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Customer can not see their paid trip in the app and/or did not receive a confirmation email
To resolve discrepancies between Payfort authorization and Dispatcher ride status.
Agents are required to reconcile payment discrepancies by comparing the Merchant Reference field across both " Payfort " and "Dispatcher system"
If the Merchant References are identical (the same), the agent must
immediately forward the ticket to the Line Manager requesting to change dispatcher ride status to "open".
2. If the Merchant References do not match, the payment is considered unlinked and requires further investigation . The agent must:
Make an internal investigation by the CAC team and don't promise the customer any compensation or follow-up
In the care template in the "Extra" field, instead of adding the customer contact info. add the note "For Internal Investigation.
Immediately forward the ticket to the Line Manager requesting to change dispatcher ride status to "open".
Inform customer "We have reviewed your transaction and confirmed payment receipt. While processing takes a maximum of 24 hours to reflect in our system, please be assured this status will not compromise your designated pickup time.
Contact Reason
Contact Type 1: I want to confirm my ride
Contact Type 2: Confirm Payment
Contact Type 3: Already Paid - Not Confirmed, Escalated to Tech
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