[BOT-13] In-store Payments Support

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 [e-mail].

---

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 [e-mail]."

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."