Contents
1. Description
This procedure will outline how to process a payment in Zendesk.
2. Rules
Only credit or debit cards for one-off payments
Only credit or debit cards can be used for one-off payments. Direct bank transfers using a BSB and bank account number must not be used (these details can only be used for setting up ongoing direct debit payments).
Pre-authorisation fees
When updating a customer's credit card details, a pre-authorisation check is conducted by the bank to check if the card details are correct. The involves charging $1 to the card, which is then released back into the customer's account within 5 business days.
Credit card not in account holders/authorised user's name
If the customer is paying with a credit card that is not in their name, you must first ask if they have permission to use the card before you can proceed with taking the payment.
Use secure pay
You are no longer required to stop recording on the call on the softphone when taking a payment. Instead, you must use the secure pay function when taking a payment. Customers should be advised not to read out their card details; if their credit card number or CVV details are audible during the call, you must delete the call. Follow Procedure - request for a call to be deleted for information on how to request to delete a call. Customers can make a manual payment from any phone (e.g. landline, mobile).
Advise customer of one-off payment charges
Advise customers that a 0.25% surcharge applies to all one-off payments made with a credit or debit card.
Auto service resume
Where Foxtel services are reduced, shaped or restricted, normal services will automatically resume upon full payment of the outstanding balance.
Non-authorised account holders can make payments
Callers who are not authorised account holders may make one-off payments on active accounts. The caller must advise the amount they'd like to pay and provide the account number. Important: Agents must not provide these callers with any account information, including the amount owing on the account.
Foxtel from Telstra customers cannot pay Foxtel directly
All payments and payment details for Foxtel from Telstra customers are managed by Telstra (see FoxPages directory - general information and specialist support). Telstra Wholesale agents cannot alter these in any way.
3. Procedure
- Navigate to the Actions tab, then select Billing Actions.
- Select Process Payment.
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Under Payment Amount, select one of the options from the list:
- Account balance: pays the full amount currently owing
- Overdue amount: pays only the overdue balance
- Other amount: allows entry of a custom payment amount
Note: A processing fee applies to all payment types. Be sure to advise the customer of this fee before proceeding.
- If the customer would like to use a new or previously used card, continue to the next section for instructions.
To process a payment with a previously used card:
- Under Payment Method, select Previous Cards.
- A list of cards previously used on the customer’s account will appear. Confirm with the customer which card they’d like to use, including the last four digits and expiry, then select the chosen card from the list.
- Once you’ve confirmed the details with the customer, select Next.
- Review the confirmation screen, which will display the payment amount, processing fee and the card being used. Confirm all details with the customer before proceeding.
- Tick the Details confirmed with the customer checkbox, then select Submit to process the payment.
To process a payment with a new card:
- Under Payment Method, select New Card.
- The customer will need to enter their card details securely via Secure Mode. Select Start Secure Mode to connect the customer to a service where they can enter their details privately.
- Under Card Holder Name, manually enter the name on the customer’s card.
- Once you’ve confirmed the details with the customer, select Next.
- Review the confirmation screen, which will display the payment amount, processing fee and the card being used. Confirm all details with the customer before proceeding.
- Tick the Details confirmed with the customer checkbox, then select Submit to process the payment.
End of procedure.