All Things Devices - Dormant Devices

Modified on Tue, 17 Mar at 11:04 AM

Overview

A dormant account is an account assigned to a vendor that has not conducted active transactions for a set period of time. The reason for non-trading by the vendor can vary and it will be the responsibility of the assigned Sales Rep/Agent to reach out to understand the reason for the vendor not trading.

Our systems will automatically locked a vendor's account and apply the dormant status if the vendor has not conducted active trades for 120 days. Should a vendor request to reopen their account, our Trusted Centre team will carry out this action but after the Contact Centre have completed the necessary steps during the escalation process.

Call Centre Agent Guidance

Our vendors have access to our services through multiple channels on their devices. Our vendors can use either our VAS (Value Added Service) Device or the Kazang Android App directly from their mobile device.

It is important to note which channel the vendor is accessing our services from to successfully escalate their query for effective resolution.

Android App

All requests to reopen dormant accounts MUST come through Freshdesk as it will be the responsibility of the Contact Centre agent to provide the vendor with a link to a form where they will be required to update and provide us with the necessary account information
If the request comes through our telephone line, it will be the Contact Centre agent's responsibility to direct the vendor to raise their query through Freshdesk so that the link to the form can be shared for the vendor to update with the necessary account information.
The Contact Centre agent needs to confirm the below points with the vendor who has requested to reopen their account
- Confirm the reason why the vendor has not traded for the allocated 120 days with us (Content Ready can be checked for further verification on the last active transaction that was placed by the vendor)
- Confirm all the information of the vendor in accordance with the POPI Act.
- Request the vendors to provide a Proof of Payment that was completed into the account that clears any outstanding debts owed by the vendor.
- Provide a valid and clear copy of either the ID Document, Passport or Asylum Seeker document (This too can be submitted on the link that was shared)
Once all the required documents have been received, the Contact Centre agent can now successfully escalate the query to our Trusted Centre for further assistance and resolution so that the vendor can restart trading with us.

VAS (Value Added Service) Device

The same process for our Android App will be followed but there are key differences that the Contact Centre agent needs to be aware of for a successful escalation into our Trusted Centre Team.

If the address of the vendor has changed, the Contact Centre agent MUST request a proof of address that reflects the new physical address of the vendor. A site visit with the new address of the vendor is too required to be completed by the assigned Sales Rep/Agent to confirm that the vendor has relocated to the new address provided.
If the device is being used by a different owner, the assigned Sales Rep/Agent MUST complete a site visit and raise a new ticket into the Contact Centre for escalation. It is the Sales Rep/Agent responsibility to reissue the device to delink it from the dormant account and create new a new account for the vendor.

Submitting the KYC (Know Your Customer) Form

Our vendors will be required to provide key information to match with the dormant details on our Content Ready system. This request can be completed by sharing link to the KYC Form template which will be added to the escalation details to our Trusted Centre Team.

Follow the below guidance steps to successfully submit the KYC (Know Your Customer) Form:

Step 1	Select the KYC Form from the Canned Forms list on Freshdesk
Step 2	Add the form on the reply message to the vendor and await for feedback
Step 3	Once the vendor has updated the form, the details will be displayed as such;
Step 4	Review and confirm that details matched to what we have previously captured on Content Ready. If the details match, successfully escalate the query to our Trusted Centre Team. If the details do not match, please advise the vendor to update any outdated or missing information before escalating.

*Have we missed anything in this article?

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