Pay/Get Paid
What is Melio get paid?
Allows SMBs to receive payments from their clients/customers.
What are three indicators that will tell you a support ticket came from the Melio mobile app?
SDK tag, mobile_app_ticket article tag, and mobile app ticket checkbox.
What are the same two steps that are a part of your email AND chat workflow?
Logging into ZD and selecting "start day"
What are three features that are available on the web but are unavailable within the mobile app?
Recurring payments, bulk/batch payments, installments, international payments, no self recovery flows
Guess who?
I can edit bank details and connect to A/S sync, but I need approval to make payments.
Accountant
True or False; any employee at an org can apply for installments.
False: Only owners can apply for installments.
What tools should you have ready when ramping up for chats or emails? Name at least 2.
Forest, Postmark, Fullstory, IKB, Slack, HC
Who can invite new Users?
Owners and Admins
What are the 4 essential items that will get you a fully functioning Melio Pay account?
verify funding source
vendor contact
bill
legal details
When navigating inquiries, what are the four questions you should ask to uncover the root cause?
1. Are you a payor or vendor?
2. Are they using Pay, Get Paid, or both?
3. Is the issue related to account management or payment specific
4. What is happening vs. what is meant to happen?
In Forest, bills, funding source, and vendors are all pieces of information that pertain to which type of user?
Pay user
What are the steps of the A/R Workflow when a user has an A/S sync?
Sync to Melio, invoice populates in dashboard, vendor sends customer a payment request, payor pays payment request and payment reconciles
True or False: Credit Key uses a hard credit pull during the underwriting process, meaning, this could affect the users FICO credit score.
False
What are the 3 consequences of not closing a chat appropriately?
Reopens solved tickets
Skips the chat line
Bad user experience
Where in Forest can you find an Org's Get Paid profile?
Owned Vendor tab
What are the 3 ways to add vendors?
Scheduling a bill, Add a bill, and from the vendor tab, import vendors from CSV
User wants to pay off the rest of their loan. How can they pay off their balance?
Not available at this time.
How do you verify a user in messaging?
Send them a verification code by switching to email and sending the macro: Messaging::Customer Verification
What items do you need to include when closing an email or messaging interaction? (There are 3).
- Thank the customer for their business or for reaching out
- Provide CX chat hours of operation
- Provide the support email address