Subject: FW: [PROCESS UPDATE] - CSL update - Moving orders to Pending Requirement for Payment
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Darren OToole <[email-masked]>, Sinead Bartley <[email-masked]>
Date: Tue, 23 Oct 2018 13:28:53 +0000

PROCESS UPDATE

DATE

23/10/2018

TOPIC

CSL update - Moving orders to Pending Requirement for Payment

DETAILS

Please review the new process below when moving orders to pending requirement for payment:

We move orders to Pending Requirement for Payment when the buyer informs us of an issue with the order and we don't want to pay the seller until our investigation is completed.

To avoid orders being stuck in this state, after replying to the customer, the action of 'Stop Seller Payment' on the CSL has been updated slightly, where:

  *   If you need to stop payment on a specific order, you should still click on "Stop Seller Payment"

  *   You will be asked for the reason for why the payment is being stopped on this order
     *   The reason to be filled in is *not* a CIAN note. Instead, you should leave a simple note to confirm why you want to stop payment on this order:

  *   Once you click on "Confirm", the transaction state will be changed to 'Pending Requirement for Payment'

  *   At this stage, you should either:
     *   Escalate the contact: For example, if it was a buyer RAG issue - and the buyer has already provided proof - then you can escalate to payment team directly
     *   Follow-up - whilst you investigate: For example, if you need to check with your TL, about what action to take (If after your investigation, you believe the seller should be paid, you need to email your TL to move the order back to Pending Seller Payment)
        *   Once the transaction state has been updated, you will be able to wrap up the case as normal and can enter the CIAN notes as normal

  *   Note: If you try to wrap up the case, whilst the payment is stopped on the order, this error message will appear:

If that happens, you have to remember to either escalate or to follow-up on the order.