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Manage Cards Service Requests

Geography: This article is applicable for ANZ Transactive Global customers banking in Australia and New Zealand.
Full details are available in Features by Geography.
Verify Cards Service Requests

To verify a service request in a Pending Verification status, follow the steps below.

Use Method 1 or 2 to verify several service requests at the same time.
STEP ACTION
1 Go to the Cards > Service Requests screen
2 Select View > Pending Verification on the Control Bar
3

Use one of the following methods to verify the service request:

  • Method 1: Right-click on the service request(s) and click Verify on the Context Menu
  • Method 2: Select the service request(s) and click Actions > Verify on the Control Bar
  • Method 3: Click on the service request in the list to display the Service Request Details screen and then click Verify on the Control Bar

RESULT: The Verify the record pop-up window is displayed: 

CC SR Verify Service Requests.png
4 Click the checkbox to acknowledge and accept the declaration clause.
5 If required, add Comments applicable to the request for other users in your organisation to view
6

Click Verify

RESULT: The request is submitted for processing and a confirmation message is displayed advising that the service request is in progress.
7 Click OK to close the pop-up confirmation message
Edit Cards Service Requests

To edit details of a service request in a Failed Validation, Future Dated or Rejected status, follow the steps below.

STEP ACTION
1 Go to the Cards > Service Requests screen
2

Locate the service request and use one of the following methods to move the service request into edit mode:

  • Method 1: Right-click on the service request and click Modify on the Context Menu
  • Method 2: Select the service request and click Actions > Modify on the Control Bar
  • Method 3: Click on the service request in the list to display the Service Request Details screen and then click Edit on the Control Bar
3 Edit the service request as required
4 Click the checkbox to acknowledge and accept the declaration clause
5 Click Review & Submit
6

Review the details on screen and click Submit Request
 

RESULT:

  • If the request was created by an Authorised to Enquire user, the request will be in a Pending Approval status
  • If the request was created by an Authorised Signatory or an Authorised Signatory + Identification Officer:
    • Single Administration: For new cardholder requests, the request will be in a Pending Verification status. All other requests will be submitted for processing.
    • Dual or Triple Administration: The request will be in a Pending Second Approval status
Reject Cards Service Requests

To reject a service request in a Pending Approval or Pending Second Approval or Pending Verification status, follow the steps below.

Use Method 1 or 2 to reject several service requests at the same time.
STEP ACTION
1 Go to the Cards > Service Requests screen
2 If required, select View > Pending Approval or Pending Second Approval on the Control Bar
3

Use one of the following methods to reject the service request:

  • Method 1: Right-click on the service request(s) and click Reject on the Context Menu
  • Method 2: Select the service request(s) and click Actions > Reject on the Control Bar
  • Method 3: Click on the service request in the list to display the Service Request Details screen and then click Reject on the Control Bar

RESULT: The Reject Service Request(s) pop-up window is displayed: 

CC SR Reject Service Requests.png
4

If required, add Comments applicable to the request for other users in your organisation to view and click Reject
 

RESULT: A confirmation message is displayed advising that the service request has been Rejected and the status changes to Rejected.
Resubmit Cards Service Requests

To resubmit a service request in an Unsuccessful. Please resubmit status, follow the steps below.

STEP ACTION
1 Go to the Cards > Service Requests screen
2

Locate the service request and use one of the following methods to resubmit the request:

  • Method 1: Right-click on the service request(s) and click Resubmit on the Context Menu
  • Method 2: Select the service request(s) and click Actions > Resubmit on the Control Bar
  • Method 3: Click on the service request in the list to display the Service Request Details screen and then click Resubmit on the Control Bar
RESULT: A confirmation pop-up window is displayed.
3

Click Yes

RESULT: A confirmation message is displayed and the service request is in an In Progress status.
Cancel Cards Service Requests

To cancel a service request in a Failed Validation, Future Dated, Rejected or Unsuccessful. Please resubmit. status, follow the steps below.

Authorised to Enquire users can only cancel service requests they created or those created by another Authorised to Enquire user. Authorised Signatories can cancel all requests.
Use Method 1 or 2 to cancel several service requests at the same time. 
STEP ACTION
1 Go to the Cards > Service Requests screen
2

Locate the service request and use one of the following methods to cancel the request:

  • Method 1: Right-click on the service request(s) and click Cancel on the Context Menu
  • Method 2: Select the service request(s) and click Actions > Cancel on the Control Bar
  • Method 3: Click on the service request in the list to display the Service Request Details screen and then click Cancel on the Control Bar

RESULT: The Cancel Service Request(s) pop-up window is displayed: 

CC SR Cancel Service Requests.png
3

If required, add Comments applicable to the request for other users in your organisation to view and click Submit

RESULT: A confirmation message is displayed and the service request is in a Cancelled status.

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