Payments Expert Tools

Payment CSR

Payments Expert Tools

API/CCP

Help Panel

OII

IBOSS

Salesforce

Salesforce

• Your main resource for Customer support.
• Review Payment Account information
• Payment processing
• Pricing plan
• Transaction history
• Access additional tools here
• Payments CSR
• OII

Amazon Phone Interface/CCP

• Use to take contacts and to transfer to other departments (when necessary).
• Allows you to change your status while on a call to prepare for breaks and end of shift.

Help Panel

• Houses all our internal & external articles.
• Provides troubleshooting steps of known issues.
• Allows keyword search for specific content and filters to narrow results.

OII

• Used when assisting customers with payment issues.
• Assists Experts with understanding login issues for customers.
• Help to identify account-level activity that has taken place on the account via Audit Log, which will show log-in events, processing events, & user events which can provide key details when dealing with a customer issue.
• Shows realms associated with login, as well as the user list and any grants associated with a realm.

IBOSS

Intuit Business Operations Support System

• Risk Operations Team tool
• Provides reasons for account closures.
• Allows you to view the merchant statements for the customer
• Review risk activity
• Verify customers have uploaded all necessary documents related to any risk-related cases
• *Very particular about cache & cookies*
• Bookmark & use Chrome Incognito window

Payments CSR

• Found in Salesforce>Agent Tools>Core Tools
• Allows you to see if a merchant account is attached to a realm & which realm it is attached to.
• Shows if the account has QB Checking/Money.
• Shows account holds, any connected Payroll accounts, type of payments accepted (credit cards & ACH), etc.