N.B: A payment takes 3-7 business days to reflect on the biller's account.
A customer may make a payment through the MyCash App however, the customer advises that their payment has not been reflected or received by the Biller.
If the above situation applies, follow the below steps:
Step 1. Select ‘Search’ option and in the dropdown select ‘Customer’
Step 2. In the customer window the user will enter the ‘MSISDN’ phone number or ‘TRN’ of the customer.
Step 3. Complete KYC - When the user asks the customer the various information they will select pass or fail after completing the verification questions the user will select verify (Plus 2 additional compliance questions)
Upon successful verification
Step 4. Verify that the bill amount and date the bill was paid in Huawei - if the customer is still within the timeframe, advise the customer of the 3-7 business day payment reflection timeframe.
Step 5. If 3-7 business days have passed and the customer is querying why the bill payment has not been received by the biller. Collect the customer Bill account number and advise the customer that you will escalate this request to the necessary team and follow up as soon as possible.
Step 6. An inquiry will be sent to the Back Office team by adding a private note to the ticket with the customer’s Bill Payment details and supporting screenshot of the bill payment as seen below. Ask BO team if they can advise why the bill payment has not been received by the biller.
Step 7. Re-assign the ticket to the BO team.
Step 8. The Back Office Team will verify the payment and if there are any issues with the biller.
Step 9. Once an update has been provided from BO reach out to the customer and advise the update provided.