PCI Compliant TS&R: Secure Payment Processing

To ensure PCI compliance, Cinch has multiple options to securely capture payment information.

You may receive call transfers from TS&R agents unable to take CC information.

If you receive a call transfer and COF has already been attempted, skip to Manual Capture.

Options available to be used in the following order:

Payment using Card On File (COF)
Manual Capture Payment - Manually enter card details
Secure Card Capture Link by Text or Email - Offer the link if the customer does not want to provide their card info over the phone.
Direct Customer to MyAccount (ACTIVE Contracts Only with a valid Email Address on file)

MyAccount URLS:

my.cinchhomeservices.com (Non-Sears Customers)

my.searshomewarranty.com (Sears Customers)

Call Transfer Received

When a payment transfer call is received make sure to capture the agent’s name and gather all necessary details regarding the customer’s call to avoid the caller repeating information.

Once the customer is transferred use the suggest scripting below to greet the caller:

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...“

Scenarios may include:

New Enrollments
Making a Payment
Update Billing Method
Upsell
Options and/or Additions
Saves

TS&R Scripting

Card on File - Speaking with Contract/Card holder	“[caller name] I see you have a card on file, with the last 4 numbers of [XXXX]. May I use that card to process your payment?” Caller name must match Card Holder
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 payment?” "I see the card entered is for <Card Holder Name> are they available to come to the phone and authorize the payment." "We must speak with the cardholder to process a payment."
Manual Card Entry CXONE MASK	“I am able to update your payment details manually."
Card Capture Link (Only if customer does not want to provide card details)	“[caller name] for your protection, I am able to send you 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.
Customer Accepts Link	“I will stay here on the line with you while you enter your card details.”
Customer Driving: Direct to MyAccount (Only if a valid email address on file)	“For your protection I would like to send you a secure payment link via text or email. I understand you are driving, would you like to go to MyAccount and update this information at a later time?”
Customer unable to enter card details	“[caller name] you were unable to successfully enter a payment method using our secure link. If you like, I can attempt to manually enter the card details for you or you can visit MY ACCOUNT, our self-service portal, to update your payment information later.”

Collecting Card Details Script

CXone MASK: Use the below scripts and actions to collect card details from the customer:

Script	Actions
“What is the name that appears on the card you will be using?”	Caller must be an authorized user of the card. If the caller is attempting to use a card not associated with their name, agents should 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.”	If the billing address differs from the address populated on the card information screen, the agent will need to manually edit the address. It should match the billing address associated with the card the caller is using.
“What is your card number, expiration date, CVV?”	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."

TIMX SCM Secure Card Capture

Manual Card Capture

When NOT using a Card on File and we need to obtain NEW card info:

In the Payment Entry or Payment Maintenance screen, click Transfer.
The Card Capture UI will open in your default Web Browser.
In the Card Capture screen, click on the Manual Capture Payment link to open the Card Information Screen:

Read Required Scripting
MASK: When clicking into the CC number field, CXone will Auto-Mask, the Mask button will be Blue, and a Recording Paused message will appear.
When clicking anywhere outside the CC number field, Mask will be turned off and the call recording will continue.
If any issues with Mask, reach out to your supervisor with the call details
Billing address will pre-populate, edit if needed.
Enter all Card Information including: Card Holder Name, Card Number, CVV (Security Code), Expiration Date
Once info is entered, click Submit to save

You will return to the TIMX Card Capture screen. Click Refresh to populate the card details entered on the left panel and click Submit.
You may then close the Card Capture Tab, return to TIMX SCM, and click Refresh to populate the last 4 digits of the card captured.
Continue with saving the billing method or processing the payment.

DO NOT CLOSE THIS SCREEN ONCE CUSTOMER HAS ENTERED THEIR CARD INFO.

Secure Capture Link

If Cell # and Email are on file they will populate in the Mobile Number and Email ID fields. Confirm this # is where the customer would like to receive the Card Capture Link Text, manually update if different, then click Send Link.
If Text not received within 30 seconds move on to sending the link via Email.
Customer will receive a Cinch Alerts text or email from donotreply@cinchhs.com including the Secure Link to enter their Card Details. Stay on the line while the customer completes this entry.
If the customer clicks Cancel they may access the link again and re-attempt. If the customer did not receive the text or email, confirm the cell # or email and send link again.
While the customer enters their card details, continue to click Refresh OR click Auto Refresh for the system to refresh for you.
The customer will receive a message advising the card entry was successful OR has not been saved.
Once the customer successfully enters their card details, you will receive the update advising the request is Completed. You may close this tab to return to TIMX SCM.
After closing the Card Capture tab, click Refresh in TIMX SCM to update the Card information entered by the customer.
Continue with saving the billing method or processing the payment.
DO NOT CLOSE THIS SCREEN ONCE THE CUSTOMER HAS ENTERED THEIR CARD INFORMATION.
A system generated note is entered in the COMM HIST LOG reflecting a Successful or Unsuccessful card capture using the secure card capture link.
If all efforts fail to securely update payment information through the Link, offer MyAccount if applicable, or have the customer call back when ready.

Card Declines Multiple Times

If a customer's card declines THREE times - STOP processing it and refer the customer to their financial institution. Continuing to attempt transactions may cause the customer's card to be flagged as fraudulent.
If the customer is adamant about the card being valid, ask the following probing questions:

Did you recently travel outside the country?
Is this a prepaid, non-loadable card?
Is your credit card available for recurring charges?

If the customer answers yes to the questions above, this may be the cause of the failed attempts.