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PH Ew#ll#t Pr#d#ct H#ng##t

Authored by CS Xendit

Professional Development

1st Grade

Used 1+ times

PH Ew#ll#t Pr#d#ct H#ng##t
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10 questions

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1.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

What would you do if you receive an inquiry to refund a Maya Credits & QRPay Maya transaction?

Direct merchant to contact their AM/CPS for refund request
Refund the transaction from AD
Recommend merchant to create refund from API
Escalate to L2

2.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

If partner raise transaction checking inquiry and you found: - the payment was recorded as FAILED in Admin Dashboard - the payment is FOUND in settlement report What would you do in the first place?

inform partner the transaction was received in xendit side, but unsuccessful on merchant's end. transaction is valid for chargeback
Escalate to product team
Escalate to L2
Escalate back to partner

3.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Why partner usually raising transaction checking inquiry to us?

Difficult to find transaction on dashboard
Lack of understanding about failure reason
curious about xendit payment flow
Partner receive chargeback request

4.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

In what condition you'll put the ticket as task::other::lack of understanding refund request?

when merchant asking about transaction status
merchant is requesting manual refund
transaction status is updated to REFUNDED after it's triggered on dashboard
when end customer ask for refund status

5.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Who's our PH eWallet partner?

GrabPay, PayMaya, GCash
GrabPay, PayMaya, GCash, ShopeePay
GrabPay, PayMaya, GCash, ShopeePay, Zalopay
Zalopay, PayMaya, GCash, ShopeePay

6.

MULTIPLE SELECT QUESTION

5 mins • 1 pt

What should you do if after you proceed a manual refund from admin dashboard but you see the status is not updated?

Escalate to L2
Switch to merchant dashboard to see whether the manual refund has been successfully triggered
Get back to merchant the refund is failed
Escalate to product team

7.

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

Media Image

what is the correct PRC for this inquiry? - Transaction is recorded as FAILED in Admin Dashboard - Transaction is not found in settlement report

Ticket Category: Issue Ticket Type: Paid transaction not reflected on dashboard Reason Code: Partner Issue Partner: Paymaya Action Taken by CS: L2
Ticket Category: Issue Ticket Type: Paid transaction not reflected on dashboard Reason Code: Partner Issue Partner: Gcash Action Taken by CS: Settlement report checking
Ticket Category: Issue Ticket Type: Refund Failure Reason Code: Partner Issue Partner: Paymaya Action Taken by CS: Settlement report checking
Ticket Category: Issue Ticket Type: Paid transaction not reflected on dashboard Reason Code: Partner Issue Partner: Gcash Action Taken by CS: L2

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