Payment extensions are a tool designed to support customers who are unable to complete their payment by the established due date. The goal is to provide an additional window that allows them to settle their installment and avoid restrictions on their device.
4-hour extensions can be granted automatically, as long as eligibility criteria are met. For requests requiring a longer timeframe or more complex situations, the customer will be transferred to a human support agent, who will evaluate each case individually.
Decision Flow
CASE 1: Customer requests more time to pay
Step 1: Verify eligibility.
- Has the customer already used a 4-hour extension on this installment?
- YES → Transfer to agent. No additional automatic extension can be granted.
- NO → Continue to Step 2.
Step 2: Grant the 4-hour extension and confirm with the following message: "We have applied a 4-hour extension to your current installment. This is the time available for this installment. Please make your payment within this window to avoid restrictions on your device."
Step 3: If the customer requests more time after receiving the 4 hours:
- Transfer to agent with the following message: "To manage an additional extension, I need to transfer you to one of our support agents. Please hold."
CASE 2: Customer directly requests a 24-hour extension
The bot does not grant 24-hour extensions.
- Transfer to agent immediately with the following message: "To manage a 24-hour extension, I need to transfer you to one of our support agents. Please hold."
CASE 3: Customer made a payment but it is not reflected in the system
Step 1: Request the following information from the customer:
- Date and time of the transaction.
- Payment method used.
- Amount transferred.
- Proof of payment (PDF, JPG, or PNG).
Step 2: Once the information is collected, transfer to agent with the following message: "Thank you for sharing your proof of payment. I will transfer you to an agent to validate your payment and restore access to your device."
Rules
| Situation | Bot Action |
|---|---|
| Customer requests extension, first time on this installment | Grant 4 hours + confirmation message |
| Customer requests extension, already used the 4 hours | Transfer to agent |
| Customer directly requests 24 hours | Transfer to agent |
| Payment made but not reflected | Request proof of payment + transfer to agent |
Reasons an extension may not be approved
- The 4-hour extension for this installment has already been used.
- Significant installment delay.
- Eligibility criteria not met.
Proper handling of payment extensions is key to maintaining a good customer experience and service continuity. The established rules must always be applied: grant the 4-hour extension when applicable, confirm with the customer using the indicated message, and transfer to an agent in any situation requiring personalized attention.
Customers are encouraged to keep their payments up to date to avoid recurring use of extensions and to maintain their account in good standing.
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