​Product and Service Offering
​Inquiry: Question regarding Intergiro’s products and services

Action: Respond to Customer’s questions using knowledge available on the Help Center.

Customer Management

Inquiry: A customer wants to update his/her email address or telephone number.

Actions: Ask Customer to update details using the functionality in 3d Client’s app/website.

Payment Tracing: Sepa Incoming

Inquiry: A particular incoming SEPA payment should be traced

Actions: Intergiro is unable to trace incoming SEPA payments due to the nature of SEPA transfers. Advise the Customer to reach out to the sender to check on their bank’s end.

Card Order

Inquiry: Customer would like to order a card.

Actions: Ask Customer to order via 3d Client’s app/website.

Re-order card

Inquiry: Customer would like to reorder a card.
​Actions: Ask Customer to re-order via 3d Client’s app/website.

Activate physical card

Inquiry: Customer would like to activate his/her physical card.

Actions: Ask Customer to activate the card via 3d Client’s app/website.

Card delivery

Inquiry: A customer would like to know when his/her card will arrive

Actions: Respond to Customer that newly ordered cards will be dispatched one day after the order has been received (during business hours). Typically, our delivery takes up to 1 month. Submit a complex Customer Inquiry if a certain delivery is taking longer.

Blocking / freezing an activated card

Inquiry: Customer wants to block or freeze their card, for example if the card has been stolen or lost
​Actions: Advise Customer to block/freeze the card via 3d Client’s app/website. You can also do it using the API.

If not possible, see complex Customer Inquiries below

Blocking an undelivered card

Inquiry: Customer would like to block the card that got lost in delivery

Actions: Ask the Customer to block the card via the 3d Client's app/website. You can also do it using the API

Card transaction limits

Inquiry: Customer wants to know daily, weekly & monthly limits

Actions: Respond to the Customer with card program limits

Status Check
​Inquiry: Application status to be checked

Actions: Ask Customer to check this via the 3d Client's app/website. You can also do it using the API.

Application statuses are explained in the Help Center.

Issue with onboarding

Inquiry: Customers cannot take pictures of the documents

Actions: Advise the Customer to enable camera and mic permissions during the Onfido check.

Troubleshooting

Inquiry: Customer experiences a technical issue
​Actions: For any technical issues, recommend that the Customer update the 3d Client’s app/website to the newest version and try again. If that doesn’t help, proceed as if this is a complex Customer Inquiry.

Request to delete personal data

Inquiry: Customer wants to delete their personal data

Actions: Use the response from Appendix 1. The response explains that this right cannot be exercised in the context of payment services due to regulatory requirements.

If the Customer is persistent after having received the response from Appendix 1, please treat this as a complex Customer Inquiry.

NB: GDPR-related obligations on the 3d Client's side are outside this document’s scope and should be handled by the 3d Client’s team separately.

Request to rectify personal data

Inquiry: Customer would like to rectify their personal data

Actions: If it’s related to the Customer's phone number or email address, advise the Customer to update the information using the 3d Client’s app/website.

For other requests, treat this as a complex Customer Inquiry.

Product and Service offering

Inquiry: Question regarding Intergiro’s products and services

Actions: Only if information requested is not available in the Help Center.

Customer Management

Inquiry: Block/Unblock User

Actions: Information needed:

- Individual ID

- Reason for blocking

Account Management

Inquiry: Customer requests a confirmation letter for a certain IBAN no

Actions: Information needed:

- IBAN no.

- Individual ID

Recall SEPA Transfer

Inquiry: A particular payment transaction to be recalled

Actions: Information needed:

- Trace ID

​Suspicious Activity - Investigation Needed

Inquiry: A particular customer activity to be investigated

Actions: Information needed:

- Individual ID, or name

- Customer email

- Details about the activity: time, pattern

Hacked Account - Reaction Needed

Inquiry: A particular customer activity should be investigated

Actions: Information needed:

- Individual ID, or name

- Customer email

Missing, incorrect, suspicious/unauthorized transactions or fraudulent transactions need to be investigated

Inquiry: Some payment transactions should be investigated

Actions: Information needed:

— Trace ID

Freeze card

Inquiry: Customer’s card needs to be frozen, if stolen or lost
​Actions: Only if the Customer has lost access to the 3d Client’s app/website or if API is not available create a ticket.

Card freeze requests should be executed with due urgency and are by default considered a non-complex Inquiry. However, if, for some reason, the normal API-based flow is not available, the first line customer support shall immediately relay that Customer Inquiry to the second line customer support, as any delays in execution of such request may incur liability for both the 3d Client and Intergiro.

Information needed:

- Individual ID

- Last 4 digits of PAN.

Note: if the customer has shared sensitive card data (full card number, CVC, and expiry date):

It is crucial to keep your customer's data safe, as this is a PCI breach that imposes risk both on the customer and the business. Please educate your customer on keeping their card-sensitive data private unless they use it for proceeding with payments with a verified representative/merchant. And in cases where sensitive data has been shared, please delete it from your records.

Card delivery Inquiries

Inquiry: Card delivery information is needed
​Actions: Only if our Help Center does not provide enough information and 10 business days have passed since the dispatch date

Information needed:

- Individual ID

- Last 4 digits of PAN

Suspicious Activity – Investigation Needed

Inquiry: A particular customer activity to be investigated
​Actions: Information needed:

- Individual ID

- Details about the activity: time, pattern

Chargeback

Inquiry: Chargeback investigation is needed

Actions: Request via a ticket.

Information needed:

- Trace ID

- Transaction date

- Amount

- Reason for chargeback

- Merchant (name or ID)

- Detailed description of the nature of dispute

Card transaction Inquiries

Inquiry: Card transaction decline reason is needed

Actions: Card transaction rejection reason requests will be executed with a shorter response time, of up to 30 min during business hours.

Please assign high priority to this type of ticket.

Information needed:

- Individual ID

- Amount

- Transaction date

- Merchant (name or ID)

- last 4 digits of the card number

- Issue with payment

Status Check

Inquiry: Application status should be checked

Actions: Only if API is not available

Information needed:

- Individual ID or name + email of the Customer

Statuses of applications are explained in the Help Center.

Generic technical issue

Inquiry: Issue should be investigated

Actions: Information needed:

- Description of the technical issue

- Steps to reproduce the issue

- Errors Logs

- API request / response

- Screenshot or a video depicting the issue

- (Mobile only) phone model, OS & OS version

Request to access personal data

Inquiry: Customer wants to access their personal data

Actions: Information needed:

- Individual ID or name of Customer

Request to rectify personal data

Inquiry: Customer wants to rectify their personal data

Actions: If it’s not related to Customer's phone no or email address

Information needed:

- A description of what should be rectified

- Individual ID or name of Customer