After the first month, we don’t hear from our merchants. During the first month, calls are received and questions answered about the service. We answer questions promptly and, if need be, direct merchants to our blog for more information. After the first month, there is little or no interaction save and except for payment transactions.
The main issue encountered are customers asking the NLCB VIA Bill Payment agent to make a purchase to the merchant; not Paywise. The agent responds in the negative; there is no merchant payment option.
Merchants then contact us and we ask for the customer’s contact information. We contact the customer, explain what has to be said and walk him or her through the process. To avoid this issue, we provide merchants with payment instructions to give to customers.
Merchants, of course, can customize the instructions to their preferred wording.
Merchants are asked to contact us for any issue, especially customer payment issues. Also, customers may contact us using the phone number (223-9422) on the receipt.
As we shared with a merchant: We do not like when customers are unable to make a payment. That is not our promise in offering the service. Our goal is a frictionless payment process. Because at the end of the day it’s the customer experience that counts.
