Can't Pay for My Order Escalation SOP

Table of Contents

• 1. Purpose

• 2. Common Scenarios

• 3. Procedure

• Frontline Steps

• 2nd line Ops vetting

• Log a child ticket with engineering

• Ticket updates and Resolution Process

1. Purpose

This SOP outlines the process for handling cases where customers are unable to complete their orders due to payment issues on the JD Website.

2. Common scenarios

• Error Message During Payment
   A generic or specific error message appears when attempting to pay.
  
  

• Split Payment Issues
   Difficulty when attempting to use two payment methods - one of them being a TFG Account.
  
  

• Apple Pay Issues
   Payments through Apple Pay fail or do not process as expected.
  
  

• Samsung Pay Issues
   Payments through Samsung Pay are unsuccessful or result in errors.

3. Procedure

1. Vetting

• Review the error description, message, and screen recording (if included).

• If further details are needed, respond to the original ticket requesting additional information from the agent/customer.

2. Log a child ticket with engineering

2.1) Complete the child ticket a Service Request (SR) with the Tech Team using the catalogue item General Service Item for Engineering - Omnicomm Payments (General)

3. Ticket Updates and Resolution Process

3.1 Update the customer.

• Email the customer to inform them of the outcome of the investigation or update tghem if further investigation is needed. (Please ensure the customer is kept in the loop and check on SR every 24 hours and in line with set SLA times)

• Set the ticket status to pending if resolved or Waiting Engineers if further investigation is needed.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.