June MSV

The merchant needs verification his mobile number

• • We will send a request to account owner

• Let TL or Tech to verify the mobile number

• Let TL or Tech to verify the mobile number and send to the merchant an email

• We will inform the merchant you can change the mobile number to skip this step

The merchant needs to activate Souhoola and his industry electronics

• • Not eligible for the industry

• We will send a request to account owner to activate it

• We will check the account individual or company business

• Must have Commercial register and Tax ID

A new merchant has a POS, and he needs to know when he will receive his payment.

• After three days

• After one or 2 days

• After three working days

• After one or two working days

The merchant needs to change his mobile number

• We will inform you can change it from your dashboard through mange business profile

• Advise the merchant you can change if from your profile on dashboard

• We will ask the merchant you need change business mobile number or merchant mobile number

• We will send a request to sales team

The merchant have invalid Credentials in checkout

• We will create a ticket to Tech team

• We will inform the merchant you can try from anther browser

• We will send a request to settlement team to resolve the issue

• We will send a request to OPS team

The merchant needs to delete his account and his account was underwriting

• We will send a ticket to UW then Ops

• We will send a ticket to Ops then UW

• We will send a request to sales to delete the account

• We set a note on CRM and mention account owner

The merchant has suspected a transaction and needs to receive his payment.

• Create a ticket to Risk team

• Ask the merchant if he received an email from risk or not

• Check the hold sheet then send a ticket to risk

• Send to his account owner

The merchant needs to activate Fawry service on his account but his industry Real estate.

• Will check the industry on CRM.

• • Will inform the merchant Fawry did not support the industry.

• Will inform the merchant that Fawry is currently Deactivated.

• • Will send a request to the sales team to check the industry available to work with us or not.

The merchant needs early settlement

• Will send a request to Ops team.

• Will inform the merchant that the request is not allowed.

• We will send a request to sales representative

There is a delay in activating the account, and we have informed the merchant that the request will be processed within 24 to 48 working hours, and the SLA was breached.

• 
  Will send a reminder to a sales representative.

• Will send an email to the Sales manager

• • Will contact the merchant and apologize for the delay and then send a email to sales manager.