M3 Order Processing Cash Sale "or" Warranty Fulfillment Order with a cost associated with order
1. Receive message payment is "Declined"
2. Receive any type of an error message at time of processing order
3. M3- OIS300 reflects order is in a stop code "3"
4. M3-OIS300 reflects the Stop Code as "Blank"
Point of Contact:
1. Lisa: First Point of contact
- If Lisa is unavailable/ off on PTO
2. Colleen: Second Point of Contact
Internal Use Only - Payment confirmation Tables:
Table 1: During Business Hours
| Declined Transaction | Receive Error Message | Received No Error Message , checking OIS300 Reflects Stop Code "3" | Duplicate Transaction | Processed Payment , checking OIS300 the Stop Code is "Blank" |
| - Lisa can advise payment status Same Day "Real Time | - Lisa will advise payment status, if payment is "Pending" - Lisa will need to recheck payment status next business day | - Lisa will advise payment status, if payment is "Pending" | - Lisa can advise if payment was duplicated | - In most cases Lisa can advise if payment transaction was received - Isolated cases - Lisa may need to recheck payment status the next business day |
Table 2: Outside Business Hours
| Declined Transaction | Receive Error Message | Received No Error Message , but OIS300 Reflects Stop Code "3" | Duplicate Transaction | Processed the Payment , but OIS300 the Stop Code is "Blank" |
| - Lisa will check system & advise beginning of shift | - Lisa will check system & advise beginning of shift | - Lisa will check system & advise beginning of shift | - Lisa will check system & advise beginning of shift | - Lisa will advise at beginning of shift if payment transaction was received |
Level 1/Level 2 Process Flow:
Inside Business Hours : 8:30 AM - 5:00 PM (EST)
Step 1: Enter "All" internal notes
- including Snip Its of M3 order & error message you received.
Step 2
- Change order to Stop Code "7" & pushed the Ship Date out 30 days
Step 3:
- Reach out to Lisa/Colleen in Ring Central
-Provide Ticket #
-Provide Order Number
- Advise error message received or stop code 3 error
Step 4
-Tag ticket as: "Pending"
Step 5: Lisa/Colleen will advise "Payment Status" & will advise how to proceed.
- If you do not receive confirmation by next business day , please send us a follow-up message.
Outside Business Hours: After 5:00 PM (EST)
Step 1: Enter "All" internal notes
- including Snip Its of M3 order & error message you received.
Step 2
- Change order to Stop Code "7" & pushed the Ship Date out 30 days
Step 3:
- Reach out to Lisa/Colleen in Ring Central
-Provide Ticket #
-Provide Order Number
- Advise error message received or stop code 3 error
Step 4:
Tag ticket as: "Pending"
Step 5: Lisa/Colleen will advise "Payment Status" & will advise how to proceed.
- If you do not receive confirmation by next business day , please send us a follow-up message.
1/6/2024: New Flow Chart WILL "ALL" Updates coming soon.
