All Things Electricity - Reversal and Troubleshooting

Overview

From time to time vendors will contact us with queries when vending electricity. As electricity is one of our top sellers in our vast VAS eco system, we are continuously looking at ways to ensure that we have the correct troubleshooting processes in place to help our vendors resolve any queries.

This solutions article will provide an overview of basic steps for common troubleshooting scenarios that vendors may experience when vending electricity to our customers across Southern Africa.

Electricity Vending Reversal

This is the most common query type that you will receive from vendors to reverse an electricity transaction. This transaction may have been completed in error by the vendor or that the vendor has input the incorrect customer details and completed the transaction.

There are two key types of vending, Normal Vend and a Blind Vend. Below is a brief description highlighting the differences between the two:

Vending Type	Description Summary	Content Ready Differences
Normal Vend	This is the basic process where the vendor enters the meter number of the customer on the device and completes the transaction for the amount stipulated by the customer.	The meter details will not show on the interface message like below:
Blind Vend	This is when the vendor manually enters all the required electricity information of the customer on the device to complete the electricty transaction. It is important to note that at no point should a reversal be completed on a blind vending transaction.	On the transaction slip the details will show, i.e. meter no, amount, KRN. AT, TI, SGC will show on the CR interface message as per below highlighted in yellow: Blind Vending can only be completed on meters supplied by Eskom.

Vendors can contact us with any electricity vending queries via the below channels:

• Telephone (via the Customer Helpline)
• FreshDesk (via ticket service)

Resolving these queries is no easier than ever, and the below will guide you in raising and resolving these query types based on the contact channel opted by the vendor.

Telephone and Freshdesk Queries

The process for both channels are identical.

An example of a Blind Vend for Freshdesk, please see ticket reference #495918

Action Step	Action Detail	Additional Information
Step 1	Open a New Ticket on Freshdesk
Step 2	Login into the HPS System	This will allow you to capture and update the meter information
Step 3	Update the HPS System and attach the screenshot of the ticket that has been raised on Freshdesk	Screenshot Example:
Step 4	Assign the ticket to Nomaphelo under the CC Escalations option	Nomaphelo is the assigned agent that will reverse the transaction post all investigation steps

Freshdesk Example:

Electricity Vend Does Not Show The Token

This scenario arises when the vendor has successfully vended electricity for the customer, but the token number is not accepted when the customer has entered the token into their meter box.

In this instance, you will need to confirm if there are any issues that are impacting the customer which is not allowing them to enter the token number.

This can be done by following the below guidance steps:

Electricity Meter Number Linking

From time to time, vendors will request that we linked the electricity meter number to our systems. This can be completed on Content Ready for the vendor.

Action Step	Action Detail	Additional Information	Content Ready Journey
Step 1	Access Content Ready followed by selecting Electricity then Test Meter
Step 2a	Enter the meter number of the vendor follow by selecting Find Details
Step 2b	Once you have done so, select Reset Meter Number
Step 3	Once the meter has been reset, you will need to test the meter by selecting the Test Meter icon.
Step 4	Repeat the meter test process until you receive the below status messages: We Can Vend For Meter We Cannot Vend For Meter	Should you receive the status message We Can Vend For Meter, head back to the Meter Number Info screen and it now reflect which meters are Active and Inactive. Repeat the process until all the required meters reflect as Active	We Can Vend For Meter: Active/Inactive Status:
Step 5	After the reset process has been completed, the status message The Meter Has Been Successfully Linked should now be reflecting	For further additional confirmation, feel free to reach out to Nomaphelo Mandwiza (nomaphelo.mendziwa@kazang.com). It is important to provide all the relevant vendor information when doing so
Step 6	Should you continue to receive the error status message Meter Cannot Vend, escalate the matter to CIGICELL.	It is important to wait until a response has been received from CIGICELL before testing the linking of the meter.

Determining Electricity Supplier

Because we work with different electricity suppliers in each municipality, it is important for us to know which supplier to escalate to when running into an error. The below guidance steps will assist you to determine who the supplier is for electricity purchases made on a Kazang vending machine.

Action Step	Action Detail	Additional Information
Step 1	Obtain the TXN ID (Transaction Identity) which will be listed on the slip
Step 2	Insert the TXN ID in the transaction search bar in the top right corner of Content Ready followed by the magnifying glass to action your search
Step 3	Once loaded, you will be presented with the Transaction Status page, on this page you will scroll down to the "Electricity Transaction Details" section. The supplier will be listed as the "Electricity Provider".  Once we have determined the supplier, we would escalate the query to the relevant supplier for resolution.

*Have we missed anything in this article? 

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