Request/complaint Intersoft process

Intersoft maintenance 

If a customer is facing any of the issues below while taking care of the full correct troubleshooting:-

• Failed to process transactions (Complaint)

• Foodics integration is not available in the device (Complaint)

• Request to replace the terminal (Request)

• Terminal cashier integration (Complaint)

• Reversed transaction (Complaint)

• Detected from the client but still not reflected on the system (Complaint)

• Reactivate the terminal (The status is not installed) (Request)

• Technical issues such as lagging, error messages, and a long time to process transactions (Complaint)

All of these need to be escalated internally to Pay L2 - NOT TO SEND INTERSOFT LINK TO THE CUSTOMER - This is for reporting and process purpose

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Intersoft link is for cases such as printing quality or problem with the cable or charging.

How to investigate Intersoft requests (Maintenance, Paper roll)? 

Process of troubleshooting:

1. Ask the customer if they received SMS on their phone or not, if they didn't receive this means one of three reasons:

   1. Wrong Phone number entry

      1. Go to step 2

   2. Wrong terminal ID entry

      1. The customer has to raise another request

   3. The terminal status is not "Installed" on Foodics pay admin portal

      1. We have to request activating the terminals + mention that the customer is requesting a paper roll or maintenance

2. If the customer had the SMS, then we will collect the job reference that is written on the SMS. Otherwise, we will check using the customer terminal ID

3. Check the request date, if the job exceed the SLA, than go to the next step. Otherwise, if it is within 48 working hours than update the client with the SLA.

4. Use this Intersoft article link to investigate

The process of requesting paper roll or maintenance:-

• Before sending the Intersoft link to the customer, you have to check the terminal status from Pay 2 admin portal (only share link if the device status is installed)

• It is not your responsibility to fill the form, it must be filled by the customer (Otherwise this will affect your score in the evaluation) - only if the customer can't access the form for technical issue

Why?

If the terminal status is not installed as a condition even if the customer has it, it will not be send to Intersoft (For example pull out requested or New,....etc)

Escalations

You have to escalate any case that has any one of these conditions:-

• If the customer submitted the request and it is not appear in the Intersoft report

• Any case that is exceeding the SLA (48 hours)

• In any case the customer is requesting maintenance or a paper roll for a device that is (Pulled out requested)