DSTV Reversal and Transfer process

Overview

Kazang, along with its channels and subsidiaries (such as EPMM), offers merchants and vendors a convenient way to accept DStv payments on behalf of their clients. When a client has an outstanding balance on their DStv account, they can visit a local merchant to make the payment, which will subsequently restore their viewing services.

Occasionally, errors occur at the point of payment, such as payments being credited to the wrong account or customer. In such cases, a reversal or transfer of funds is required. The Operations Technical Support team manages these requests and liaises with the Multichoice team to facilitate the necessary reversals or transfers.

Reversal and transfer of funds request

Why would we receive this request?

• A merchant or vendor has made payment to an incorrect account.
• Transaction failed on the POS device but the merchant was charged for the sale

How to resolve:

• Request is received via FD and must needs to come from a vendor or allocated Kazang/EPMM representative.
• The OTS team will receive the request and escalate it to Multichoice to action via email.
• Based on the feedback received from MC, the OTS agent will reverse if necessary OR advise the sender of the successful transfer of funds
•  

SLAs associated with the request

• The OTS team has an agreement with MC to provide feedback within 24 hours (weekdays) after the request has been received by them.
• The SLA we have in place with our stakeholders (customers/clients) is 48 hours from the time the request is reported.
• Factors affected SLA – Weekends/Public holidays

Exceptions

• We have three-day window for submitting reversal requests. This timeframe accommodates users needing to submit requests after weekends or public holidays by allowing submission on the next business day. Requests submitted beyond this three-day period will not be accepted
• Payment corrections (redirecting payments to the correct accounts) will be processed normally regardless of when the payment was made.

Escalation matrix: 

When Requests for reversals and payment corrections need to be escalated to the operations technical support queue on Freshdesk, you can log a ticket and assign it to the FreshDesk group. We have a set SLA of 48 hour for resolution for this query type. (To accommodate offline hours and also extended offline hours on weekends).

*Have we missed anything in this article? 

Email operationssupport@kazang.com should you need any more information to be added onto this article.