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Which DaoPay-related payment methods are excluded from this SOP?
Blik and Multibanco, because they are bank payment methods.
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.
In DaoPay portal, what does a PAID row in transaction details mean?
The customer was charged.
If no phone number is displayed in the DaoPay transaction list, what does it usually mean?
The customer was likely not charged.
What should you do if the same customer has DaoPay issues affecting two or more separate orders?
Escalate to the DaoPay inbox.
Which CR should be used when escalating multiple DaoPay payment issues to the DaoPay inbox?
CR M09 Send To - Daopay Inbox
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.
What DaoPay portal path is used to search for payment details?
Reports & Statistics → Payment Details
Which DaoPay statuses require investigation?
Pending, Expired, Failed, and Verify_MSISDN_call
If DaoPay status is Completed, what does it usually mean?
The payment was successfully processed and funds were received.
What formula is used to calculate the discount code value?
ProductPrice / TotalOrderPrice × AmountAlreadyPaid
When should phone verification be done before issuing a discount code?
If the discount code value is over 30 EUR, or more than 2 orders need compensation.
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.
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.
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.
What should you do for a Verify_MSISDN_call case in DaoPay?
Open the transaction, click Verification Call, enter the customer’s email address, select the language if needed, and send the verification email.
