LIKELY ISSUES ENCOUNTERED AND
RESOLUTION PROCESS
CONTENTS
• ACCOUNT OPENING LIKELY ISSUES
• BANK TRANSFER LIKELY ISSUES
• AIRTIME RECHARGE LIKELY ISSUES
• BILLS PAYMENT LIKELY ISSUES
• USSD LIKELY ISSUES
LIKELY ISSUES ENCOUNTERED AND RESOLUTION
PROCESS
✓ ACCOUNT OPENING LIKELY ISSUES
i. Unsuccessful account opening - This could be as a result of the opening with funds
debited and the status cannot be accessed on the account opening status which can only be ascertained where
there is an absence of the receipt on the account opening except for the receipt of the debited amount.
In the case where account has been previously opened and attempts are been made to
open with ReadyCash, an error message would come as “account already exists” and a refund has to be made in
case where money has been used to open the account.
RESOLUTION
- Escalate to the support team requesting and stating reason for a refund while attaching the receipt provided.
LIKELY ISSUES ENCOUNTERED AND RESOLUTION
PROCESS
✓ BANK TRANSFER LIKELY ISSUES
I. Pending transaction - Agents can initiate a self-resolve within 20 hours of initiating
the transaction with the steps itemized below:
Login to your app
Click on your side menu
Select pending transaction
Click on the transaction and select Resolve.
Transaction will return either a successful or failed response.
After attempting the above, if attempted resolution brings
a failed response,
transaction is resolved manually by the support team by:
❖ Requesting for the Agent ID
❖ Date of transaction.
LIKELY ISSUES ENCOUNTERED AND RESOLUTION PROCESS
ii. Delayed Credit - If beneficiary claims not to have received value after
a successful transaction where receipt is generated, the support team escalates
the transaction details to NIBSS itemizing transaction details requesting for assistance
to confirm with the format below:
Session ID
Account number
Account name
Bank
Date
Amount
iii. Erroneous transfer: This happens when funds are mistakenly done
or initiated/debited for multiple times. To resolve, the support team escalates
with the details below requesting for a recoup of funds.
Session ID
Account number
Account name
Bank
Date
Amount
N.B: THE FIRST SIX NUMBERS OF THE EXTERNAL REFERENCE CHANGES TO:100003 AS THE SESSION ID.
✓ AIRTIME RECHARGE LIKELY ISSUES:
I. Pending Airtime transaction: This is resolved by
the customer support team by following the steps below:
❖ Spool the pending transaction.
❖ Generate transaction log
❖ Search for the transaction in the transaction log
❖ Confirm the status of the transaction on paydirect (RDC)
❖ Complete or reverse the transaction.
ii. Failed Airtime from the Biller’s End: These are successful
transactions processed from the Readycash App successfully
but failed on the biller’s platform. Customers do not get value
for transactions in this category. A manual refund is processed
upon confirmation.
✓ BILLS PAYMENT LIKELY ISSUES
i. Pending Bills payment: This is treated by following the steps below;
❖ Spool pending transactions
❖ Confirm the status of the transactions from Etranzact/Paydirect
❖ Complete/reverse upon status confirmation
ii. Token not generated: for token not generated for electricity payment.
Issues associated with electricity payments are escalated to the support team for
resolution following the steps below to resolve.
❖ Click on Home and Login afterwards.
❖ Select Report and then Card Statement
❖ Enter the date of the transaction (the range beside the calendar icon must be 00 for the
upper limit and 23 for the lower limit).
❖ Enter the Card Number: 7017016850739618 (this belongs to ReadyCash and through
which all payment are made) and search
❖ Search with the first 8 digits of the customer id.
❖ Upon confirming the payment was successful, proceed to confirm if a token was
generated.
❖ Select Report, clicking on SwitchIT Fund Gate Report.
❖ Enter the necessary details and search
❖ Under type, select response (i.e. the response for the transaction)
For action:
❖ Input the terminal id: 7017010029 (remains the same at all time just like the card number)
❖ Enter the date of the transaction (the range beside the calendar icon must be 00 for the upper limit and
23 for the lower limit) and search.
❖ Search with the first 8 digits of the customer id.
❖ A refund is processed manually upon confirmation of a reversal.
iii. Delayed Subscription Activation:
Bill payment issues are escalated to the support team for resolution to resolve
with the steps below.
❖ We make use of eTranzact for processing DSTV and GOtv subscription.
❖ For inactivated cable after subscription, confirm the status of the transaction.
❖ For successful subscription, the customer is referred to the service provider
for resolution.
❖ For failed subscription, reversal is confirmed, and a refund is made to the agent.
TO RESOLVE:
❖ Steps to Resolving Issues with Cable Subscription
❖ Click on Home and Login afterwards.
❖ Elect Report and then Card Statement
❖ Enter the date of the transaction
❖ Enter the Card Number: 7017016850739618 (this belongs to ReadyCash and through which all payment are
made) and search
❖ Search with the first 8 digits of the customer id.
❖ Status is confirmed.
✓ USSD LIKELY ISSUES:
i. Successful transaction not credited: This is escalated to
the team lead for credit confirmation.
ii Failed transaction: Upon confirmation from Netpay.
The failed status is communicated to the Agent upon
which the customer will get an automatic reversal
from the Bank.