Support Services

Over Transaction Limit Notification (OTLN) for Chat Agents

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

  1. Acknowledge the Request
     Confirm with the customer that you understand they need to process a transaction over their current limit.
  2. 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.

Over Transaction Limit Notification

 Please fill out this form completely and submit it back to our Account Changes team before 2:00 pm CST.


2. Instructions for Completing the OTLN Form

  1. Form Submission
    Instruct the customer to complete the Over Transaction Limit Notification (OTLN) Form:
  2. 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).
  3. 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

  1. Debit Transactions
    • Reiterate that proof of authorization is required, such as a lease, invoice, or other supporting documents.
  2. Credit Transactions
    • Advise the customer to include bank contact information for verification purposes to confirm the availability of funds.


4. Closing the Chat

  1. Confirm All Information is Clear
     Check if the customer has any further questions about the process.
  2. 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.

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