Contents
1. Description
This procedure will outline how to update a customer’s payment method in Zendesk to direct debit (bank account or credit card) or statement.
2. Rules
Account holder or authorised contact only
Only the account holder or an authorised user can update payment details on an account.
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.
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.
Manual payments may be required for bundled customers
If a bundled customer (customers with broadband and/or home phone on their account) changes from statement method to direct debit after the bill has been generated, but before the direct debit draw date, you must arrange a payment (see Zendesk Procedure - take a payment) for the bill as the payment will not automatically be debited on the due date.
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 Update Payment Method.
- The customer’s current payment method will be displayed. To update it, choose one of the three options under New Payment Method (click the links below for next steps):
- Click Select in the bottom-right to complete the update. A confirmation message will appear in the top-right if the update is successful.
If updating to Direct Debit - Bank Account
Enter the customer’s BSB, Account Number and Account Name in the relevant fields.
If updating to Direct Debit - Credit 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.
If updating to Statement
A blue box will appear on the right, outlining key information the customer should know when changing their billing method to statement, including any payment processing fees.
Once you’ve confirmed these changes with the customer, tick Changes confirmed with the customer to complete the update.
End of procedure.