Customer assistance

Onboarding / Change requests / Verifications can be set to the Awaiting Customer Assistance status for many reasons, including but not limited to:

• vendor declines to participate,

• missing contact information,

• invalid contact details provided,

• seeking for alternative contact method as Eftsure is unable to reach the vendor after 3-4 attempts within 3 days.

Recommendation

Review User Assistance Reason and Retry Verification with additional details as per Eftsure verification team's request. Onboarding will be changed back to Awaiting Verification status.

Alternatively, Cancel the onboarding and manually send a new onboarding with updated phone number.

note

The Reason for rejection will appear at the bottom. In most case, a support link is provided alongside to help the user navigate through the issue.

Urgent verifications

Verification is pending on the customer to assist our verification team. During this time, Urgent verifications are disabled as we're waiting on our customers to help with this verification.

Retrying

When a verification is in the user assistance status, the end user should select the Eftsure menu and hit Verification -- Retry.

The following screen will appear:

Complete the requested information and hit Retry verification to restart the verification process.