General FAQ: Writing Guidelines for Partners
As a partner, you are responsible for creating and maintaining a general FAQ that matches your specific app experience. This FAQ should cover the most common questions cardholders may have about using your platform. Below are examples of FAQs that you might want to include in your own documentation:
How do I create a virtual card?
Explain the steps cardholders should follow to create a virtual card within your app. This may include navigating to the "Card Management" section, completing KYC verification, and confirming the card creation process. Ensure that the instructions are clear and match your platform's interface.
How do I update my contact details?
If applicable, provide instructions on how cardholders can update their contact information, such as phone numbers and email addresses, through the app.
How do I cancel a subscription?
Outline the process for managing and canceling subscriptions through your app. Make sure to mention any important steps, such as contacting the merchant directly to cancel and how to handle cases where charges continue after cancellation.
What should I do if my transaction is declined?
Explain the possible reasons for a declined transaction (e.g., insufficient funds, card compatibility issues, or security blocks) and provide guidance on how cardholders can resolve these issues through your app or by contacting support.
How can I check my account balance?
Describe how cardholders can easily check their current and available balance within your app, and what they should do if the balance seems incorrect.
Why do I need to complete KYC verification?
Detail the importance of completing KYC for cardholders, and provide step-by-step instructions on how they can submit their identification documents through your app to complete the process. If Immersve is your KYC provider, then tell your Cardholder than they can get KYC support through help.immersve.com.
How do I dispute a transaction?
Walk cardholders through the steps for disputing a transaction through your support system, including gathering necessary information such as transaction dates and amounts, and then escalate it through to Immersve.
What should I do if I notice fraudulent activity on my account?
Outline immediate steps cardholders should take if they suspect fraud, such as cancelling their card and collecting the relevant information for escalating the issue to Immersve.
How can I reach customer support?
Provide clear instructions on how cardholders can reach customer support through your app, such as via chat, email, or phone. Make sure to include relevant contact details and links.
Creating Your FAQ
While the examples above provide a foundation, you should ensure that your FAQ is customized to align with your app’s unique features, design, and user flow. Keep the language consistent with your brand and make it as easy as possible for cardholders to find the help they need.