|
|
CUSTOMER SERVICE
Any payment processing system
must provide quality customer service and customer support systems. These
can include:
- Customer Service
- Gateway Support
- Reports
- FAQ's
Customer ServiceFor any payment
processing you should have knowledgeable customer service representatives
there to assist merchants with all their account needs, 24 hours a day,
7 days a week. The dedicated Customer Service staff should help merchants
reconcile their deposits, understand their account statements, and answer
questions about rates, fees, chargebacks and retrievals. Representatives
can also help locate a missing deposit or transaction and make profile
changes to a merchant's account.Merchants must have access to representatives
from the POS Help Desk to answer questions about their point-of-sale (POS)
processing equipment, 24 hours a day, 7 days a week.
Gateway SupportGateway support
should also be available 24 hours a day year round.
Examples of Gateway Support:
- Open A Ticket Request
If you are experiencing any problems with your current processing then
you may open a "ticket" request directly online. Technicians
will be working on the request immediately.
- Check Ticket Status
Upon opening a ticket request, you can check its status directly online.
A status report for a report does take a few minutes to be setup.
- Support Numbers
Support numbers for security or ticket information should be available
on a 24/7 basis.
ReportsMerchants should be provided
with the following reports:
- 24/7 online access to personalized
account information
- 24/7 online customer service
Reports allow you to:
- Reconcile deposits
- Retrieve deposit information
- View detailed reports of chargeback
and retrieval histories
- Receive prompt answers to questions
they submit via e-mail -Receive daily summary emails that tie to your
daily batches and deposits
With online reporting solutions,
your business has a central access point for round-the-clock answers to
your payment processing questions. From identifying downgraded transactions
to managing exception items, these valuable programs help you get the most
out of your most valued resources -- your time and money. With a few simple
clicks of a mouse, your account data should be at your fingertips to answer
your customer's questions when they call, allowing you to provide better
customer service.
You can get data online by:
- Company
- Batch
- Date
- Amount
- Status
- Result
You need fast, secure access to
your critical financial information - provides that and more - 24 hours
per day, 365 days per year. You should be able to choose the reports, delivery
methods and tools that work best for your business in the formats that you
want - when you want them.
These tools should be available to the merchant on a processing platform.
|
