#D & CN Pr#d#ct H#ng##t: #W#ll#t

How long is the settlement days for eWallet transactions

• T+2 days
• T+3 business days
• T+2 business days
• Depends on the issuer

How to identify eWallet payment paid by QR String?

• In the payment proof it will contain "-qr" beside the merchant ref ID
• in transaction inquiry tab on Admin Dashboard - it will contain "-qr" beside the connector reference id
• in transaction tab of merchant dashboard - Transaction billing label: QR - Payment Method: E-wallet
• escalate to L2
• escalate to partner

Does ShopeePay refund have downtime mode?

• No, refund can be proceed anytime
• Yes, only for non-whitelist merchant
• Yes, downtime happened every 23:55 - 05:00
• Yes, but only limited to certain region

Why we can't locate Netflix transaction through Admin Dashboard?

• The transactions are not found
• Netflix is not integrated with Xendit
• Netflix integrate with Xendit using BOKU proxy
• because it's not ewallet transaction

Please kindly see the issue attached. OVO reached out to Xendit because they are receiving chargeback request from NETFLIX end user, what's your action step?

• Tell OVO Netflix is not integrated by Xendit therefore please contact Netflix directly
• Escalate to BOKU using macro "BOKU Escalation Netflix Transaction Checking"
• Escalate to L2
• Inform OVO to accept chargeback request because it's not found in our Admin Dashboard
• Escalate to CPS/AM

What's the correct ticket type of this case?

• Issue::Ewallet::Paid transaction not reflected on dashboard::Partner Issue
• Issue::Ewallet::Paid transaction not reflected on dashboard::Payment received with no callback
• Question::Ewallet::Transaction status checking::Partner receives chargeback request
• Question::Ewallet::Transaction status checking for partner::Partner receives chargeback request

Please kindly see the issue attached. OVO reached out to Xendit because they are receiving chargeback request from end user. The transaction is found on OVO side but marked as FAILED in Xendit. What's your action step?

• Escalate to L2
• Escalate to CPS/AM/Merchant
• Tell OVO to ACCEPT chargeback request
• Force complete transaction directly

What's the correct ticket type of this case?

• Question::Ewallet::Transaction status checking for partner::Partner receives chargeback request
• Question::Ewallet::Transaction status checking for partner::Difficult to find transaction on dashboard
• Question::Ewallet::Transaction status checking::Difficult to find transaction on dashboard
• Question::Ewallet::Transaction status checking for partner::Difficult to find transaction on dashboard

If merchant wanted to refund this SPP transaction on 8 August 2024, do you think the transaction can be refunded?

• No, because merchant hasn't receive SPP transaction that have the same checkout method and type of payment to cover up the balance
• Yes, because merchant have enough SPP balance coming from different another transaction that have same checkout method
• No, because refund is not supported for ShopeePay
• Yes, because as long as merchant's Xendit balance is sufficient, refund can be processed

If merchant wanted to refund this SPP transaction on 20 May 2024, do you think the transaction can be refunded?

• No, because merchant hasn't receive SPP transaction that have the same checkout method and type of payment to cover up the chargeback fund
• Yes, because merchant have enough SPP balance coming from different another transaction that have same checkout method
• No, because refund is not supported for ShopeePay
• Yes, because as long as merchant's Xendit balance is sufficient, refund can be processed