PH Pr#d#ct H#ng##t: P#y##t

Are we able to check response from partner for failed disbursement?

• No, we aren't
• Yes, through Admin Dashboard
• Yes, through Xendit Dashboard
• Yes, through retool

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?

Account number 09061498767

• PH_UBP
• PH_GCASH
• PH_INSTAPAY
• PH_UNIONBANK_PESONET

How do we check the response of failed transaction from partner?

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

was this escalation correctly escalated and tagged?

Evaluate responses using AI:

OFF

What is The Current Connector Logs column for?

• Tells if the disbursement is pending for partner bank's final status / need reconciliation.
• If you want to know the latest partner's reason for failure or just the response of our partner bank
• Telling the state of communication and creation of transactions with the partner banks.
• First priority connector/partner bank used. Use this to put on "Partner" ticket field in Zendesk for Unknown Status case.

To whom should you escalate for checking disbursement not received case with PH_INSTAPAY 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