READYCASH PINPAD TRAINING
CONTENTS
Linking of Pinpad
Transactions initiations with the Pinpad
Likely issues encountered and resolutions
Reporting a Dispute
PINPAD TRAINING
To link a pinpad as a first time user,the agent is to:
*Switch on bluetooth on the mobile phone and switch on the pinpad.
*Pair both devices via bluetooth
*Launch the ReadyCash App and click on the “Pinpad” Icon
*Select “Cash out”, click connect
*Pinpad has been successfully linked.
For further explanation;visit the link below:
TRANSACTION ON THE PINPAD
There are two types of trasactions initaited while using the pinpad:
Cash-Out(Withdrawal)
Bank Transfer.
1)Cash-Out(Withdrawal)
Click on the “pinpad” icon.
Select “Cashout”.
Enter amount and select the type of customers account.
Following the beep on the pinpad;insert card in the slot and enter customer’s pin.
Press enter to complete the transactions.
Return to the App to confirm final status of the transactions.
Agent is to report “dispute” for failed/pending/reconcile transactions by clicking on “Report Dispute” on the receipt.
Dispute would be resolved within 72 working hours and agent can check the “Dispute History”for
resolution details.
TRANSACTION ON THE PINPAD
2)Bank Transfer:
Get the Transaction Ref from the Receipt provided by the Agent.
Search with the Ref on Netpay,filter with the date and time to confirm the status of the transaction.
If the transaction status reflects as successful, copy the Payment Ref and use it to generate the Paydirect Receipt then inform the Agent/Customer that the transaction was processed successfully and if not received;the customer should visit the bank for resolution.
However, if the transaction status is either reconcile, pending or failed, download the receipt on
Paydirect and advise the customer to contact the bank for resolution.
If the transaction ref is missen in the receipt; kindly confirm the beneficiary bank name from the agent.
3. Card transaction:
1)Transactions that return as successful but the customer is yet to receive value; kindly confirm the status of the transaction from the search transaction log using the url below:
Filter with the date of the transaction.
Search with the transaction ref.
If the value is there, inform the agent.
If the value is not there, escalate to product support for resolution
TRANSACTIONS ON THE PINPAD
2)Transactions that return as failed;the agent is advised to lodge a dispute on the APP following the steps below:
-Go to the card history and select the transaction in question
-Click View
-Report Dispute once you are certain that is the correct transaction.
-Enter the Customers phone number
-Select the reason for the dispute
-Submit.
Dispute logged can be tracked by clicking on Dispute History to confirm the status.
DO NOTE THAT THIS PROCESS TAKES A MINIMUM OF
72 working hours.
RESOLUTION DETAILS OF A REPORTED DISPUTE
After resolution of dispute; there are two status:
Approved
Declined.
The response APPROVED and "AIR PENDING" on your dispute history means the Bank has been given` the go ahead to recoup funds and refund the debited customers. Please do note that Agents are not credited for failed transactions.
Transactions that return DECLINED and "Transaction not successful" on your dispute history means the Customer funds never left the bank, Customers will get a reversal from the Bank in 24hours. In cases where they do not get reversals after 24hours, Customers are now advised to contact their Bank.
Transactions that return DECLINED - DISPUTE HAS BEEN LOGGED AT THE BANK means that the Bank has logged a chargeback claim on behalf of the Customer. The logcode provided can be used to further engage the Bank for resolution.
PINPAD PRICE &CHARGES
The pinpad is priced at 14,000, excluding the delivery fee.
The withdrawal charges for the pinpad and Andriod pos are a flat rate of 0.5%, equivalent to ₦5 per ₦1,000.
1.Terminal not properly setup: Escalate to the support team with the PINPAD serial number (which is usually written at the back of the PINPAD)
2.PINPAD does not belong to agent: This is as a result of mismatch of agent ID and the linked PINPAD as a PINPAD can only be linked to one agent ID. For resolution, ask the agent to reconfirm the agent ID and the linked PINPAD as the agent might have more than one of each. Escalate to the support team with an handwritten and signed letter by the agent.
3.TAMPERED RETURN TO REPAIR: This is an error message displayed on the PINPAD usually due to mishandling. For resolution, the agent is to waybill the device to our office address. However, the agent should be informed that repair cannot be ascertained.
4.PINPAD DEVICE NOT COMING UP:Unplug the device and leave for an hour then try powering it up. If issues persist contact support.