Quality rules for cashiers.

Airtm's Quality program constantly evaluates multiple performance variables and compares cashiers against others with the same experience level.

The evaluation of quality is continuous, reviewing the most recent operations, so it is possible that even though you may have many completed transactions and a good historical rating, the system detects that recently, for some reason, your performance has been affected. In this case, the system will send warnings and give you recommendations for improvement.

Quality is one of Airtm's core values, so only those users who meet the necessary standards and pay attention to our recommendations will be able to accept requests from other peers on the platform.

Some of the variables evaluated in this program include:

  • Rating received: The rating you receive on completed transactions. 
  • The number of canceled transactions: When the cashier initiates the cancellation.
  • Discrimination and offenses: When they come from the cashier.
  • Payments from third-party accounts: When the cashier uses third-party accounts to send payments.
  • Changes in the internal conditions of the transaction: When the cashier proposes to use another payment method, commissions, or exchange rate.
  • Sharing or requesting personal information: When the cashier is the one who provides or requests the information.
  • The number of mediations lost: When the cashier is the one who loses the mediations.
  • Confirmation or completion time: When the cashier is the one who is slow in confirming the transfer or receipt of funds.

As you can see, for the quality evaluation program, we take into account the rating you have received only on transactions that were completed, so we ignore failed transaction ratings, where possibly the counterparty was absent or did not know how to proceed, and the rating may not be appropriate or fair.

With respect to cancellations, only transactions where you have initiated the cancellation process are taken into consideration. So our recommendation is that you should only accept requests when you are absolutely sure that it is in your interest to complete them.

If the customer does not answer, it is preferable to use the chat and wait for a response instead of rushing to request a cancellation; remember that if the user does not complete the payment in the established time, the transaction will cancel itself. It should always be in your best interest to complete all transactions you accept.

On the evaluation of discrimination and offenses, payments from third-party accounts, sharing/requesting personal information, or changes in transaction conditions we only take into account when the cashier is the one who commits the infraction. If a requesting user is the one who violates the rules, you can contact us to take the necessary actions.

The completion or confirmation times that our quality system will consider is the time that elapses when the cashier must send payment and confirm the transfer or when confirming the receipt of funds to complete a transaction after the customer has confirmed that he/she has made the payment.

When we talk about the number of lost mediations, we only count the mediations completed in the customer's favor; in other words, the mediations that the cashier loses. Having a low number of losses means the cashier is doing a great job.

Avoid accepting multiple transactions if you cannot complete them quickly. Take special care to have full availability of funds before accepting peer withdrawal requests, remembering that making payments from third-party banks or electronic accounts is prohibited.

Finally, keep in mind that the most common reason why users rate their counterparty poorly is the delay in completing transactions; consider this whenever you accept a transaction.

Stay tuned to our messages and recommendations. We are sure they will help you improve your level for the benefit of all.

Contact us if you have any additional questions or suggestions.

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