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PAYMENT PROCESS

Payment Process

  1. Pull up the account using Account Number or Phone number

  2. Verify the account and click the magnifying glass

  3. Click "Applications" then open "SAP"

  4. Click "Invoices"

  5. Ask for the Invoice number then select the right invoice that the customer is looking to pay.

  6. Click "Make Payment"

  7. Put the company code "OLPR"

  8. Put the Cash Journal Number: "9002"

  9. Put the Business Area: "5738"

  10. Ask the customer the amount they will pay

  11. Click "Execute"

  12. Click the name of the customer then click "check mark"

  13. Select the invoice number to be paid using the checkbox

  14. Click ">>" then choose "Simulate" or "Shift + F8"

  15. Click ">>" again the choose "Make Payment" or "Shift + F1": A pop up will show asking if you want to proceed then click "check mark" if yes

  16. Apply amount to be paid.

  17. Select for the Payment Method the click "check mark"

  18. Always choose "New Credit Card"

  19. Get the "Card Type" and "Expiration Date" from the customer

  20. Then go back to USD, hit applications then open Eckoh

NOTE:

•In ECKOH, type Screen Phone ID # to Finesse. While the customer is typing in their card number, you will see on your screen that there will be a moving # in the card connect token box.

•IF THERE IS AN ERROR AND THE CUSTOMER FAILED TO KEY IN THEIR CARD NUMBER WITHIN 15 SECONDS, press the #1 on Finesse to reset it again and advise the customer to key in their card information within 15 seconds.

•Once the customer successfully key in their card information, it will generate a tokenize ID number that you will copy/paste to your notepad.

•For additional information, we can also use the same tokenized ID in paying for multiple invoices. AS LONG AS YOU WILL USE THE SAME CREDIT CARD NUMBER.

•If a customer will have to use a different card, we will have to refresh the Finesse and they have to enter their other card number within 15 seconds.

•TO REFRESH, put #1 on Finesse Tool to refresh it and key in their card number.

REMEMBER:

•IF INVALID OR CUSTOMER IS UNABLE TO KEYIN THEIR CARD INFO/WRONG CARD INFO:

**On our end: #1 on Finesse or #885 to refresh/set expectation

**On customers end: they can type in (asterisk) * to refresh ECKOH

•IF THERE IS AN ERROR IN ECKOH, we will hear “PAN ERROR” then politely ask the customer to press "*" on their keypad and key-in their card information.

  1. Copy the screen phone ID number (ex. #15727).

  2. Paste the code on finesse

40-2ZkVjWeC-4103

NOTE: the x mark will turn into a green checkmark and you will hear the whisper. That’s the time that you advise your customer to key in their card number followed by the pound “#” sign.

  1. Once you hear the whisper, advise the customer to type in their card number in there phone screen.

NOTE: advise the customer that they have 15 seconds to key in the Credit Card information, after they key in the Credit Card information make them select the pound sign.

"I will pull up a tool to capture your account number, when the tool is ready I will give you a signal then you can put your card number in your phone keypad. You have 15 seconds to put the card number then press pound when your done."

When the Red "X" mark turned on Green "check" mark give the signal to the customer.

"Mr customer you can now put the credit card number in your phone keypad"

•When you are about to process the payment, VERIFY WITH THE CUSTOMER:

VERBATIM:

Mr./Ms. (customer), we are now going to process the payment on the card ending in XXXX.

  1. A tokenized ID will generate, copy and paste it on the card number section on the PPS, back on the payment cockpit.

NOTE:

•If there is an error because the customer failed to follow instruction on how to key in their card number, we will have to set proper expectation again with the customer that they should key-in their card number once we hear a whisper (on our end), we will give a go signal to customer to enter their card number + pound (#) sign.

•IF THERE IS AN ERROR AND THE CUSTOMER FAILED TO KEYIN THEIR CARD NUMBER WITHIN 15 SECONDS, press the #1 on Finesse to reset it again and advise the customer to key in their card information within 15 seconds.

  1. Hit the "check mark" and an authorization code will auto populate and transaction number will also be generated

NOTE: you may provide the authorization code to the customer and ask customer if they want to receive a copy of the receipt

  1. Go back to USD then add a note (click enter a note and use payment as title.)

ex. Customer called in to make a payment of $10.00. Authorization code 04531. Transaction Control Number ########

  1. Then click add notes.

  2. Save and close.