ePAY Portal Ticket Type: Funding Issues

The information contained in this article may also be found in the document ePAY Portal Ticket Type: Funding Issues.

Funding Issues tickets are created when a Participant has concerns regarding a delay in funding or determines that there is an issue with transactions funded by NCR.

Ticket Subtypes

Funding Delay

Description

Participant has determined that there is a delay in funding.

SLO (Business Hours)

<48

Closed By

NCR

Workflow

Participant initiates contact stating that there has been a delay in funding.

• How did Participant initiate contact?
  • Submitted ticket directly through the ePAY Portal – that ticket type is directly routed to NCR.
  • Contacted ePAY, Chicago Light House, or NCR – Contacted party gathers all request requirements and creates ticket in the ePAY Portal that is routed to NCR.
• NCR analyzes information to confirm that there was a funding delay.
  • Was funding delay confirmed?
    • No – Confirm details with Participant. If still unable to confirm a funding delay, clarify with Participant, notate ticket with details of what was discovered and discussed, and close ticket.
    • Yes – NCR:
      • Determine resolution to get Participant funded and interest reimbursement, if applicable.
      • Determine cause of funding delay.
        • Was funding delay preventable?
          • Yes - NCR acts to ensure that a funding delay does not occur because of the same cause. This could mean NCR acting by correcting/modifying a system entity or informing the Participant of ways to prevent this in the future.
          • No – NCR provides explanation to Participant.
      • Notate ticket detailing actions taken, resolution, and any other pertinent details.
      • Close ticket.

Funding Issue

Description

Participant has determined that there is an issue in funding.

Example:

• Missing funds.
• Funds do not reconcile with batch totals.

SLO (Business Hours)

<48

Closed By

NCR

Workflow

Participant initiates contact stating that there has been a funding issue.

• How did Participant initiate contact?
  • Submitted ticket directly through the ePAY Portal – that ticket type is directly routed to NCR.
  • Contacted ePAY, Chicago Light House, or NCR – Contacted party gathers all request requirements and creates ticket in the ePAY Portal that is routed to NCR.
• NCR analyzes information to confirm the funding issue.
  • Was funding issue confirmed?
    • No – Confirm details with Participant. If still unable to confirm a funding issue, clarify with Participant, notate ticket with details of what was discovered and discussed, and close ticket.
    • Yes – NCR:
      • Did funding issue result in missing funds?
        • No – Proceed to determining if issue was preventable.
        • Yes – Determine cause of missing funds.
          • Was issue preventable?
            • Yes - NCR acts to ensure that a funding delay does not occur because of the same cause. This could mean NCR acting by correcting/modifying a system entity or informing the Participant of ways to prevent this in the future.
            • No – NCR provides explanation to Participant.
        • Determine resolution to get Participant the missing funds and interest reimbursement, if applicable.
      • Notate ticket detailing actions taken, resolution, and any other pertinent details.
      • Close ticket.