Summary: The purpose of the below document is to provide a guideline to CS agents on how to deal with various finance queries. The document sets out the responsibilities for an agent and MOD regarding resolution.

1. General Take Note Section

#	Take note
1	All unauthorised deduction queries escalated to finance must be classified using the service request query type “unauthorised deductions” Any other escalations to finance must be classified using the service request type “General Finance Query”

The below section provides a guideline to agents and MOD’s on how to resolve queries relating to confirmations of funds deduction. Below is a list of the potential queries one may receive:

Customer contacts us to inform us that they placed an order and 2 deductions were made
Customer wants confirmation if funds where deducted
Customer has a potential unauthorized deduction enquiry
There is a potential system issue or glitch that has resulted in payment been affected and customer wants to confirm deductions

The purpose of the below process is to provide the steps on how to resolve the above mentioned scenarios from the time the query gets received to feedback, resolution with the customer and potential escalation to finance.

1.	Determine if you have enough information Customer or complainant must provide the following in order to allow Mr D CS to conduct a initial investigation: Last 4 card digits of the card used to make the payment Date the transaction OCCURRED (not the settlement date) Accurate transaction amount (R) A bank statement showing the deduction (preferably PDF) Customer can share a screenshot from the statement highlighting the specific transaction/s OR Customer can share the full PDF file of the bank statement If the query is received via a written channel the and does not have the minimum information required to proceed request information from the customer using the "Payment Deductions Query: Information Required" *NB the PDF file is not a prerequisite in order to escalate to your MOD for investigation on Paygate**	CS Agent
2.	Determine if you can proceed with the Paygate or OZOW check The below steps can be followed if the customer has provided a order number related to the funds deduction query Open admin Proceed with the investigation on Paygate if: “Payment Method” is credit on the order where the card was used OR Customer indicated that it was a card payment Proceed with the investigation on OZOW if: If the deduction in question is an EFT. Inform customers that they will have to go to their bank as every EFT transaction would have required an OTP verification prior to the transactions approval. *Transactions that require an OTP verification mean that the customer would have had to approve the transaction on their mobile number linked to the bank account before the transaction was processed.	CS Agent
3.	Escalate to MOD Escalate the below info: Last 4 digits of card payment type: eft/credit order number(If Available): dfd***** order date: dd/mm/yyyy order status:	CS Agent
4.	Provide Decision based on outcome IF Paygate Check Based on the checks on Paygate the MOD must decide the appropriate feedback and next steps for the agent A) Query is related to Unauthorized Deductions Search on Paygate Order Found: Inform the agent that the order was found and customer has to take the following steps Log a bank dispute Once the dispute is logged we would provide the information to the bank We are unable to provide the details related to the profile where the card was used due to the POPI act OR If the transaction was made through 3D secure inform the customer that they would have authorized the transaction and they should review the bank statements or follow the above steps for “order Found” Order Not Found Request agent to escalate to finance and inform customer . IF the bank statement was not received during initial contact the agent must request the statement before escalating to finance B) Confirmation of Duplicate Deduction Open linked order on admin if provided Investigate on Paygate Check if there are any abandoned orders as these may have resulted in the duplicate deduction or deduction of funds If the duplicate deduction is a result of a abandoned inform the customer that Finance will pick it up and provide a refund 3-5 business days Order Found IF a duplicate deduction was made on an order inform the agent of the following System will pick it up and reverse the payment the next business day OR Bank may reverse the payment of it is picked up Finance will pick up a payment on an abandoned order and manually refund the customer in 3-5 business days Order Not Found If no duplicate funds where deducted inform customer to go to their bank or wait for 24 hours as their bank may end up reversing the funds Card linked to EFT on OZOW Inform Agent and instruct them to give feedback that this should be escalated to the bank	MOD
5.	Feedback to Customer & Escalation to Finance Once the agent has received feedback from the MOD the agent must take the following steps based off the nature of the feedback. A) Query is related to Unauthorized Deductions Order Found Inform the customer of the next step if contact is received via call or inform the customer of the next steps by applying the "Payment Deductions Query:: Order Found " macro Order Not Found All information received to escalate to finance Inform Customer of escalation to finance using the “Unauthorized Deductions: Customer Feedback, Escalation to Finance” Escalate to manual refunds using the “Unauthorized Deductions and Refunds” Select Service Request Type: Unauthorized deductions Submit as open B) Confirmation of Duplicate Deduction or Funds Deduction Order Found Inform customer of confirmation of duplicate deduction and future refund using the “Payment Deductions Query:: Duplicate Deductions” macro Remove part of macro that is not applicable in the response Order Not Found Inform the customer that the bank may reverse the fund but the duplicate order was not found by applying the Payment Deductions Query:: Duplicate Deductions” macro Remove part of macro that is not applicable in the response	CS Agent

2. How to check for transactions on Paygate

Open Admin and Determine Terminal

If you have a reference order number open the order on admin and check the below under the “transaction” section

IF “No” under 3DS?:
- Use terminal 8 or 9 on Paygate
- Tip: select terminal 9 as a default for your first check
If “Yes” under 3DS? :
- Use terminal 10 or 11 paygate

Log onto Paygate

Go to the terminal located on admin
On the left under Reporting, select search
Select the transaction date
Add the last 4 card digits under Card number
Add the amount under Amount then search

Review Search Result

Orders returned

Proceed with investigation

No order returned

Refine search
- Transaction amount
- Date range

3. Wallet Refund Payout Query

Customers sometimes contact us because they are enquiring about the status of their wallet payout. The customer may indicate that :

I haven't received my wallet payout
It's been more than 3 days and i haven't received my payout

Customers sometimes contact us because they are enquiring about the status of their wallet payout. The customer may indicate that :

I haven't received my wallet payout
It's been more than 3 days and i haven't received my payout

The below guideline provides steps on how to check if the payout was completed or is still in progress and what feedback to provide to customers

1.	Receive Customer Query Complete standard POPI checks
2.	Open Customers Profile Navigate to the customers profile on admin
3.	Confirm if a Payout was Requested Open customers profile and select “wallet” Wallet payout requested “Yes”: Move to Step 3 Wallet payout requested “No” Inform customer that no payout has been requested and guide them on how to request payout from their Mr D App
4.	Investigate Daily Payout Sheet Open the daily payouts sheet The below sheet contains all the payouts processed by finance and the and the status of the orders Daily Payouts - Jan to Dec 2024
5.	Locate the payout Open the search bar by selecting “ctrl” + F on your keyboard Insert the customer ID into the search bar
6.	Determine Status of Payout Payout Found Search on Zendesk using the customers name and surname Identify the last Wallet payout related ticket sent to the customer “Wallet Pay Out Processed” If there is a ticket with the below , then the wallet request has been processed by finance Ticket will have a confirmation from finance informing the customer that the wallet refund request has been processed Payout Declined If there is a ticket with the below , then the wallet payout request was processed by finance but the bank account that the funds where going to declined the funds Ticket will have a confirmation that of receipt of the payout request and a second ticket from finance requesting the customer provide banking details due to the initial payout been declined C) Manual Refund Information If there is a ticket with the below ,then the customer used cash or the system does not identify a bank account that the payout needs to be disbursed to. Therefore finance is requesting banking details from the customer in order to process the payout. Ticket will have a confirmation of receipt of the payout request and a second ticket from finance requesting the customer provide banking details.
7.	Determine next steps based on status of payout request “Wallet Pay Out Processed” If the wallet payout is processed and customer states that they have not received it determine reason Check if number of business days since confirmation of payout been processed has lapsed the specified days in the mail No-Number of days not lapsed Inform customer that they should wait as ts the wallet payout was processed on X date and will take between X-Y business days to reflect Yes-Number of days have lapsed Navigate to the payout sheet and open the order number/s that the payout was processed on Identify the last 4 digits of the card/s of the order numbers. Inform the customer that the payout was made to the cards with the last 4 digits linked to the orders listed in the payout sheet. Inform the customer if there were split payments made If the above checks do not yield a confirmation from the customer of the funds received Escalate to Finance Select the following Service Request Type* General Finance Query B) Payout Declined & Manual Refund Information Has the customer provided the banking details that finance has requested: Yes-Customer responded to the the email from finance If inform the customer that the finance team will still has to process the refund however the banking details have been received Yes-Customer has provided the banking details on a separate ticket, not related to the finance request Copy the banking details and paste as an internal reply on the finance request ticket asking for banking details Submit the ticket with an open status No- Customer has not provided any banking details yet Inform the customer that finance has requested banking details from them and that they should respond to the email from finance sent to them on X date

Decision Tree

4. Escalations to Bank Disputes

There are instances when Customer service will receive queries from the following types of 3rd parties related to fraud/banking or payment related issues:

South African Police Services , requesting information related to a case
Legal letters from lawyers or institutions related to a fraud or payment deduction case

When these situations occur the following steps must be followed by the CS agent

Inform MOD on duty during the shift
MOD on duty will determine if this case should be escalated to finance using the specific channel
MOD to inform agent to escalate to bankdisputes@mrd.com NB*DO NOT PROVIDE ANY 3RD PARTY OR CUSTOMERS WITH THE EMAIL ADDRESS ABOVE

5. Escalations for Subpoenas

All subpoenas received related to fraud or banking related disputes should be escalated to manual refunds
Select the following Service Request Type*:
- General Finance Query

CS Escalation to Finance SOP V1.1