Description: The article includes the process for Business Transaction Monitoring (BTM) cases. 

Chat Example: https://app.intercom.com/a/inbox/yi1q66iy/inbox/shared/all/conversation/2834562?view=List


Context

  • CX-Biz reaches out to users with queries.

  • Once the response is received from the user, CXA will turn off ‘BTM follow up’ from IC.

  • Upon receiving a response, CXAs must transition the ticket to 'Risk Decision Required.'

  • RA must review the received response within 24 hours.
  • The RA is responsible for adding the response and any accompanying screenshots to the ticket for record-keeping.

  • The CXA just has to make sure the user provides all the information asked in the BTM questions.


Article: Guide to BTM Board Workflow

Note:* We can check the status of any invoice from Sift and it will show us if additional information was requested for it and the decision for the invoice is also visible.


Sift Screenshots



BTM - MC Flow

Following are the additional statuses on MC for invoices:

  • Created

  • Paid 

  • Blocked 

  • Settled

  • Refunded 

→ Paid invoices that are not settled would be marked as "Paid" by the on IC based on the corresponding BTM ticket. This means the invoice will not be settled until released by risk. And users will see a screen showing a link has expired for this invoice. Once the invoice is cleared, the status of the ticket will be changed and the invoice will settle in the user’s account in 1-2 working days as per the standard timeline.

→ Created invoices would be marked as "Blocked" by the risk-team in case of suspected fraud as well based on the corresponding BTM ticket (e.g high payment attempts). This invoice link will also show as expired. Once the invoice has been cleared by the risk-team, the user will have to generate a new link for the same payment as the previous one remains expired.
→ We can always search the user with a Merchant phone number filter on BTM board to check if the user was on BTM or not. We should search the number both with 92 and without 92.

→ Refunded: In case the invoice has a very high risk score, the Risk Analyst will tag the relevant CX Specialist to ‘void’ the payment and offboard the user from SadaBiz. Upon doing so, the user’s invoicing access will be displayed as ‘restricted’ on MC.

Another case in which the invoicing access is marked as restricted is: when the user is providing services that fall under the category of prohibited services; in this case the Risk Analyst will capture the invoice but will restrict invoicing access for future payments and all created invoices of the user will be marked as ‘Blocked’ on MC.


Direct Block on Sift 


  • In some cases, the invoice is directly blocked from Sift and no BTM query is sent to the user. We will search for the invoice reference number on Sift and it will show the invoice as Blocked by a Risk Analyst. A corresponding Jira BTM ticket will be generated by the Risk Analyst as well. We can find the BTM ticket by entering “INV- invoice reference number” in the Jira search bar. 
  • Macro to be sent: Refund Processed - Void invoices

The information on Sift and Jira ticket for one such case is visible in the following screenshots:




Macros to be used - BTM Board 
  • Inform user about the reversal: Refund Processed - Void invoices


  • User informed about working in prohibited categories: Invoice captured - Prohibited categories