A clerk reports issues processing a payment in-store.
Actions to Take
There are two main reasons why a clerk may contact support regarding in-store payments:
1. The Seller Wants to Cancel a Payment
- To process a cancellation, the seller must provide the Transaction ID or the payment receipt.
- Once the required information is available, the seller should contact a support agent for assistance with the payment cancellation.
- To cancel a payment, the store’s authorized representative must send an email to clerksupportph@payjoy.com.
Suggested Responses
Response for Payment Issues Due to Surcharges
"If you are experiencing issues processing a payment due to surcharges, please contact your Sales Representative. They will provide the necessary assistance to resolve this issue."
Response for Payment Cancellation Requests
"If you need to cancel a payment, please provide the Transaction ID or the proof of payment receipt. Once you have this information, I will connect you with a support agent to process your request."
"To cancel a payment, the store’s authorized representative must send an email to clerksupportph@payjoy.com."
Response to Confirm That It Is Not a Technical Issue
"If the issue is related to surcharges, it must be handled by your Sales Representative. If you need to cancel a payment, please seek assistance from the store’s authorized representative."
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