PCI Compliant: Deductible Secure Agent Payment Group

PCI Compliant: Deductible Secure Agent Payment Group

To ensure PCI compliance, Cinch must securely collect customer payment information.

Utilize available payment options in the following order:
  1. Payment using Card On File (COF)
  2. Secure Card Capture Link by Text or Email - Used real time while on the call, the customer cannot use this link to enter card information at a later time
  3. Manual Capture Payment - Manually enter card details
  4. Direct Customer to MyAccount (ACTIVE Contracts Only with a valid Email Address on file)
When all efforts fail to process a payment with COF or secure link, Customer Service, Escalations, Authorizations, Support Services, and Parts Sourcing agents will transfer the customer to the Secure Agent Group to manually enter Initial and Replacement Deductible payment details.
If you receive a call transfer and COF and Secure Link were already attempted, skip to Manual Capture Payment. 

Card on File

“[caller name] I see you have a card on file, with the last 4 numbers of [XXXX].
May I use that to process your payment?”

Card on File OR Card entered by Link
Does Not Match Caller

“I see we have a card on file for <Card Holder Name>, are they available to come to the phone and authorize the deductible payment?”

"I see the card entered is for <Card Holder Name> are they available to come to the phone and authorize the deductible payment." 

"We must speak with the cardholder to process a payment."

Card Capture Link
(Not using card on file)

“[caller name] for your protection, I am unable to take card information over the phone and will be sending a secure payment link via text to capture your payment information. 
May I send to the cell number ending in {xxxx} ?"

"For your security, please do not read the card details out loud."

 If text not received within 30 seconds offer Email Link option.

"I can also send a link via Email, may I send to email {@xxxx} now?"


If email sent, advise customer to click on the Update Payment Information Link inside the email.
Email comes from donotreply@cinchhs.com

 

Customer Accepts Link

“I will stay here on the line with you while you enter your card details. For your security, please do not read the card details out loud.”

Customer Driving:
Direct to MyAccount

“I understand you are driving, would you like to go to MyAccount and process your request at a later time?”

Customer unable to provide card details

“[caller name] because we were unable to update your payment details at this time, please go to MY ACCOUNT, our self-service portal, to update your request.”

Documentation Examples

Depending on the payment collection option used, notate accordingly:
  1.  Indicate Payment Method Used: COF, Secure Text Link or Secure Email Link
  2.  If Applicable: Link unsuccessful, Manually entered card details, or directed to MyAccount

Zoho Secure Card Capture

When collecting a deductible during service initiation OR collecting a replacement deductible follow this process:

  1.  Select Pay with Card and click Submit to open the new Card Capture UI in Zoho.




  2.  If able to use the Card On File, Check the Box under available card on file to select, Card Details will populate on the left, click the link and read the appropriate payment collection script, click Submit to process the payment.


    NOTE: We must click the link and read either the General Payment Collection script or P3 Appliance Multi-item(if applicable) verbatim to the customer prior to processing a payment. The system will attempt to fill in the customer specific information, if unable to or if caller name is different, fill in accordingly. 
    General Payment Collection Script:
    Note: Customer Name, Product/Warranty Plan (Example: Sears, Cinch, etc.), Date, and Amount will be system generated. 




  3.  If unable to use Card on File, send the Secure Card Capture Link by Mobile or Email edit fields if needed and click Send Link.
    Stay on the line with the caller and click Refresh or Auto Refresh for Zoho to update the card details once captured. 

    If Text not received within 30 seconds move on to sending link via Email.
    If sending Email link advise the customer to select the "Update Payment Information" Link within the email. 



  4.  Once the caller successfully enters their card details the details will populate to the left, click the link and read the appropriate payment collection script and click Submit to process the payment. 



  5.  Once payment processes you will receive a Payment Status pop-up, click OK, then click Confirm Appointment to submit the service request.
    If collecting a Replacement Deductible, click OK to return to the service request. 



  6. If unable to use Card On File, Secure Card Capture Link, move on to Manual Capture Payment.

  7. If an issue occurs (customer enters wrong card info, does not want to move forward, etc..) or you need to send a new link after card capture, then click Cancel and Proceed to return to the previous deductible screen. 



Manual Capture Payment

When an inbound transfer is received, quickly note the Case Number, Item, Brand, Type if applicable, Model info if available, Location, and Problem Description if initiating service.
DO NOT REFUSE A CALL CONFERENCE FOR ANY REASON.
NOTE: If SP was located via extended zip or service locator the transferring agent should provide you with the SP information including their account number so they may be force assigned.
If customer accepted an appointment date for Sears, GE, or Whirlpool the agent will relay that information in hopes the same appointment may be selected. 

Bring the customer on the line and advise you have all the information needed and confirm the item information as you enter their service request utilizing the suggested scripting below. 

Secure Group Call Transfer: Scripting

Call Transfer Received Script

 “Hi <Customer Name>, Thank you for holding, my name is <XXXX>.

I was advised you called regarding <XXXX> and will be happy to assist with updating your payment details today...“

NOTE: Relay the service request details to the customer so they know you are ready to enter their information and are only confirming you have the correct details:

"Let's go ahead and confirm you are requesting service on the [item, brand, location, problem] is that correct?" 

If the customer is frustrated with confirming the request details you may advise:
"I want to make sure the correct information is sent to the service provider, Thank you for your patience."

Replacement Deductible:

"To confirm, you are calling in to pay the replacement deductible for the [item] is that correct?"

If a CONFERENCE is received instead of a TRANSFER where the transferring agent does not disconnect from the line, Use the following script to request they drop from the line:

Conference - Agent still on the line

 “Thank you <Agent Name> please go ahead and disconnect from the line." 

If the call then gets disconnected, Call the customer back. 

The proper steps for collecting Card information and utilizing the Deductible Payment Collection Script are as follows:
  1.  Verify the name on the card they will be using to ensure you are speaking with the Card Holder.
  2.  Read the Payment Collection Script verbatim, making sure to state the correct Name of the caller when appropriate.
  3.  Verify the Billing address for the card being used.
  4.  Gather Card details. (Credit Card #, Expiration Date, and CVV) 
  5.  Process the Payment. 
The script MUST be read verbatim, and the caller MUST provide verbal authorization Before we attempt to gather Card details.

Deductible Payment Collection Script

“<Customer Name>, in connection with your <Product Name> Home Service Plan, you authorize Cinch to charge the credit card you are providing today, <Date> the deductible amount of <Amount> per service request.

<Customer Name>, with the understanding that the payment arrangement made today <Date> does not modify the terms of your <Product Name>.

Do I have your authorization to proceed?”


Collecting Card Details

Script

Actions

“Who is the call holder for the card you will be using today?" 





Caller must be an authorized user of the card.


If the caller is attempting to use a card not associated with their name, then request another form of payment.



If the customer states they do not have another form of payment currently, direct the caller to My Account to place the request once payment is available.

“Please verify the billing address associated with the card you are using.”

Manually enter the billing address associated with the card being used.

“What is your card number, expiration date, and CVV (security code)?”

Do not record the caller’s card information anywhere except in the payment collection screen.


Do not take written notes containing the caller’s card information.


Do not read the credit card number, expiration date, or CVV number back to the caller.


If you feel you missed or mistyped a number, THEN ask the customer to repeat the numbers for Confirmation.

"{Customer Name} please confirm the card number to ensure I entered the information correctly."


Zoho

When a call transfer is received to collect a deductible during service initiation OR to collect a replacement deductible follow this process:

  1.  Select Pay with Card and click Submit to open the new Card Capture UI in Zoho.



  2. Click the Manual Capture Payment link to reach the Card Information screen, click the link and relay the appropriate Payment Collection Script. After Pausing ROD, enter the Card Holder Name, Card Details, and edit the Billing Address if needed. Click Submit to process the payment.
    YOU MUST USE AND PAUSE ROD WHEN CAPTURING CARD DETAILS.




  3.  You will receive a Payment Status pop-up, exit the pop-up and continue by submitting the service request or moving the replacement job forward after deductible collection. 
  4.  If an issue occurs and you need to exit the card information or card capture screen, then click Cancel and Proceed to return to the previous deductible screen. 



ServiceBench

If service initiation in ServiceBench is required (Zoho error received, etc.), the Secure Card Capture process will remain the same with the addition of an Agent ID field.
If your Username (i.e. schapman) does not prepopulate, manually enter your username and click the Check Mark to reflect the Manual Capture Payment link.



Deductible - ROD: Record On Demand


ALERT: If there is an issue with ROD, attempt a second time to pause the recording, if unable, proceed with processing the Manual Payment.
Escalate the ROD issue to your supervisor and provide the Job or Contract Number, and Call Time. 

  1. Open and log into ROD using your Cato credentials. 

     

  2. When obtaining Card Details over the phone you must first click Record, prior to asking the caller for their card details click Pause, once card details have been entered click Play to resume the recording. 

     

  3. Click the Business Data icon ($folder) and enter D for Deductible or RD for Replacement Deductible and the Contract # in the Contract Number field.

Call Transfer Documentation

When documenting your interaction make sure to include the Agent’s Name and Department you received the call from, document appropriately when ROD is used and card is manually entered:
  1. Received call transfer from <Agent's Name and Department>
  2. ROD card collection

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