Process for Reconciliation Tickets Creation and Escalation (Direct Venues)

Proper steps to take to create processing tickets for reconciliations and when to escalate

All Reconciliation tickets will be created and handled by the Support Team and will be handled in the Payment Processing Pipeline

Creating a Reconciliation Ticket in Hubspot:

1. Create a Hubspot ticket in your name
2. Use the Following Payment Processing Call Drivers
   
   1. Ticket Category- Payment Processing

   2.  Payment Processing Issue Reported- Reconciliation Assistance

   3. Impacted Date Range- Choose appropriate days

   4. Impacted Reports- Transaction Reports

3. Move Ticket to the Payment Processing Pipeline
4. Every ticket MUST have a Note with the link to the Reconciliation Spreadsheet with Editing capabilities for Anyone with a Link
5. Perform Reconciliation using Reconciling Venue Transactions and Deposits
6. After finishing spreadsheet if further help is needed (ie. split batches, missing deposits, mass discrepancies) you will need to escalate to certified processing specialist using steps below

How To Escalate a Reconciliation Ticket:

1. Create note in hubspot ticket tagging certified processing specialist
2. Schedule huddle/ meeting with certified processing specialist to go over sheet and present issues
3. Outcome of meeting will determine if ticket is passed to specialist or resolved in support team members name