SadaPay

L2 will no longer handle the mentioned queries directly (see the table below). These cases will now follow a revised workflow to ensure smoother handling and complete information collection before escalation.

 Step 1: Gather Required Information

• If a user reaches out regarding any of the listed queries:

• First, send the relevant questionnaire to the user to collect all necessary details.

• You can find the related macros in the table below.

• If no additional questions are required for that specific case, you can skip this step and proceed directly.

 Step 2: Create a Back Office Ticket

• Once you’ve received all the required information from the user:

• Create a Back Office Ticket for the case.

• After creating the ticket, use the macro:

•  L2 Back-Office Tickets > Ticket Created

• This will notify the Back Office team and provide them with the necessary context.

 Step 3: Back Office Team’s Role

• Our dedicated Back Office team will then:

• Investigate the issue in detail.

• Share a resolution for the user once the review is complete.

 Step 4: Chat Handoff & Closure

• Once the Back Office team provides their detailed response:

• The chat will be transferred back to L2.

• If the user is satisfied with the resolution → close the chat.

• If the user has further questions → the L2 team will continue handling the conversation from there.

Key Reminder

Always ensure that complete information is gathered before creating a Back Office ticket. This helps reduce back-and-forth, ensures timely resolutions, and keeps our process efficient.