Product

Scenario

Computicket Course of Action (Agreed Support Business Process)

Buy Airtime

Customer bought airtime successfully, but did not receive the airtime voucher

Step 1: Request the customer to check their transaction history either via Mobile App or USSD.

Step 2: If the transction is not reflecting in the transaction history, the Call Centre Agent must check on the Ledger Admin Portal. Refer 'Addendum to MMA Operational Support' document.

Step 3: Request the customer's Mobile Number to search for the VAS transaction on the Ledger Admin Portal

Step 4: Validate customer's Name, Surname and ID Number

Step 5: If the transaction is reflecting as successful, provide the customer with the Voucher Code either telephonically or manually via email.

Step 6: If the transaction is reflecting as unsuccessful, Inform the customer that you will have to investigate the matter further

Step 7: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Customer bought airtime for somebody else, but sent it to the wrong recipient number

Inform the customer that unfortunately no refunds are allowed on these transactions

Customer bought airtime successfully, received the airtime voucher, but the transaction history has not been updated.

It might be that there is an unexpected delay in the transaction history being updated. Request the customer to give it a few minutes before checking again.


Step 1: If the transaction is still not reflecting time, the Call Centre Agent must check on the Ledger Admin Portal. Refer 'Addendum to MMA Operational Support' document.

Step 2: Request customer's Mobile Number to search for the VAS transaction on the Ledger Admin Portal

Step 3: Validate the customers Name, Surname and ID Number:

Step 4: If the transaction is reflecting as successful, request the customer to restart their device and check the Transaction History again.

Step 6: If the transaction is still not reflecting (or is unsuccessful), inform the customer that you will have to investigate the matter further.

Step 7: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services.

Customer bought airtime successfully, received the airtime voucher, but the account balance was not updated

Step 1: Request the customer to check their transaction history either via Mobile App or USSD.

Step 2: If the transction is not reflecting in the transaction history, the Call Centre Agent must check on the Ledger Admin Portal. Refer 'Addendum to MMA Operational Support' document.

Step 3: Request the customer's Mobile Number to search for the VAS transaction on the Ledger Admin Portal

Step 4: Validate customer's Name, Surname and ID Number

Step 5: If the transaction is reflecting as successful, request the customer to restart their device and check the Account Balance again.

Step 6: If the transaction is reflecting as unsuccessful, Inform the customer that you will have to investigate the matter further

Step 7: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Buy Electricity

I have entered the incorrect meter number and completed the transaction

Inform the customer that unfortunately no refunds are allowed on these transactions

I have entered the incorrect cell number

There is currently no link between the cell phone number and the transaction. Therefore it will have no impact.

In the future, there will be a link, as the electricity voucher will be SMS'ed to the cellphoone number entered.

Customer purchases R50 electricity but only received R40 - why is there a shortfall

Inform the customer that there might have been an arrear balance on their electricity account. Unfortunately you do not have access to this detail.

Kindly request customer to contact their electricity service provider for further information.

Customer purchased electricity successfully via the Mobile App, but did not receive the electricity voucher

Step 1: Request the customer to check their transaction history via Mobile App.

Step 2: If the transction is not reflecting in the transaction history, the Call Centre Agent must check on the Ledger Admin Portal. Refer 'Addendum to MMA Operational Support' document.

Step 3: Request the customer's Mobile Number to search for the VAS transaction on the Ledger Admin Portal

Step 4: Validate customer's Name, Surname and ID Number

Step 5: If the transaction is reflecting as successful, provide the customer with the electricity voucher number either telephonically or manually via email.

Step 6: If the transaction is reflecting as unsuccessful, Inform the customer that you will have to investigate the matter further

Step 7: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Customer purchased electricity successfully via USSD, but did not receive the electricity voucher via SMS

Step 1: Request the customer to check their transaction history via USSD.

Step 2: If the transction is not reflecting in the transaction history, the Call Centre Agent must check on the Ledger Admin Portal. Refer 'Addendum to MMA Operational Support' document.

Step 3: Request the customer's Mobile Number to search for the VAS transaction on the Ledger Admin Portal

Step 4: Validate customer's Name, Surname and ID Number

Step 5: If the transaction is reflecting as successful, provide the customer with the electricity voucher number either telephonically or manually via email.

Step 6: If the transaction is reflecting as unsuccessful, Inform the customer that you will have to investigate the matter further

Step 7: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Pay in Store

Customer wants to pay in-store, but the token is not generated

Step 1: Confirm with the customer if they have sufficient airtime and/or data.

---If insufficient, request the customer to topup their airtime/data balances and redo the transaction

Step 2: If sufficient airtime/data, request the customer to restart their mobile device

Step 3: Request the customer to redo the transaction.

Step 4: If the issue persists, inform the customer that you will have to investigate the matter further

Step 5: Request the customer's Name, Surname and Mobile Number, in order to provide the customer with feedback.

Step 6: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Customer wants to pay in-store, but the PED does not want to accept the token

Step 1: Confirm with the customer that they entered the correct token number.

Step 2: Request the customer to redo the transaction.

Step 3: If the issue persists, request the customer to restart their mobile device and retry.

Step 4: If the issue persists, inform the customer that you will have to investigate the matter further

Step 5: Request the customer's Name, Surname and Mobile Number, in order to provide the customer with feedback.

Step 6: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

When purchasing goods does your Identification Document need to be presented at the till

No, the customer's Identification Document is not required for purchasing goods. Only when the customer wants to perform the following transactions, will we require proof of identification:


Lock Account

Unlock Accont

Close Account

Can someone else use my money market account

If you have given your consent and they are in possession of your cellphone number and PIN

Deposit in Store

*Deposit made in store , receipt prints but when checking my balance it does not appear

Step 1: Request the customer to check their transaction history, via Mobile App or USSD.

Step 2: If the transaction is reflecting as successful, request the customer to restart their cell phone and check the balance again.

Step 3: If the transction is reflecting as unsuccessful, or is not reflecting in the transaction history, check on the Ledger Admin Portal. Refer 'Addendum to MMA Operational Support' document.

Step 4: Request the customer's Mobile Number to search for the Deposit transaction on the Ledger Admin Portal

Step 5: Validate customer's Name, Surname and ID Number

Step 6: Inform the customer that you will have to investigate the transaction further

Step 7: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Can I deposit using the card or it must be cash only (cash only)

Deposits can only be made by cash. No card transactions are allowed.

Can I send a third party (my wife) to top up my account if she has my cellphone and I.d with her

If you have given your consent and they are in possession of your cellphone number and PIN

Deposit made in store, but the token is not being generated

Step 1: Confirm with the customer if they have sufficient airtime and/or data.

---If insufficient, request the customer to topup their airtime/data balances and redo the transaction

Step 2: If sufficient airtime/data, request the customer to restart their mobile device

Step 3: Request the customer to redo the transaction.

Step 4: If the issue persists, inform the customer that you will have to investigate the matter further

Step 5: Request the customer's Name, Surname and Mobile Number, in order to provide the customer with feedback.

Step 6: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Deposit made in store, but the PED does not want to accept the token.

Step 1: Confirm with the customer that they entered the correct token number.

Step 2: Request the customer to redo the transaction.

Step 3: If the issue persists, request the customer to restart their mobile device and retry.

Step 4: If the issue persists, inform the customer that you will have to investigate the matter further

Step 5: Request the customer's Name, Surname and Mobile Number, in order to provide the customer with feedback.

Step 6: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

Registration

Will the registration error messages on registration be sent to us or Shoprite

Registration can only be done via Mobile App or USSD.

If the customer received any registration error messages, it will be logged with the Call Centre Agent.

The Call Centre Agent will have to talk the customer thru the registration process.

Please refer to 'Addendum to MMA Operational Support' document

Is there any way a customer can be assisted if they forgot there pin

Thiis functionality is not unfortunately available at the moment.

Savings Stamp

After receiving stamps from someone, will I get monetary change after paying in store

No. The stamps are not exchangable for cash. The customer will have to spend the full amount of the savings stamps, or transfer it to someone else.

Someone transferred the stamps to me and I did not receive any notification how do I retrieve the code

Step 1: Request the 'Receiver' to confirm with the Sender' if the transaction completed successfully and the cell phone number the trasnfer was made to.

--- The Sender can do this by checking the Transaction History via Mobile App or USSD.

Step 2: If the transaction is reflecting successfully request the 'Receiver' to login to their Money Market Account if they have an existing Money Market Account.

--- If the 'Receiver does not have an existing Money Market Account, assist the 'Receiver' in registering for the Money Market Account. Refer to the Registration process in Addendum for MMA Operation Support document.

Step 3: If the transction is not reflecting in the transaction history, the Call Centre Agent must check on the Ledger Admin Portal. Refer 'Money/Stamps Tansfers' in the Addendum to MMA Operational Support document.

Step 4: Request the 'Sender's' Mobile Number to search for the transaction on the Ledger Admin Portal

Step 5: Validate 'Sender's' Name, Surname and ID Number.

Step 6: Inform the customer that you will have to investigate the transaction further

Step 7: Escalate the query to the Call Centre Manager, who will escalate it to the IT Manager and/or Financial Services

If someone send me stamps, must I register first before or can I also register at the store before buying

If someone sends me stamps, a notification SMS will be sent to me (the recipient).

If the recipient does not have an existing MMA, the recipient must first register before being able to use the stamps

Registration can happen beforehand, or in the store before paying for the goods.

Not able to view detailed info on Saving Stamps sent

Step 1: Request the customer to check their transaction history, via Mobile App or USSD.

Step 2: If the transaction detail is not reflecting, request the customer to restart their cell phone and check the transaction history again.

Step 3: If the transction detail is still not reflecting, the Call Centre Agent must check on the Ledger Admin Portal. Refer 'Money/Stamps Transfer' in the Addendum to MMA Operational Support' document.

Step 4: Request the customer's Mobile Number to search for the Stamps transaction on the Ledger Admin Portal

Step 5: Validate customer's Name, Surname and ID Number

Can I transfer my old (booklet stamps) to the new online stamps

Unfortunately not. The old (booklet stamps) are still very much functional and acceptable in store.

Should the customer wish to make use of the new online stamps, the customer will have to register for the Money Market Account and purchase stamps

Product Info

I have update a new cell number and my balance gets carried over but what happens with my transaction no used as yet


What happens if I've lost my ID Book and don't have a passport - what will Checkers Accept


POS will print a receipt once a query is logged with call centre. How is a look up done against that ref number


Will we be able to resend sms with the stamps/electricity


Kiosk Functions:



Registration

Money Market Cashier is unable to create/register a customer for the Money Market Account at the Money Market Kiosk

Step 1: Confirm if the customer is registering via USSD or Mobile App

Step 2: Assist the customer through the registration process.

Step 3: Refer to 'Registration' in Addendum to MMA Operational Support document

Reset PIN

The Money Market Cashier is unable to reset the customer's PIN for the MMA

Step 1: Confirm if the customer is attempting to reset the PIN via USSD or Mobile App

Step 2: Assist the customer through the resetting process.

Step 3: Refer to 'Reset (Change) PIN' in Addendum to MMA Operational Support document"

Change Mobile Number

The Money Market Cashier is unable to change the customer's Mobile Number

This functionality is not yet available

Update Customer Status

The Money Market Cashier is unable to change the customer's Status

The Call Centre Agent will be able to update the customer status on the Admin Portal. Please refer steps below:


Step 1: Logon to the User Admin Portal

Step 2: Request the customer's Mobile Number to search for the customers profile on the User Admin Portal

Step 3: Validate customer's Name, Surname and ID Number

Step 4: Request the reason for the change in status.

Step 5: Refer to 'Update Customer Status' in Addendum to MMA Operational Support document

Print Account Statement

The Money Market Cashier is unable to print the customer's account statement

The Call Centre Agent will be able to retrieve the customer's account statement (transaction history) from the Admin Portal. Please refer steps below:


Step 1: Logon to the User Admin Portal

Step 2: Request the customer's Mobile Number to search for the customers profile on the User Admin Portal

Step 3: Validate customer's Name, Surname and ID Number

Step 4: Request the reason for the change in status.

Step 5: Refer to 'View Transaction History' in Addendum to MMA Operational Support document.

Bulk Payments

What is the Bulk Payments function

Bulk Payments is a non-banking payment function Shoprite offers to SME's and large companies

How does it work?

A company deposits funds into a Shoprite bank account, requesting Shoprite to 'pay' their employees in Shoprite currency, i.e Stamps.

Based on an input file, listing the recipients (employees) mobile number and payment amounts, provided by the Company, Shoprite will then load the funds into their individial Money Market Accounts.

The recipients will receive a notification of the 'payment' and will be requested to create (register) a Money Market Account.

On successful creation of the MMA, the balance will be updated with the 'payment' amount.

How do i identify these transactions

The Bulk Payments has a unique transaction type.

Please refer to 'Transaction Types' in the Addendum to MMA Operational Suppport document.