Payment issues

Payment issues

1. 1-Customer claims that they made a payment but it isn't shown on clover or login as a customer

   • 2-Payment is there but account is suspended
     • 3-SecurePayAgent transfers customer to another agent
       • Yes
         • Try sending the customer to SecurePayAgent again
           • It didn't work
             • If not, tell the customer that he can pay through the retailer or website
       • No
         • Ask TL if SecurePay is having issues, if so tell customer to go to retailer or use website
       • Does the SecurePayAgent say 'Invalid phone number'?
         • Yes
           • Is the customer calling from the phone number they want to make a payment on?
             • No
               • Try adding the phone number on Five9
                 • Don't know how?
                   • Here are the steps :)
     • Yes
       • Warm transfer to tech-support.
   • Yes
     • Advise customer to send an e-mail with bank statement to: support@ultra.me

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