Pre-reading

As part of the second onsite, you will be asked to complete an open book written role play to
show us how you might interact with users via email. Below, you will find a selection of Stripe
support docs. The role play situations will include user questions based on the content in these
docs. You will not be tested on your knowledge of the content in these docs. Instead, we want to
see how you would communicate the info in these docs to users in different scenarios.

We suggest reading these links before your interview to familiarise yourself with the content.
They provide useful context for the questions, and will allow you to focus your efforts on putting
together your replies.

Question 2: payouts
● https://stripe.com/docs/payouts

Question 2: Payouts
Context: This user seems confused about our payment schedule. With US Stripe accounts the
first transfer always comes through 7 days after a customer makes a payment but this user
seems to think they should be there by the next day. We often hear from users concerned about
the timing of their transfers. While we aren't yet set up for phone support, we should definitely
respond to this email as a priority.
Research notes:
● https://stripe.com/docs/payouts
Email:
-----WHERE'S MY MONEY???I had my first donation yesterday and I checked my bank account
this morning and still nothing has come through! Where's my money? My father's funeral needs
to be paid for by tomorrow. My cell is 123-888-4567.
GET BACK TO ME ASAP!
_________________________________________________________
Please add your reply below:

Hello Mr/ Mrs (name)

Thank you for your email.

We have reviewed your request and understand your concern regarding the timing of your first
payout from Stripe. Please be assured that your donation is safe and secure, and your payout
will be processed according to Stripe's standard payout schedule.

Additionally, we would like to clarify that for US Stripe accounts, the first payout typically arrives
within 7 business days after the customer makes a payment. This is due to Stripe's verification
process to ensure the payment's validity and prevent any issues. Subsequent payouts typically
arrive within 2 business days.
We recognize that you are currently facing a difficult family situation and sincerely apologize for
any inconvenience this may cause. We are working diligently to expedite the processing of your
first payout and will notify you immediately as soon as it is completed.

Thank you for your understanding and patience.

Sincerely,
Brisa Ariza
Customer Agent

_________________________________________________________