Payment Basics
This is the name that always appears on the payment card.
What is Paymerang, LLC?
In what order should payments be sorted when starting the day?
What is oldest to newest?
A payment was made to the wrong account. What should you do?
Escalate Payment and document exactly what happened.
What phone number and option should vendors use to contact Paymerang about payment information?
What is 877-680-7332, option 1?
What does RPPS stand for?
What is Reissue Process Payment System?
These are the two types of cards used for iPay payments, and one has a service fee while the other does not.
What are credit cards and debit cards?
What does locking a payment mean?
What is taking ownership of the payment so other agents cannot act on it?
When may Clear Email be offered?
what is Only when speaking with a live agent, according to the notes
What is the maximum general hold time before you should stop waiting and arrange to call back?
What is ten minutes under the general hold procedure
what is the maximum fee percentage permitted when processing a payment?
What is 1%?
This acronym stands for Interactive Voice Response.
what is IVR?
Which three delivery methods should be selected when filtering iPay cases in BizPay?
What are Online, Phone-IVR, and Phone?
A vendor charges $4.50 on a $400 payment. Can you request the fee under the 1% rule?
No. The fee is 1.125%, which exceeds 1%.
What information must be included in payment completion notes?
What are the date, person spoken with, payment method, confirmation or receipt details, and your initials?
A vendor charges a $4 fee on a $400 payment. What percentage fee is this?
What is 1%? ($4 ÷ $400) × 100 = 1%.
What is the standard SLA for iPay payments?
What is one day?
When are you allowed to use the Unlock Payment button?
What is when you selected the wrong payment or have completed research and need to release the payment?
What is the difference between confirmation and verification?
Confirmation is when you give information to the vendor and they acknowledge it. Verification is when the vendor provides information to confirm the details on your screen.
What should you do if the vendor cannot verify the required payment information?
What is not processing the payment and explaining that further research is needed before calling back?
A customer uploads $500, but the vendor is owed only $300 and refuses to accept the overpayment. What should happen to the remaining $200?
What is refunding the excess $200 to the customer?
What four pieces of information must match when verifying a payment with a vendor?
What are the payer name, address, amount, and account number?
If a payment was successful but the Done button is grayed out, what should you do?
What is clicking Show Card Number again?
What should you do if an iPay vendor does not answer the first call?
leave a voicemail on the first attempt and canceling the card after the second unsuccessful attempt. and document
: During a live-agent payment call, what information should you verify and communicate before completing the transaction?
What are the required payment details, payment amount, and card information? Verify the required information before providing the card details to the vendor.
what is canceling a payment and reissuing the funds through RPPS.
What is the Initiate Cancel Card procedure?