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:

Dear Customer,

You are very important to us, and we are sorry to hear that you are having an issue with your
payment. However, we need to clarify that according to our procedures, when you start
processing your payments with Stripe, you won't receive your first payout until 7 days after
receiving your first successful payment. This is the reason why you haven't received your first
payout.

Also, note that these specifications can be found in your digital contract and on our website.
Additionally, you can update your account details or add a new bank account at any time in the
payout settings of your Dashboard. To access this, click on "Settings" in the navigation sidebar,
then go to "External payout accounts and scheduling." In many countries, the default payout
schedule is daily automatic, but you can change it in the Dashboard to weekly automatic,
monthly automatic, or manual payouts. If you select a weekly or monthly schedule, you can
specify the day of the week or month when you want the payouts to arrive in your bank account.

To resolve this issue, we can offer to process your payment as soon as possible, but it will take
at least 24 hours. If you agree with this proposal, please let me know.

We understand the inconvenience this situation may have caused, and we hope it doesn't break
our relationship.

My pleasure,

Att: Jeisson Rojas Velazquez

Stripe Docs Customer Service
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