PH Digipay

Analyze the given screenshot from top to bottom and pick the correct ticket type, reason code and action by CS?

• Issue::Paid transaction not reflected on dashboard::Error on partner::NonEscalation:Checking admin dashboard

• Question::Paid transaction not reflected on dashboard::Error on partner::Escalation:L2

• Issue::Transaction status checking::Difficult to find transaction on dashboard::NonEscalation:Admin dashbord checking

• Issue::Payment received with no callback::Error on partner::NonEscalation::Settlement report checking

• None of the above

Look at the given sample ticket. Put a check on which one is the correct ticket type, reason code and action by CS?

• Question::Paid transaction not reflected on dashboard::Error on partner::NonEscalation:Settlement report checking

• Issue::Paid transaction not reflected on dashboard::Error on partner::NonEscalation:Settlement report checking

• Issue::Paymentn received no callback::Error on partner::NonEscalation:Settlement report checking

• Question::Transaction checking for partner::Partner received chargeback request::NonEscalation:Settlement report checking

• None of the above

Look at the given ticket/query. Is this an eWallet ticket?

• Yes

• No

• Maybe

Given the investigation feedback from internal escalation, what do you think would be the correct reason code?

• Break in queue worker

• Error on partner

• Unidentified issue

• None of the above

Given the sample ticket, which is the correct step to handle this case? (Make sure to check the given transaction as you will use the findings for the next item question)

• 1. Check the given identifier from the ticket query (in this case, GCash mobile number)

  2. In AD, check the given mobile number.

  3. As you can see that it was successful with Ext Ref ID: ARPZ01LQK1KGNDNIDEE

  4. Provide status to partner and inform that the customer can reach out to merchant if they wanted to request for a refund on this said txn.

• 1. Check the given identifier from the ticket query (in this case, amount and time stamp)

  2. In AD, check the time stamp and amount provided in the ticket.

  3. In AD it was marked as failed with Ext Ref ID: ARPZ01LQK1K8BLK

  4. Provide status to partner and inform that the customer can reach out to merchant if they wanted to request for a refund on this said txn.

• 1. Check the given identifier from the ticket query (in this case, merchant order ID/connector ref ID)

  2. In AD, check the given merchant order ID/connector ref ID, know that since it's from GCash it's a Gcash txn.

  3. Given the txn to be searched in AD, you can see that it was successful with Ext Ref ID: ARPZ01LQK1K85DRW

  4. Provide status to partner and inform that the customer can reach out to merchant if they wanted any further assistance.

• None of the above

If you received the sample ticket query on the previous item. How would you relay the result of your findings to this ticket?

• Hi Gcash, This is ___ from CS Tesm. We confirm that this transaction is failed from our end and has been settled to our merchant's account with the below External Reference ID: ARPZ01LQK1K85DFG. Kindly please advise end-customer to reach out to the merchant for refund request. Let us know if we could be of any further assistance and we'd be happy to help! Thank you!

• Hi Gcash, This is ___ from CS Tesm. We confirm that this transaction is successful from our end and has been settled to our merchant's account. Kindly please advise end-customer to reach out to the merchant for refund request. Let us know if we could be of any further assistance and we'd be happy to help! Thank you!

• Hi Gcash, This is ___ from CS Tesm. We confirm that this transaction is successful or completed from our end and has been settled to our merchant's account with the below External Reference ID: ARPZ01LQK1K85DRW. Kindly please advise end-customer to reach out to the merchant for further assistance. Let us know if we could be of any further assistance and we'd be happy to help! Thank you!

• None of the above