After probing for the MID and Business Name, what is the next step we should do if merchant gets this error?

• Inform that their account has been terminated
• Ask the merchant for the payment method being used (cards one-off/FPX/etc)
• Ask the merchant whether they want to activate cards one-off

What is the 3rd step we should do if merchant received this error?

• Probe for the Business Name and MID
• Check if the chosen payment method is active through terminal
• Inform that their account has been terminated

While checking which payment method is active, which information do we have to pay attention to?

• From
• To
• TxnType
• Mdr

Where does this error happen?

• Payex Payment Link
• Merchant's Website

When merchant got "Transaction Not Permitted to Merchant" error on their website, what should we do/suggest next?

• Escalate to Payex
• Make sure the merchant input the correct Secret Key and Username during integration

Merchant got "Unexpected Error Occured" while login to their Payex portal. What should we do as the first investigation?

• Escalate to Payex
• Check if their payment method is active
• Check their account status (active/inactive)

The merchant is really insisting in knowing further about their termination reason and wish to appeal. What can we do?

• Close the ticket immediately since we have informed them to refer to the termination email
• Ask merchant to re-read the termination email from Payex Ops
• Ask merchant to reply to the email sent by Payex Ops