When compensating 2 or more Partially Paid orders, should each order be handled as a separate compensation case (separate gift card codes)?
No. Calculate each discount code individually, sum them into one amount, create one Gift Card for the full combined amount, and send it to the customer.
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5
Which DaoPay-related payment methods are excluded from this SOP?
Blik and Multibanco, because they are bank payment methods.
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20
What CR and tag should be used when a Failed paid DaoPay transaction has error code 1115 or 2020?
CR Z28 Other - Daopay on Failed and tag 04 Partial or Overpayment - Daopay Failed.
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20
What should you do if the same customer has DaoPay issues affecting two or more separate orders?
Escalate to the DaoPay inbox.
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15
What is the golden rule when checking DaoPay cases?
Always check the DaoPay portal, because some expired, failed, pending, or verification-related payments are visible only there.
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banana
Go to last place!
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seesaw
Swap points!
Okay!
fairy
Take points!
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25
lifesaver
Give 25 points!
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trap
No points!
Oops!
seesaw
Swap points!
Okay!
fairy
Take points!
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25
lifesaver
Give 15 points!
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25
Which DaoPay statuses require investigation?
Pending, Expired, Failed, and Verify_MSISDN_call
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thief
Give points!
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25
rocket
Go to first place!
Okay!
fairy
Take points!
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banana
Go to last place!
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20
What should you do for a Verify_MSISDN_call case in DaoPay?
Open the transaction, click Verification Call, enter the customerâs email address, select the language if needed, and send the verification email.
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baam
Lose 25 points!
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star
Double points!
Okay!
fairy
Take points!
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banana
Go to last place!
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20
For Authorised + Pending paid DaoPay transactions, which CR and tag should be used?
CR J09 Partial Payment - Pending DaoPay and tag 04 Partial or Overpayment - Daopay Unfinished.
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25
What should you do if the customer refuses a discount code and requests a refund instead?
Consult a Medior/Senior, send CR M02 Send To - Pending Inbox, and move the ticket open to the Pending inbox.
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20
For Authorised + Expired paid DaoPay transactions, which CR and tag should be used?
CR J11 Partial Payment - DaoPay Expired but Paid and tag 04 Partial or Overpayment - Daopay Expired.
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10
What DaoPay portal path is used to search for payment details?
Reports & Statistics â Payment Details
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15
If DaoPay status is Completed, what does it usually mean?
The payment was successfully processed and funds were received.
