Internal Procedure: Handling Interac Deposit Inquiries

Purpose:

The purpose of this document is to outline the standard procedure for Customer Service Advisors when handling customer inquiries about Interac deposits that have not arrived in their betting accounts.

Procedure:

Step 1: Initial Contact
1. Greet the customer professionally, ensuring to maintain a polite and understanding tone throughout the interaction.
2. Verify customer identity if they are not authenticated. Confirm Full Name, Date of Birth, Email Address OR Telephone Number, First line of address and post/zip code, and Username

Refer to external source to confirm the Interac clearance times - in this case, it should be instant.

Step 2: Inquiry

Obtain the following additional information by asking customer and controlling account details in the customer 360 application.

•The amount of the deposit.

•The time and date that the deposit was made.

•Proof of payment.

•Whether the deposit shows in the customer's pending payments.

•Whether the funds have left the customer's account

•Whether the reference provided in the deposit process was attached to the payment.

•Whether the customer paid the exact amount they initiated the deposit for. 

•Whether the payment was completed within two hours.
•Whether they get an error on the bet365 Deposit page.

Step 3: Escalation
If the full deposit process was completed, contact the Customer Payments team via the Payments Internal Deposit Queries

Step 4: Communication
1. Ensure the customer is kept informed of the status of their inquiry at each step of the process.
2. Provide the customer with a reference number for their complaint and the contact details for any follow-up.

Step 5: Resolution
1. Once the finance team has resolved the issue, communicate the outcome to the customer promptly.
2. If the deposit has been located, ensure that it is credited to the customer’s betting account immediately.
3. If the deposit cannot be located, work with the customer and the finance team to identify and rectify the issue.

Step 6: Follow-Up
1. After the issue is resolved, follow up with the customer to ensure they are satisfied with the resolution.
2. Document the resolution in the CRM system, including any steps taken to correct the problem and prevent future occurrences.

Additional Notes:

- Maintain confidentiality and data protection standards at all times during the process.
- Be aware of and comply with all regulatory requirements related to financial transactions and gambling.
- If fraudulent activity is suspected, follow the company’s AML policy and report to the appropriate department immediately.

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This document is intended for internal use only and is subject to change. Customer Service Advisors should always ensure they are working with the most current version of this procedure.