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What is the SLA you inform merchant for PH_GCASH as current connector?

• T+1 3pm banking day
• T+3 banking day EOD
• T+1 banking day EOD
• 15 minutes after request

Merchant claimed the recipient hasn't received the fund. What should you do at the first place?

• Check to L2 via Zendesk
• Asking SOA and validate
• Check to finops on channel #p-disbursement-not-received
• Provide tracing number

End user claim not received funds, what SOP of the connector should CS agent refer to?

• PH_UBP
• PH_GCASH
• PH_INSTAPAY
• PH_UNIONBANK_PESONET

Transaction pending with unknown status/Disbursing, what is the next step for CS agent?

Evaluate responses using AI:

OFF

To whom should you escalate for checking disbursement not received case with PH_BPI as current connector?

• Check to Product Team and get tracing number
• No need to escalate, check Merchant Dashboard to provide tracing number
• Check to Finops and get trace number
• No need to escalate, check Admin Dashboard to provide trace number

What is the tracing number for PH_INSTAPAY?

• The last 6 digits of partner_reference
• partner_reference
• trace_no
• remittance_id

What should you do when merchant insists the recipient hasn't received the fund?

• Ask the latest SOA from transaction updated date on AD
• Check with related team if bounceback has been sighted
• Check with partner directly
• Keep the ticket as Pending

is this escalation correctly escalated and tagged?

Evaluate responses using AI:

OFF