Improve the ‘default’ payment method shown during the operator checkout flow based on their selected sales channel
under review
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Tyrone Ranatunga
On average, 7-8 times per month, the team spends significant amounts of time hunting down duplicated deposits. These are caused by “double-charge” events, stemming from payments processed via the ‘Credit / Debit Card’ option in PBJ despite already collecting payment via an EFTPOS machine. This is particularly prevalent when customers already have a credit card on file.
We have identified that during busy periods, or while a new employee is training, the staff member sometimes either confuses the ‘Credit / Debit Card’ option with ‘EFTPOS’, or forgets to change it at all.
The staff member will successfully charge the customer via EFTPOS machine, then click checkout in PBJ. This obviously proceeds to use ‘Credit / Debit Card’ payment method and continues to charge them again while checking out their tickets. So the customer is charged twice, but only one deposit is in PBJ (under the wrong deposit type).
There are a few suggested improvements to save time for our team undertaking reconciliation, and also save time for our agents during busy checkout periods.
- Restrict payment methods by agent role. E.g. don’t allow Call Center staff to use EFTPOS deposit type.
- Change default payment method for a channel. For example, Prize Home would default to EFTPOS, while Call Centre would default to Credit / Debit Card.
- Rename ‘Credit / Debit card’ option to be clearer. Perhaps “Virtual terminal” or similar
Colin Hili
I just wanted to leave an update here -- I'm looking at integrated terminals since the default one currently set up for our point of sale app will no longer be available come June (third party is pulling out of Australia).
I think maybe we can solve this by ensuring that the payment terminal replacement also works for Web Apps and therefore work with Operator Purchase. Then you'd no longer have to have operators select EFTPOS.
Would something like this work? Or is the issue specific to when a recurring purchase product (e.g. Star Supporter) is being sold and people automatically use the EFTPOS first?
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Tyrone Ranatunga
Colin Hili: Hi Colin,
If the payment terminal re-work would dynamically update the payment options shown during operator checkout (similar to how PayPal is greyed out in website checkout for subs) then it may resolve this canny & the recurring purchase product issue you noted.
This canny was raised because operators sometimes charge a customer once via the EFTPOS machine, then inadvertently re-charge them again via the payment gateway by not clicking away from 'credit / debit card' in the Operator Purchase workflow.
It was more from the perspective of the reducing or changing the defaults of the payment options shown to operators (i.e. Call Centre should not see EFTPOS, and Prize Home should not see online gateways by default)
Your note on the recurring purchase product was an earlier issue which would be resolved by having some relationship between the product type and shown payment options (i.e. no PayPal/EFTPOS for recurring purchase or 'needs a card saved')
Colin Hili
Tyrone Ranatunga: that makes sense. Thanks for the write up -- makes this clearer for me and more specific.
Colin Hili
under review