My|Negosyo and LoadCentral Retailing Guides
Customer Support access:
Telephone: 932-4303, 932-4652, 951-1898 CSR 7-days-a-week Schedule
931-1828, 931-2231, 931-2450 8:30 am - 10:00 pm, Monday to Friday
CSR Text Hotline: 0928 5067310 9:00 am - 10:00 pm, Saturday
IM: Google Talk - [email protected] 10:00 am - 6:00 pm, Sunday
e-mail: [email protected]
COMMON PROBLEMS AND HOW TO PROPERLY ADDRESS THEM
The LoadCentral system has an uptime of over 99% for the past years, but it is still carrier-dependent. If
the telco providers are experiencing problems, our SMS delivery system will also be affected.
Procedure on delayed or non-receipt of eload or e-PIN:
1. Contact Customer Support and provide the following:
• Trace Number and date of transaction if there is a confirmation of the sale.
• If none, buyer's mobile number and Retailer number
2. For eload transactions that are not successful, reversals of amount deducted from the retailer will be
made within 24 hours.
3. For e-PINs that are not received by the buyers, the retailer should use the Resend feature of
LoadCentral:
• For My|Negosyo users, please see the front of this flyer for instructions.
• For LC Webtool users, just type the buyer's mobile # on the 'Resend Buyer's PIN' box and click
the “Resend PIN” button.
Note: The Resend feature will only send the LAST e-PIN product purchased by the buyer. It will also not
work for e-load transactions.
Procedure on supposedly invalid or used e-PIN:
The My|Negosyante should not refund the amount to his/her buyer unless validated by Customer
Support that the e-PIN is indeed invalid or already used. There are buyers, mostly online gamers, who
try to take advantage of retailers. The buyer quickly loads the e-PIN to his real account, opens up a
dummy account and loads again the same e-PIN. This dummy account will say that the e-PIN is already
used. The gamer will then show this to the retailer and either demand a refund or another e-PIN.
1. Retailer should double check first if the right characters were used by the buyer. Sometimes buyers
get confused with similar characters like the number zero and the letter O and small and capital
letters eye (i), small letter el (l) and number one (1). Also, e-PINs and passwords of prepaid
cards are case-sensitive.
2. If the e-PIN is correctly log in and the buyer is getting invalid or used reply by the provider, retailer
should contact Customer Support and provide the Trace Number.
3. Customer Support will check with the database and dictate, text or IM the e-PIN. If it is the same,
Customer Support will ask the retailer not to refund since validation still has to be made with the
provider. Depending on the availability of the provider's own customer support and their procedure,
validation of the e-PIN can take from 5 minutes to 3 days.
My|Negosyo is brought to you by My|Phone and LoadCentral, in partnership with:
