Express Payment Problem Solving

What should be the case subject for a Partner Servicing case involving PAN Data?

• EP Biller Servicing 

• PAN Data Transaction

• Transaction

• PAN- Data transaction research request

Answer explanation

Step 6 of Express Payment Problem Solving Article indicates that when working with PAN Data Transaction the subject of the case should be Pan-Data Transaction research request.

When working with PAN data you should...

• Add missing digits from masked account to the transaction notes

• Add missing digits from masked account to the case comments

• Do not add the masked digits as they should be not visible for anyone

• Add them to your note pad and keep record of them

Answer explanation

Step 6 of the article on Pan-Data transaction section indicates that missing digits from the masked account should be placed in the case Comments field

What case reason and sub reason would you use for a partner servicing case related to an express payment?

• Transaction assistance – Payment Payout Assistance 

• Transaction assistance – Refund

• Transaction – Re- Direct / Refund/ Resend Request Biller 

• Transaction assistance – Express Payment 

Answer explanation

According to Step 5 of Express Payment Problem Solving article the subject should be: Transaction – Re- Direct / Refund/ Resend Request Biller 

What is wrong with the following statement?

“Mr. James, I will escalate your refund request immediately and your refund should be ready within 15 business days, you can follow up next week and we will give you the refund once it is ready”.

Answer explanation

According to Resolution Time-frames section of Express Payment Problem Solving article we should specify that the refund is not guaranteed, if requested.

When opening a Partner Servicing case due to incorrect biller or account details, what information is required to collect in case caller requests posting?

• Biller city and state 

• Biller email address

• Biller phone number, RC and state

• Intended biller RC, Name and account number

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