WorksheetsEscrow & RDL Issue Handling
Total questions: 12
Worksheet time: 6mins
Merchant raised VA transaction checking in Instamoney WAG. What is the crucial data Merchant has to provide as well as CS has to obtain from them?
a. VA number, payment proof, date & time of transaction, request & response API
b. VA number, payment proof, date & time of transaction
After we obtain complete data from Merchant of Instamoney WAG for VA transaction checking, what should we check next as CS?
a. get their email or BID first on Admin Dashboard to be escalated to other team
b. check VA on Virtual Account Tab on Admin Dashboard to check VA is valid or not & determine whether it is Escrow or non-Escrow VA
How do we identify a VA is an Escrow VA or non-Escrow VA?
a. check on VA Details for "Escrow VA" type in VA Tab on Admin Dashboard
b. escalate to FinOps
If Escrow VA is found breaking like this picture on VA Tab, what is the next step for this?
a. escalate to L2 Cashpay because it needs to be checked
b. escalate to Escrow Product Team because it needs to be checked
c. escalate to no one because it is expected
Can we find External Escrow VA in our Escrow Admin Dashboard?
a. yes
b. no
Can we find Internal Escrow VA in our Escrow Admin Dashboard?
a. yes
b. no
Direct VA Escrow bank code is/are?
a. BRI
b. BNI
c. Mandiri
d. Permata
e. BRI & BNI
What is Find VA Inquiry Tab function on Escrow Admin Dashboard?
a. check Escrow Direct VA if not found in Escrow - Virtual Account Tab
b. check Escrow Non-Direct VA if not found in Escrow - Virtual Account Tab
If Escrow Direct VA found as Unmatch, what should we do next?
a. escalate to FinOps so FinOps can assist to check
b. escalate to L2 Escrow so L2 can assist to approve
If Escrow Non-Direct VA is found on VA Tab but cannot be found in Escrow VA Tab for particular transaction raised by Merchant, what should we do next?
a. escalate to FinOps so FinOps can assist to check
b. escalate to L2 Escrow so L2 can assist to check
Merchant raised "disbursement" transaction checking but CS is not convinced whether it belongs to Escrow, RDL, Remittance, or IM in general. What should CS do to check the nature of the transaction?
a. ask Merchant what their transaction was
b. escalate to L2 Disbursement
c. check transaction on possible Money Out channels on AD (Disbursement, Escrow, or Remittance Tab)
d. A & C correct
e. all correct
If Escrow & RDL Product Team notified you about VA Name blacklist, what should you do next?
a. check on VA & BID details given from Product Team to determine this is ID Merchant or Chinese Merchant first
b. notify L2 Escrow for this directly
