Transaction Error Handling Process

This process is designed to ensure efficient resolution of transaction errors and provide a seamless experience for Alix Pay partners. The process is divided into the following stages:

Stage 1: Detection and Summary of Transaction Errors

- Automatic Monitoring: Alix Pay's system continuously monitors and detects transaction errors on the operations dashboard.

- Monthly Summary: On the last day of each month, the system automatically summarizes all transaction errors and generates a detailed report.

Stage 2: Refund and Error Inquiry Submission

- On the 2nd of each month: Refunds are automatically processed for partners based on the summarized report on the dashboard.

- From the 3rd to the 5th of each month: Partners may submit additional error inquiries through the Alix Pay support system.

Stage 3: Analysis and Processing of Additional Transaction Errors

- Error Categorization: Transaction errors are classified into the following categories:

· Technical errors: Escalated to the Dev team for resolution.

· Operational errors: Handled and resolved by the operations team.

· Information errors: Partners are requested to provide additional information for processing.

- Processing Time: Additional transaction errors will be resolved within 7 business days after submission.

Stage 4: Notification and Completion

- After processing transaction errors, Alix Pay will notify partners of the results via the support system or official email.

- Comprehensive information on root causes and corrective actions will be provided.

Note:

- Error inquiries and processing requests are only accepted within 45 days from the transaction date to ensure efficiency and accuracy.