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SOP: Transaction verification
SOP: Transaction verification
Ayat Abdelrahim avatar
Written by Ayat Abdelrahim
Updated over a month ago

Once we receive the email we reply with the Macro TRX Verification > Received

Then follow the SOP below

Did the customer answer the call?

Yes

No

  • If it’s a legit transaction:

Send to the Nymcard team macro \TRX Verification > Legit / Not Legit

  • If it’s not legit transaction:

  1. Send to the Nymcard team macro \TRX Verification > Legit / Not Legit

  2. Send the customer in a side conversation the following macros gathered:

\TRX > To customer when not legit

\To keep your Card Safe

  1. Open the CARD DATABASE TOOL

  2. Search with the last 4 digits provided to get the customer’s email

  3. Open a side conversation from the column in the right side corner

  4. It will open another window, enter the customer mail and in the subject enter

Action needed: Pemo > Transaction Verification

Send him the macro \TRX > Verification from Nymcard

And send to Nymcard macro \TRX Verification > CH not answering

  • 2nd-day call attempt: if there was no answer

Send to the customer Macro \TRX > Followup with CH not answering

And send to Nymcard macro \TRX Verification > CH not answering

  • 3rd day call attempt: if there is no answer

Send to the customer Macro \TRX > Followup with CH not answering

And send to Nymcard macro \TRX Verification > CH not answering

Reference

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