WorksheetsID Zendesk Ticket Type: Digipay
Total questions: 10
Worksheet time: 5mins
Merchant reach out to CS with successful eWallet transaction proof. Upon checking on AD it is completed, what is the correct ticket type?
Question > eWallet > Transaction status checking
Question > eWallet > Transaction status checking for partner
LinkAja reach out to CS with transaction details asking about chargeback request they received/product delivery status. CS will check on AD whether it is completed/failed/not found to inform them back, what is the correct ticket type?
Issue > eWallet > Payment received with no callback
Question > eWallet > Transaction status checking for partner
End user reach out to CS with successful eWallet transaction proof. Upon checking on AD it is completed, what is the correct ticket type?
Question > eWallet > Transaction status checking
Question > End user inquiry > Transaction status checking
Merchant reach out to CS with successful OVO transaction proof. Upon checking on AD it is failed, CS check on settlement report and found it -> force completed with their consent with/without callback.
What is the correct ticket type, reason code, partner?
Ticket Type: Issue > eWallet > Payment received with no callback
Reason code: Payment received with failed callback
Partner: Ewallet provider > OVO
Ticket Type: Issue > eWallet > Payment received with no callback
Reason code: Error on partner
Partner: Ewallet provider > OVO
Merchant reach out to CS with successful QRIS transaction proof. Upon checking on AD it is not found. The provider is QRIS DANA, hence you check on settlement report and confirmed not found.
What is the correct ticket type, reason code, partner?
Ticket Type: Issue > QR Code > Paid transaction not reflected on dashboard
Reason code: Payment not found but forced credited by partner
Partner: QRIS provider > QRIS DANA
Ticket Type: Issue > QR Code > Paid transaction not reflected on dashboard
Reason code: Error on partner
Partner: QRIS provider > QRIS DANA
Merchant reach out to CS with successful QRIS LinkAja transaction proof on GoPay. Upon checking on AD it is not found, CS check on settlement report and found it -> force completed with their consent with/without callback.
What is the correct ticket type, reason code, partner?
Ticket Type: Issue > QR Code > Paid transaction not reflected on dashboard
Reason code: Error on Partner
Partner: QRIS provider > QRIS DANA
Ticket Type: Issue > QR Code > Payment received with no callback
Reason code: Error on partner
Partner: QRIS provider > QRIS LinkAja
CS checks a successful transaction proof on AD but it is not found. CS check on settlement report before informing merchant.
What is the correct action taken by CS for this behavior?
Non-escalation > Admin dashboard checking
Escalation > Product Team
Merchant provide a failed/expired QRIS transaction proof, asking CS to check.
What is the correct ticket type and reason code, partner?
Ticket Type: Question > QR Code > Transaction status checking
Reason code: Difficult to find transaction on dashboard
Ticket Type: Question > QR Code > Failure reason
Reason code: End user's apps or internet connection issue
Merchant asks to activate Indodana to CS.
What is the correct ticket type and reason code, partner?
Ticket Type: Task > Paylater > Activation request
Reason code: Automatic activation feature unavailable
Partner: Paylater provider > UangMe
Ticket Type: Task > Paylater > Activation request
Reason code: Automatic activation feature unavailable
Partner: Paylater provider > Indodana
Merchant asks the status of an Akulaku Paylater transaction, CS checks on redash and inform it is completed.
What is the correct action taken by CS for this behavior?
Non-escalation > Admin dashboard checking
Non-escalation > Elaboration
