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.

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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.

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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.

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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.

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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.