To encourage self-service, guide merchants through the steps for voiding transactions directly in the Virtual Terminal or Dex system. If they’re unable to complete the process or choose not to, provide assistance with the required deletion form.
Step 1: Encourage Self-Service for Transaction Voids
- Direct the Merchant to Self-Serve Options
For merchants who use Virtual Terminal or Dex, guide them to void the transaction online by following these steps:- Log in to the Virtual Terminal or Dex system.
- Go to "Search" in the Transaction Menu.
- Select the appropriate date range for the transaction.
- Click "Search" to retrieve transactions.
- Locate and select the transaction, then click "Void" to cancel it.
- Verification Process
After completing the void, merchants can confirm the transaction’s status by repeating steps 1-3 above to check if it has been voided.
Step 2: Provide Form Assistance if Self-Service is Not Possible
If the merchant does not have the option to void the transaction or chooses not to use the self-service method, provide the Merchant Request to Delete Form:
- Instruct the merchant to fill out the form entirely, using the following Canned response, Short code (RTDA):
I can assist you with that, {{user.firstName}}. To cancel your transaction or batch, please completely fill out the form linked below. Please notate if the transaction was a Debit or Credit, as well as give the client’s name, the amount, routing number and last four of the bank account number within the form. |
- No further action is needed.
- Remind them that entire batches deleted by CSG Forte will not be re-queued on their behalf.
Step 3: Submission by email for Processing
Only if the customer wants to email the form, the merchant should submit it via:
- Email: Send to customerservice@forte.net.
- Fax: Send to 469-675-8731.