TheMoreYouKnow PH Paylater

What is the recommended approach to handle inquiries about transaction checking for partners?

• Check the transaction for success or settlement and inform the status to partners
• Issue refunds to merchant directly.
• Escalate all partner-related inquiries to L2

What is the correct ticket type for handling inquiries related to transaction checking for partners?

• Question > PH Paylater > Refund request from end user

• Question > PH Paylater > Transaction status checking for end user

• Question > PH Paylater > Transaction checking for partner

What is the correct Reason code for handling inquiries related to transaction checking for partners?

• RC : Payment Confirmation

• RC: Partner received chargeback request
• Pending Within SLA

What should CS L1 advise partners to do when inquiring about a transaction's status?

• Ignore partner inquiries and focus on customer issues
• Provide partner login credentials for direct access.
• Ask end customers to reach out to the merchant directly

What are some possible root causes for mishandling the issue of transaction checking for partners at L1?

• Failure to communicate with partners.
• Having too many customer inquiries.
• Confusion on Transaction status checking and what to inform to partners