TS&R Payments: Secure Card Capture
To ensure PCI compliance, Cinch is introducing a new secure way to collect payment information.
Options will include using a Card on File (COF) or sending a Secure Card Capture link to a customer so they can manually enter their card details.
These options eliminate the ability for an agent to manually enter payment details.
This will be used for:
- Existing Customers
- New Enrollments
- Update Billing Method to Card
- Take a Card Payment when not using Card on File
Card Capture allows the caller to provide information used for the subsequent transactions. The addition of card details does NOT complete the payment transaction.
IF there is a payment method added or changed for recurring billing, THEN we are required to read the Billing Disclaimer.
Utilize available options in the following order:
- Payment using Card On File (COF)
- 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
- Payment IVR Transfer if applicable
- Direct Customer to MyAccount (ACTIVE Contracts Only with a valid Email Address on file)
- Last Resort - Transfer to a Secure Agent Group *Hours of Operation: 9am - 9pm Mon-Fri* If outside these hours review with a supervisor.
MyAccount URLS:
my.cinchhomeservices.com (Non-Sears Customers)
my.searshomewarranty.com (Sears Customers)
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?” |
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." |
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. 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 need 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 (Should allow 3 attempts) | “[caller name] you were unable to successfully enter a payment method
using our secure link and for your protection I cannot take payment
information over the phone. Please go to MY ACCOUNT, our self-service portal, to update your
payment information.” |
All efforts fail: Transfer to Secure Agent | “For your protection, I can transfer you to a secure
department who will enter your payment information and further assist
you.
May
I place you on hold while I advise the next representative?" |
TIMX SCM Secure 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.
- 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, follow the Transfer to Secure Agent process.
Transfer to Secure Agent: Avaya
If unable to use available secure payment options and require a transfer to a Secure Agent, advise caller of the following:
“For your protection, I can transfer you to a secure department who will enter your payment information and further assist you.
May I place you on hold while I advise the next representative?”
Properly close your call prior to initiating the transfer.
Secure Agent Group Extension:
TS&R Secure Group | 69422 |
*Hours of Operation: 9am - 9pm Mon-Fri* If outside these hours review with a supervisor.*
- With your customer on the line, after agreeing to the transfer, click Transfer on Avaya, enter the Extension, and hit Enter on your keyboard or click Transfer.
- When a Secure Agent answers the call:
- Introduce yourself and advise which department you
are calling from
- Provide all details needed to pull up the account and
further assist the customer
- Ensure the agent is ready for the customer prior to
completing the transfer
- Click Transfer on the additional line to bring the customer
and secure agent together, and disconnect you from the call
TS&R Payments: Secure Card Capture Module
Secure Card Capture Kahoot! Signoff
Related Articles
Deductible Payments: Secure Card Capture
To ensure PCI compliance, Cinch must securely collect customer payment information. Options will include using a Card on File (COF) or sending a secure card capture link to a customer so they can manually enter their card details. These options ...Deductible: Secure Agent Payment Group
When all efforts fail to securely capture payment information, 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 ...Interactive Voice Response System (IVR)
The Interactive Voice Response System (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR systems accept a combination of voice input and touch-tone phone keypad ...Call Transfer Procedures
There are 2 different ways to transfer a call, Warm Transfer and Cold Transfer: Warm Transfer: Agent stays on the line during the transfer in order to introduce the customer to the agent receiving the call and advise the agent of the situation. Cold ...Frequently Used Numbers
National Accounts Contact Information Sears Service When the customer is enrolled in a Cinch administered warranty (i.e., Sears Home Warranty, Cinch Home Warranty), AND Sears is the assigned Service Provider, use one of the following options: ...