General
Pay In
Pay Out
Bonus
100
What does PO, POI and POP stands for?
PO: Payment Order
POI: Pay Out Instruction
POP: Proof Of Payment
100
Where can you find the “Pay In” section of the transfer?
You can find it on the left side of the Transfer Page you can see everything that cst has done when setting up this transfer.
100
What you can see on the "Pay out" section of the transfer page?
You can see everything that Wise has done when processing the relevant payout.
100
What is a Recall?
Instruction sent from the sending bank to the receiving bank, requesting to return the payment, together with a reasoning.
200
What’s the difference between a transfer status and a payout instruction (POI) status?
Transfer status shows the current status of the whole transfer, both pay-in and pay-out aspects.
The POI status only refers to the pay-out part, visible once we created the instruction for our bank partner
200
What you can see on the "Pay In" section of the transfer?
We can see:
Currencies and amounts
Recipient type and provided details
Chosen pay-in method
These details of the transfer are decided by the cst.
200
What does the POI show?
The POI shows us how the funds have been paid out from Wise:
State: have we prepared the payout or already processed it?
Transfer as: shows the partner who paid out
300
How we can identify a 'M2E' transfer?
You’ll see the status Money Received, Recipient notified on the State change history. The recipient type will be Account EMAIL_RECIPIENT.
300
How can we know if the payment was successful, is in progress or if it was rejected?
(Refer to the "Transfer attempt history" section)
If the box is blue, it means that the payment was created successfully, we are just waiting for the payment! 🕰️🕰️🕰️
If the box is green, it means we have received the payment successfully. 💸💸💸
If the box is red, it means the payment has expired, and we haven't received any funds for it. 🚫🚫🚫
300
What are the POI statuses in Ninjas?
New
Prepared
Submitted
Transferred
Suspended
Waiting for liquidity
Cancelled
Bounced back
Rejected
400
What does the customer have to do if there's a name mismatch on the transfer or if the payment came from a joint account?
If the name is correct we need to request a POP from the customer. This needs to show the customer's name. They will need to upload this via the open self-service. There is no need to escalate to Ops.
If the name is incorrect, we’d need to update their name (follow the procedure on the wiki).
400
What are the "transfer statuses" in ninjas?
Payment sent out
Cancelled with/without refund
Refunded
Unrefundable
Bounceback
400
What can CS do with the information showed on the POI?
Advise on the state of the payout:
prepared, submitted, cancelled, returned, transferred, etc.
Check banking partner specifics:
how often we pay out, how long delivery can take, reference limitations etc.
500
What does it mean if POI state is cancelled and additionally transfer state is Unrefundable?
Means that the customer was unresponsive and PayOps did not have details where to refund the money. In this case ask the customer to provide refund details and send a ticket to source currency ops.
500
What else we can see on the "Transfer attempt history" section?
Will show if the payment was successful or not and will also show which method it was used.
500
What sections can CS check for insight before advising on further steps?
WIs and SS
Automated Compliance Checks
Comments about the transfer
Payout Instruction (POI)
Swift Panel