Product Hangout: PH Account Activation & Channel Activation

Merchant claimed not received the verification email from the activation stage. Which one is the incorrect early handling from CS?

• CS confirm with the merchant to ensure the email address is correct
• CS confirm with the merchant to ensure they check spam/junk folder in the email
• CS recommend merchant to relogin into their dashboard and resend the email verification
• CS directly escalate to #p-notifications-issues without any recommendation to merchant in advance

When merchant receive the error as shown in the picture during filling the Cards Activation form on AD, we should escalate it to #p-dashboard-issues

• True

• False

"Hi Xendit, my boss asking me to continue the activation process via dashboard in activation button on upper left side. Could you help, i couldn't find any activation button" What's the potential issue?

• User email doesn't have access 'Admin', user should reach admin to confirm the member permission
• User email doesn't have access 'Edit', user should reach admin to confirm the member permission

Merchant : "Hi Xendit, seeking your help for the update of my account 64bca27725df0dbc014065a8, name is Soul Synergia. I want to check the status"

Ron: "Hi Soul Synergia team, a moment. Let me help to check on this"

Agent check on AD Customer Management and found the account status is Live

Please complete the correct TT & RC

TT: Account Activation Status RC: ....

• Delayed activation due to merchant operations

• Account is live

• Delayed activation due to compliance

• Incomplete or incorrect documentation submitted

Where should we escalate the issue if the merchant receives the error notification as shown in the image during website submission in activation form?

• #p-onboarding-issues

• #p-channel-activation-issues

Jennie received an inquiry of account activation status checking. Upon checking on AD, the account was actually declined due to business ineligibility. Jennie seems to want to put it under TT Account Activation Status at first. But then she changes her choice to TT Account Activation Rejection. Does she make the right decision?

• True
• False

Enstack sub-acc looking for assistance to activate their Direct Debit channel. Jamie escalated it to #p-card-issues and put the ticket under TT Request for Manual Activation.

• Escalation channel true, TT true
• Escalation channel true, TT wrong
• Escalation channel wrong, TT wrong
• Escalation channel is wrong, TT is true

MO asked the merchant to resubmit Authorized Person Signature Document that showing the signature of the authorized person. The signature of the auth person should be match with the sign in ... docs

• Tax identification number
• Primary ID
• Promotional Material

In PH, merchants could do a self-serve activation via .... for the Credit Cards

• Dashboard

• Request to CS

• Merchant cannot do self-serve activation for Credit Cards

• Request to AM/SR

Joy: "Hi, may i know the status of my account AdStreamlin? I've done submit the docs" CS Agent: "Hi Joy, let us help to check on this" CS check on AD, BID 64c1cfb436eb9298a129b282 has detail as picture. What's the correct PRC for this case?

• Account Activation Status::Incomplete or incorrect documentation submitted

• Account Activation Status::Delayed activation due to merchant operations

• Account activation SLA::Lack of understanding about activation SLA

• Account Activation Status::Account is live