Overview
Kazang offers its customers more ways to manage their day to day payments including major media subscriptions. Partnering with Multichoice, customers can pay their DSTV account at any of our registered Kazang vendors.
Occasionally, errors during this payment process may occur and it will be the responsibility of the Contact Centre agent to manage and resolve these query types effectively to ensure that the vendor's day to day trading is not negatively impacted.
Some errors that our vendors may incur when dealing with these query types are:
- Payment credited to the incorrect customer account
- Duplicate payment was completed in error
- Transaction Failed at Point-of-Sale (POS) on the vendor's device despite the vendor's wallet being debited for the payment transaction.
This solutions article will provide the Contact Centre agent with sufficient knowledge regarding how these query types are managed and effectively resolved.
Which department works Reversals and Transfers for DSTV Payments?
All queries regarding reversals and transfers for DSTV Payments will handled by our Operational Technical Support (OTS) Team who escalate and communicate with our partner Multichoice to achieve resolution to all queries.
What are the Key Terminology that we will see on the tickets raised?
Below is some of the top terminology phrases that will be displayed when viewing tickets for queries raised for reversals and transfers for DSTV payments.
Terminology | Definition |
| Reversal | This is the process of refunding all payment funds back to the vendor for a transaction made in error |
| Transfer (Payment Correction) | This is the process of reallocating a payment made in error from the incorrect account to the correct account |
| Push Transaction | This is the process to request a manual update to a customer's account by sending a payment instruction to DTSV |
What are the process steps that the Operational Technical Support (OTS) Team take to resolve each query type?
Below is an overview of the basic flow that the Operational Technical Support (OTS) Team will follow when working DSTV reversals and transfers.
Action Step | Action Summary | Additional Information |
| Step 1 | Request Intake |
The Operational Technical Support (OTS) team will not accept requests directly from end-customers. |
| Step 2 | Triage and Action | Categorize the Request: Identify the specific DSTV scenario. Collect Information: Ensure all details to achieve full resolution are captured in the ticket, including the transaction reference number and a copy of the payment slip. Execute or Escalate:
|
| Step 3 | Communication and Resolution |
|
What are the resolution outcomes based on the scenario of the DSTV query?
Below is the resolution path that the Operational Technical Support (OTS) agent will follow based on the scenario for queries raised for reversals and transfers for DSTV payments.
Scenario | Query Summary | Resolution Path |
| Overpaid | Vendor has paid more than the required amount. (E.g. R4000 instead of R400) | Escalate the query to Multichoice for a partial refund |
| Refund | Vendor has paid the incorrect amount or made a duplicate payment and requests a refund | Escalate the query to Multichoice for a full refund |
| Transfer | Payment is pending with the status "Interface awaiting confirmation response" | Escalate the query to Multichoice for a payment correction |
| Reversal | Payment is pending with the status "Interface awaiting confirmation response" | Operational Technical Support (OTS) agent to resolve following internal processes |
| Push Transaction | Payment is required to be resent manually to DSTV to activate the customer's account | Operational Technical Support (OTS) agent to resolve following internal processes |
| Successful DTSV | Confirmation that the payment was successful and reflects on the Multichoice systems | No further action required Inform the customer of the payment status |
| Unsuccessful DSTV | The transaction has failed due to a network communication error | Operational Technical Support (OTS) agent to resolve following internal processes |
What are the Service Level Agreed (SLA) response times for each DSTV reversal and transfer query?
Below is the guidelines for both internal and external SLA response times based on the scenario for queries raised for reversals and transfers for DSTV payments.
| Internal SLA | The SLA response time for all internal responses from the Operational Technical Support (OTS) agents is 48 hours from the ticket being logged |
| External SLA | The SLA response time for all external responses from the Multichoice is 24 hours from when the escalation request has been received from the Operational Technical Support (OTS) team |
There are periods where an exception is granted for a response on both internal and external DSTV reversals and transfers queries raised.
- The internal 48 hour SLA response time does not apply over weekends and public holidays. Reason for this is that this is outside the operating hours of the Operational Technical Support (OTS) team.
- All reversals requests submitted outside the stipulated three-business-day-window from the transaction date will not be accepted as the transaction in most cases has already been settled.
- It is important to note that any payment correction (transfers) request are not impacted by the above-mentioned window as these queries will be process for any historical transaction.
What is the escalation matrix for all DSTV reversal and transfer requests?
In the event that a ticket requires to be escalated for an immediate update to achieve resolution of the query for the vendor, the below guidance steps are to be followed:
Action Step | Action Summary |
| Step 1 | Gather all the relevant information for the ticket to be escalated. I.E. Ticket Number, Payment Slips and all Correspondence. |
| Step 2 | Assign the escalated ticket to the Operational Technical Support (OTS) group on Freshdesk |
| Step 3 | Update the subject line of the ticket to: "DSTV Escalation - Ticket Number {Ticket #] - CC - DSTV SA" |
| Step 4 | Update the body section of the ticket that it will be escalated to the Operational Technical Support (OTS) team |
What does the Operational Technical Support (OTS) agent do if the vendor or customer has contacted them through the telephone line?
If the vendor or customer has made direct contact through the telephone line to raise a reversal or transfer request, the Operational Technical Support (OTS) agent is required to follow the below guidance steps:
Action Step | Action Summary |
| Step 1 | Request the transaction reference number to pull up the payment slip in the system. Attach a screenshot of the slip to a new FreshDesk ticket. |
| Step 2 | Politely advise the customer that DStv manages all account activations directly and provide them with the Multichoice contact number for further assistance: 011 289 2222. |
*Have we missed anything in this article?
Email learninganddevelopment@kazang.com or operationssupport@kazang.com should you need any more information to be added onto this article.
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