This guide outlines the steps and information needed to assist merchants or partners who request help submitting a transaction that exceeds their current transaction limit. Follow the outlined process to ensure accurate information and guidance are provided.
1. Initial Interaction
- Acknowledge the Request
Confirm with the customer that you understand they need to process a transaction over their current limit. - Use Canned Response, Short core (OTLN)
Certainly {{user.firstName}}, linked below is the form needed to process a one-time transaction that is currently over your per transaction limit. |
2. Instructions for Completing the OTLN Form
- Form Submission
Instruct the customer to complete the Over Transaction Limit Notification (OTLN) Form:- Ensure they use the provided link to access the form.
Over Transaction Limit Notification Request - Formstack - Advise them that for same-day review, the form must be submitted by 2:00 PM CST.
- Ensure they use the provided link to access the form.
- Required Documentation
Make sure they understand the documentation needed:- Proof of Authorization for the corresponding debit transaction (e.g., lease agreement, invoice, authorization form, or similar documents).
- Inform about Approval Process
Emphasize that form submission does not guarantee approval. They will receive a confirmation once their request has been approved.
3. Additional Requirements for Bank Contact Information
- Debit Transactions
- Reiterate that proof of authorization is required, such as a lease, invoice, or other supporting documents.
- Credit Transactions
- Advise the customer to include bank contact information for verification purposes to confirm the availability of funds.
4. Closing the Chat
- Confirm All Information is Clear
Check if the customer has any further questions about the process. - Thank the Customer and Close the Chat
- Thank them for their time, and ensure they understand the next steps.
- Remind them they will be notified via email once their request has been processed.