SEPA ticket handling SOP
Updated over a week ago

Query: The payment has been deducted but the order was not processed/crypto was not received


The payment process is SEPA (Payment Method: sepa_bank_transfer)

Check whether the customer has shared the payment proof.

If the customer hasn’t shared the payment proof, ask the customer to get back to us with the payment proof.

If the customer shared the payment proof, check in Retool whether we received the payment or not. If we receive the payment, we have to reconcile the order.

If not, please follow the below-mentioned procedure:

  1. We have to ask the customer for payment proof in case the customer hasn’t shared

  2. We need to verify the payment proof

  3. If the payment proof is valid, the order was placed 72 hours ago, and we need to escalate the payment to Modular. The modular team will check and let us know the payment status.

  4. We will escalate the payment to the Modular team from Intercom and set the status as Escalated to Modulr”.

We have to click on the ‘Email’ icon and edit the email id. Remove the customer’s email ID.

We have to send the email to [email protected]

  1. Once the Modular team confirms the payment status, we will update the customer accordingly.

  2. Once the Modular team replies, the status will be changed from “Escalated to Mudulr” to “Reply received from Modulr”. These emails should be handled on priority.

Before receiving the reply from Modular, if a customer replies, the ticket status will be changed from “Escalated to Mudulr” to “Reply received from Modulr. Then, we will reply to the customer and set the status as “Escalated to Mudulr” and park it to the Cs-Operetion group.

  1. If any customer comes on chat and asks for SEPA payment that was not received, we will ask the customer to email the payment proof to [email protected]. Once the customer sends the email, we will close the chat by merging it into an email and following the same escalation process.

Points to be noted:

*** For Any customer raising a SEPA-related query after 5 days of placing the order, we need to check with the Modular team and assist the customer***

*** Without verifying the statement, we will not raise the ticket with Modular***

***We will ask the payment proof from the customer on day 1. We will wait for the payment on day 2 and day 3. We will escalate the Modular team to know the payment status and process on day 4. Once the Modular team replies, we will check, draft the resolution, and close the ticket***

Email format:

Hello Team,

Hope you are doing well!

We need to check the payment status for the below-mentioned customer.

Please verify and let us know, whether the payments are done through SEPA or SWIFT. In case, it’s a SEPA transfer, help us with the payment status.

We have attached the payment statement shared by the customer.

Kindly check and help us regarding the same.

Name: Ramona Kaiser

Fiat Amount: 1042 EUR

Thanks and regards,

Team Transak!

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