What DaoPay portal path is used to search for payment details?
Reports & Statistics → Payment Details
What should you do if the same customer has DaoPay issues affecting two or more separate orders?
Escalate to the 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 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.
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
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 reports they cannot complete the partially paid order?
Send CR J09 Partial Payment - Discount Code?, calculate the discount code value, and follow phone verification procedures if needed.
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.
Which DaoPay-related payment methods are excluded from this SOP?
Blik and Multibanco, because they are bank payment methods.
If no phone number is displayed in the DaoPay transaction list, what does it usually mean?
The customer was likely not charged.
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.
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.
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.
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.
Which DaoPay statuses require investigation?
Pending, Expired, Failed, and Verify_MSISDN_call
Which CR and tag should be used for Verify_MSISDN_call?
CR Q05 Phone - Daopay Verification and tag 04 Partial or Overpayment - Daopay Verification
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.
In DaoPay portal, what does a PAID row in transaction details mean?
The customer was charged.