1. The document outlines common mistakes made in customer service (CS) submissions and feedback responses and penalties for each mistake. 2. Submission mistakes include submitting profiles with contact information, reversed photos, or profiles indicating they are scammers. Feedback mistakes include providing wrong or poorly written responses. 3. To reduce mistakes, the document recommends carefully checking profiles for red flags, following instructions for reporting suspicious profiles, and consulting others when unsure how to handle situations.

1. CS mistakes types + How to
reduce?
Emma
2012-12

2. CS mistake types?
• Submission mistakes:
1. submit gold scammers. (Gold: promote site: fine 100RMB, bidding site: fine 300RMB)
2. fail to deal with suspected scammer in time(rule:within 7 days)
not follow QA / Irina's instrucetions after report suspected scammer
remove the fraud tag wrongly
(If it cause chargeback later, fine 100RMB)
3. contact info, other site name on the photo, reversed photo, standard member scammer,
MM user looks for sugardaddy...
(contact info: fine 20RMB, others: fine 10RMB)
• Feedback mistakes:
1. Wrong reply (fine 20RMB)
2. Grammar, spelling error (fine 10RMB)
3. Wrong format, such as wrong signature. (fine 10RMB)

3. Samples
Submit gold scammers:
scammer who filed charge back: http://staff.maosongsoft.com/uploads/6779/62/3/135566148395.gif
How to avoid ?
Always google photo, about me, about my match, check email historys, ask user to verify, call.
Report suspected scammer (normally score is +) to QA / Irina, learn from following bloked scammers:
1)http://staff.maosongsoft.com/uploads/6740/172/4/134797175370.gif
2)http://staff.maosongsoft.com/uploads/6740/172/4/134797175379.gif
3)http://staff.maosongsoft.com/uploads/6740/172/4/134797175351.gif
4)http://staff.maosongsoft.com/uploads/6740/172/4/134797175314.gif
5)http://staff.maosongsoft.com/uploads/6740/172/4/134797175342.gif
6)http://staff.maosongsoft.com/uploads/6734/122/1/134672116272.gif
7) http://staff.maosongsoft.com/uploads/6734/125/2/134672432562.gif
8) http://staff.maosongsoft.com/uploads/6735/9/2/134680835980.gif
9) http://staff.maosongsoft.com/uploads/6735/9/4/134680862766.gif
10) http://staff.maosongsoft.com/uploads/6737/48/4/13472477487.gif
11) http://staff.maosongsoft.com/uploads/6779/62/4/135566170225.gif

4. fail to deal with suspected scammer in time (Rule: within 7 days)
How to avoid? --> Make your working email address associated to CS account to get
response of reports in time.

5. not follow QA / Irina's instrucetions after report suspected scammer

6. remove the fraud tag wrongly

7. Contact info
How to reduce? Be careful + search by keywords after submission

8. Other site name on the photo

9. Reversed photo
Note: Users may upload the photo taken by smart photo, sometimes, even
staff rotate the photo, the photo is still reversed. In this case, staff should go
to search, then download the photo, edit then upload again for user.

10. Wrong reply:staff may deal with feedback totally wrong.
•

11. CS staff send wrong refund requst:
http://staff.maosongsoft.com/uploads/6748/48/2/134944722221.gif
Note: when the feedback is about the membership, staff should be
careful. Please check the refund rule as follows seriously:

12. Grammar, spelling error:
How to reduce? Click the "Check spelling"

13. Wrong signature:

14. Others: for example: insert 2 templates to reply

15. How to reduce CS mistakes?
• When submission
1) When submit gold, if 2+ suspicious points or the profile score is 4+, investigate seriously, then
report to QA / Irina. Follow their instruction after report.
2) Be careful when submit normal profiles, pay attention to the red part system warns.
3) After submisson, you can go to search contact info keywords and reversed photo to review.
• When deal with feedback:
1) If you are not sure about the new feature users consult, check websit immediately
2) For site bug or problem users report, submit suggestion to fix. If you are not sure, consult on
duty engineer.
3) If you can not solve user's issue by email, ask Toronto staff to call.
4) For difficult feedback, you can refer QA or toronto staff for help
5) Be extremely careful when you deal with refund, or potential chargeback.

16. • Be careful!
P.S. Public email gather all cs mistakes:
csmistake@gmail.com(password: masonsoft)
• Submit suggestions to improve our
system: check bonuslists@gmail.com(password: masonsoft) ,
search sug-censor, or sug-chargeback to learn