Why Aren't My Customer Details Appearing in Reports After Payment?

Why Aren't My Customer Details Appearing in Reports After Payment?

Why Aren't My Customer Details Appearing in Reports After Payment?

If customer details are not visible in Paytia's or your payment gateway's reports, it may be because the payment was taken using Keyphone instead of Agent Capture Assist.


What is Keyphone?

Keyphone is an alternative Paytia product that allows agents to take payments without using the Agent Capture Assist interface (e.g., using a mobile phone).
In this scenario, the customer's details are not automatically recorded in reports.


How to Identify Keyphone Payments

If your agent hears the IVR prompt:
"Please enter the amount you wish your customer to pay today followed by # to confirm",
this indicates the payment was taken via Keyphone.


How to Resolve This Issue

To ensure the customer's details are recorded correctly, follow these steps during the payment process:

  1. Press * on the Call

    • This allows the agent to hear the customer again.
  2. Return to the Previous Payment Screen

    • Navigate back to the screen where the customer's information was initially entered.
  3. Resubmit the Payment

    • Click the Submit button at the bottom-right of the payment screen.
    • This action will take you to the second payment screen.
  4. Input the Secure Payment Code

    • Enter 7-2-9 to proceed with the payment securely.

Summary

If you are using Keyphone to take payments, customer details will not appear in reports. To address this:

  • Listen for the IVR prompt.
  • Follow the outlined steps to resubmit the payment through the correct process.

For consistent reporting, we recommend using Agent Capture Assist whenever possible. If issues persist, contact techsupport@paytia.com for further assistance.

    • Related Articles

    • How do I configure my Agent Capture Assist?

      Getting started with Agent Capture Assist This article outlines Agent Capture Assist functions and how to configure them. It covers the following: Initial configuration Administration console orientation Managing payments Administering users and ...
    • How do I configure my Agent Capture Assist?

      Getting started with Agent Capture Assist This article outlines Agent Capture Assist functions and how to configure them. It covers the following: Initial configuration Administration console orientation Managing payments Administering users and ...
    • How do I add a merchant account profile to a payment gateway?

      Setting Up a Merchant Account Profile on Paytia Paytia provides merchants with the ability to connect multiple merchant accounts to their payment gateway, ensuring flexibility in handling multiple bank accounts for payment processing. Here’s how to ...
    • User prompts in Agent Capture Assist

      Adding a user prompt instruction script the users see when taking payments using the Agent Capture Assist The user prompts allows you to populate a window on the Agent Capture Assist and is used for providing information, URL help links or any other ...
    • How do I use Agent Capture Assist to take payments?

      Using Agent Capture Assist to Take Payments First Things First If you have been set up as a user, you will receive a Welcome Email. If you have not received one, contact your administrator to create your user account. Note: If you are an ...