HOS-5835 - CARD TYPE DEFECT

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HOS-5835 - CARD TYPE DEFECT

Post by Admin on Sat Feb 25, 2017 3:42 pm

Error: "THE CREDIT CARD TYPE IS NOT VALID FOR THE GIVEN CARD NUMBER. PLEASE USE MASTERCARD.”
(CARD TYPE NOT VALID FOR GIVEN CARD NUMBER), every affected credit card transactions and account numbers should be escalated directly to Technical Services team.
But, we don’t automatically assign the ticket to Escalation Administrators, because we still need to spark T2 (Karen said we can direct to T2 for this issue) and have someone from their team own the ticket.
Usually, the specific card details are not being recognized by choiceADVANTAGE as a correct card for a certain card type. So it might go through when selecting other incorrect card type, then escalate to T2.


STEP 1: Where did they get the Error Message?
- While creating a Walk-in / Reservation in choiceADVANTAGE
- While Checking-in the reservation
- While posting a credit card payment

STEP 2.1: Creating Walk-in / Reservation
1. Use the suggested card type to check if it will go through
2. Try asking for other credit card, or another method of payment (eg; Cash)
3. If no other card /cash and the caller insist, offer option like booking reservation through www.choicehotels.com or Choice Gen. Res (over the phone) to have the credit card accepted
- No other way to fix it, cannot be escalated.

STEP 2.2: Checking-in reservation
1. DO NOT TEMPORARILY CHANGE THE PAYMENT METHOD TO CASH JUST TO CHECK-IN
2. Use the suggested card type to check if it will go through
3. Try asking for other credit card, or another method of payment (eg; Cash)
4. If no other card /cash, go to Guest Folio > View Authorization Center > manual authorize even just 1USD just to save the card details
5 Once successfully authorized the card, you may now check-in the reservation under cash temporarily
- collect all necessary info, then escalate the ticket to T2 for fix

STEP 2.3: Posting a credit card payment
1. Use the suggested card type to check if it will go through
2. Try asking for other credit card, or another method of payment (eg; Cash)
3. For US - offer to post the payment directly through DOTN, then activate POS-CardType transaction in CHADV and post the payment POS-CardType on guest folio
3. For AU/NZ - offer to collect the payment on their separate card terminal, then activate POS-CardType transaction in CHADV and post the payment POS-CardType on guest folio
- inform that they can just take note of the discrepancy on the report, but if they insist to fix, check if T2 will accept the escalation

STEP 3: Collect necessary details for Remedy notes / Escalation
- Confirmation Number
- Name of the Guest
- Date of Arrival and Departure
- Correct Card Type
- First and Last 4-digits of the Card

STEP 4: Escalate the Remedy Ticket
- Complete all the documentation first
- Spark T1.5 / T2 for consultation, then escalate the ticket if it's valid








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UPDATED CHADV DEFECT 2017

Post by Admin on Wed Mar 01, 2017 2:42 pm

Defect Prioritization Tracker as of Feb. 23, 2017
Attachments
Defect Prioritization Tracker 20170223.xlsm (138 Kb) Downloaded 6 times

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