or with us—for users to review and confirm.

Should you wish to resubscribe or learn more about this service, feel free to reach out to us via email at help@ppaya.comorphone at (888) 850-5196. Our support team is available 2,4/7 and we’re always happy to help!

Please watch your inbox for a 30-second survey in the next hour. Your feedback helps us improve your experience. Thank you!

Hi there,

Thanks for reaching out to Papaya Pay!

As requested, we've canceled your Privacy Protection Plan. No further charges will be made for this service.

We’d like to briefly highlight the value of the Privacy Protection Plan. Papaya's Privacy Protection is designed to safeguard your personal information in the digital age, where third parties and data brokers collect and sell consumer data.

Our service automatically scans over 100 data brokers to detect any exposure of the user's information. Should any personal details be found exposed, our product automatically sends a removal request to the relevant sites. All we require is your name, age, and location before we get to work protecting your sensitive data! Privacy Protection subscribers can view their scanning and removal status in the Privacy tab in the Papaya Pay app.

Should you wish to resubscribe or learn more about this service, feel free to reach out to us via email at help@ppaya.com or by phone at (888) 850-5196. Our support team is available 24/7—we’re always here to help!

Please watch your inbox for a 30-second survey in the next hour. Your feedback helps us improve your experience. Thank you!

Hey team, let’s follow the instructions below. The goal is: We are currently working on scripts and macros you can use to lessen the upset of users who goes to BBB. ✅ Show empathy very early “I completely understand how frustrating it feels to be enrolled, charged when you didn’t intend to sign up.” ✅ If user makes a comment on the prompt being deceiving or misleading “Yes, I will flag this for product/design so your feedback is heard.” ✅ Direct users to provide feedback in our CSAT survey Instead of the usual "You will receive a 30 second survey... "We take your feedback seriously. If you’d like to share more about your experience, please complete our survey that will be emailed to your inbox.” ⚠️ Do not explain ‘what is privacy?’ to users unless they ask. 👉 If users want to know what it is and/or how they were enrolled, say “Papaya Payments is a third-party bill payment service that also offers a subscription called Privacy Protection. After completing a bill payment through our app, website, or a partner biller, users may be offered the option to enroll in this service. It can be either accepted or declined, your subscription may have been activated during that process.” ✅ Closing sentence (if user is clearly upset) “Thank you for giving us the chance to make this right.” (No need to advise them to fill out the survey in this case.)