PH Ew#ll#t Pr#d#ct H#ng##t

What would you do if you receive an inquiry to refund a Maya Credits & QRPay Maya transaction?

• Direct merchant to contact their AM/CPS for refund request
• Refund the transaction from AD
• Recommend merchant to create refund from API
• Escalate to L2

If partner raise transaction checking inquiry and you found: - the payment was recorded as FAILED in Admin Dashboard - the payment is FOUND in settlement report What would you do in the first place?

• inform partner the transaction was received in xendit side, but unsuccessful on merchant's end. transaction is valid for chargeback
• Escalate to product team
• Escalate to L2
• Escalate back to partner

Why partner usually raising transaction checking inquiry to us?

• Difficult to find transaction on dashboard
• Lack of understanding about failure reason
• curious about xendit payment flow
• Partner receive chargeback request

In what condition you'll put the ticket as task::other::lack of understanding refund request?

• when merchant asking about transaction status
• merchant is requesting manual refund
• transaction status is updated to REFUNDED after it's triggered on dashboard
• when end customer ask for refund status

Who's our PH eWallet partner?

• GrabPay, PayMaya, GCash
• GrabPay, PayMaya, GCash, ShopeePay
• GrabPay, PayMaya, GCash, ShopeePay, Zalopay
• Zalopay, PayMaya, GCash, ShopeePay

What should you do if after you proceed a manual refund from admin dashboard but you see the status is not updated?

• Escalate to L2
• Switch to merchant dashboard to see whether the manual refund has been successfully triggered
• Get back to merchant the refund is failed
• Escalate to product team

what is the correct PRC for this inquiry? - Transaction is recorded as FAILED in Admin Dashboard - Transaction is not found in settlement report

• Ticket Category: Issue Ticket Type: Paid transaction not reflected on dashboard Reason Code: Partner Issue Partner: Paymaya Action Taken by CS: L2
• Ticket Category: Issue Ticket Type: Paid transaction not reflected on dashboard Reason Code: Partner Issue Partner: Gcash Action Taken by CS: Settlement report checking
• Ticket Category: Issue Ticket Type: Refund Failure Reason Code: Partner Issue Partner: Paymaya Action Taken by CS: Settlement report checking
• Ticket Category: Issue Ticket Type: Paid transaction not reflected on dashboard Reason Code: Partner Issue Partner: Gcash Action Taken by CS: L2

If partner is raising transaction checking inquiry with condition: - the payment recorded as FAILED in Admin Dashboard - the payment is not found in Settlement Report What would you do?

• Escalate to L2
• Inform partner to REJECT the chargeback request
• Inform partner to ACCEPT the chargeback request
• Recommend partner to contact merchant

Before refunding eWallet transaction for merchant, what should you check?

• Merchant have sufficient balance to do refund
• refund amount is not bigger than paid amount
• validity period of refund

How long is the refund validity period for GCASH?

• 180 Days
• 185 Days
• 365 Days
• 30 Days
• Unlimited