ID Pr#d#ct H#ng##t: D#sb#rs#m#nt

Merchant claimed the recipient has not received the fund. What should you do at the first place?

• Check AD to make sure the transaction is completed
• Asking bank statement and validate
• Check with finops
• Escalate to partner

What should you do when merchant follows up and insists the recipient hasn't received the fund?

• Ask the latest bank statement from transaction updated date on AD
• Check with finops team if bounceback has been sighted
• Check with partner
• Keep the ticket as Pending

Which column in Regional Disbursement tab should you refer to decide the partner to escalate for disbursement not received?

• Channel Code
• Current Connector
• First Connector
• Reference ID

Which column in Regional Disbursement tab should you refer to know the bank/ewallet receipient?

• Channel Code
• Current Connector
• First Connector
• Reference ID

Which partner should you not escalate to finops?

• ID_BCA
• ID_BSS
• ID_PERMATA_BIFAST
• ID_PRIMA

What should you do if merchant claim the fund is not received yet and when you check on AD it's still pending due to bank downtime?

• Asking the latest bank statement
• Escalate to partner
• Check with finops
• Inform that it's still pending due to bank downtime, ask to wait for the bank is ups and share Xendit public docs to educate the merchant

What is the tracing number for Permata as bank connector?

• partner_reference field with prefix 20xxx
• partner_reference field with prefix 08xxx
• partner_reference field with prefix 17xxx
• partner_reference field with prefix XDTxxx

To whom should L1 escalate for checking disbursement not received case with ID_SHOPEEPAY as current connector?

• Finops
• Product team
• L2
• Partner

If merchant claimed disbursement has not been received, but no proof provided, what is the Reason code for this ticket?

• Late credited by bank recipient
• Bounce Back Fund
• Customer Mistake or Issue
• No context

In what condition will you tag the ticket as Late credited by bank recipient?

• When you find the transaction that claimed not received is reflected on Bank statement
• Bounceback found on partner's end
• Once no bounce back detected
• Bounceback found on finops