Description: This article covers process of simple running balance checks that helps in identifying the reason which leads to user's account in negative.  


Query: User inquiring about why their account balance is in negative or shows different balance as it should be.


Chat Tag: Account > Balance > Running Balance Query  or Account > Balance > Balance Difference Query


Solution:
  • The L2 team should create a backend Intercom ticket which will be checked by cx-specialists and they will provide an update on the reason for negative balance which may be any of the following. L2 team should then handle the case accordingly: 


1. Currency Conversion Difference: To identify, if user's account balance is negative due to currency conversion difference do the following:

  • Go to Pinelabs > Authorisation tab and look for the last transaction before the user's account balance went negative. 
  • If the amount in negative matches the first transaction made after this, look for transaction details.
  • The conversion rate against the transaction in the Authorization tab and the one in the Transaction tab would be different.


2. Mismatch/Unmatched presentment: To identify, if user's account balance is negative due to Mismatch/Unmatch presentment do the following:

  • Open Mission Control > Recent Transactions of the particular user
  • Click on Auth Code to sort it in ascending order. If a "0" is seen in the Auth Code column, then most likely this is the reason
  • In order to confirm, the transaction amounts can also be checked. The amount will be the same for both transactions
  • To proceed, CXAs must file a dispute for the original transaction - Reference article


3. Duplicate Transaction: To identify, if user's account balance is negative due to duplicate transaction do the following:

  • Open Mission Control > Recent Transactions of the particular user
  • If two transactions of the same amount, same Auth code to the same merchant at the same time appears, the reason could be duplicate transaction.
  • To confirm this, go to Pinelabs > Authorisation tab and look for last transaction before the user's account balance went negative. The amount of transaction made after this could be matched with the user's transaction amount to confirm.
  • Following this, identify the correct transaction i.e. the transaction which the user authorised and file dispute ticket under CX Disputes (CXD) for the duplicate transaction - Reference Article 


4. Late Presentment: To identify, if user's account balance is negative due to Late presentment, do the following:


  • Go to Pinelabs > Physical card > Authorisation tab and look for the last date before the user's account balance went negative for example it's 25 January
  • Go to Transactions tab, and set the start date and end date:
    • End date - date after 25 January, or a date when the balance was negative for example 28 Jan.
    • Start date - 6 months ago for example August 23.
  • Set the processing date column in the descending order to get the latest date there
  • Check for any purchases made, click the ARN number of the ones that have an older Auth date but a recent processing date
  • The amount of transaction could be matched with the amount in negative to confirm from Mission Control with the amount filter. Reference article 


5. Misc.debit Transaction: This is visible on MC, to find out why that happened, look with the user's number in this sheet and communicate the reason accordingly