Resources
Faq Floor
A practical guide to faq floor for South African payments, built around the questions teams keep getting about EFT, PayShap, and DebiCheck.
Questions worth pinning beside checkout
Faq Floor gathers the questions teams keep hearing about EFT, PayShap, and DebiCheck. The page turns those repeat queries into short, usable answers that work on the floor and in support notes.
Begin with the exact customer question, then pin it to the payment rail involved and the bank phrase that causes confusion. A short entry on PayShap aliases reads differently from one on Instant EFT proof of payment, and DebiCheck needs the mandate stage stated plainly. Teams in Johannesburg, Durban, Cape Town, and smaller branch settings can use the same note when the wording matches what the bank screen actually shows.
Start with the screenshot or bank message people are reacting to, not the theory. A useful entry records what the payer saw, which reference was supplied, and which step caused doubt. That gives your team something short enough for chat, email, or a handover note at the counter.
What a usable entry includes
Each entry gives one direct answer, one verification step, and one point to escalate if the payment status does not match the story. Short wording works best when support staff must reply in chat, add a note to an order, or explain a failed debit collection over the phone. The aim is usable language for live payment questions, not a theory page about rails.
Link the FAQ entry to matching Playbooks and a Signals note when the same issue appears in checkout, support, and reconciliation. Before goods, access, or service are released, compare the bank-side result with the reference captured on your side, not the one guessed from a screenshot.
- Exact bank wording beside plain English
- Reference checks before release or dispatch
- Counter questions turned into reusable answers
Payment queries with South African friction
South African payment support has its own trouble spots. A PayShap question from a mobile banking app is not the same as an Instant EFT checkout dispute, and neither matches a DebiCheck query tied to mandate approval. Teams in Johannesburg, Durban, Cape Town, and smaller branch settings hear different wording from customers, but the answer still needs one reliable version.
Power cuts, branch queues, and courier cut-offs all shape how these answers are written. If proof arrives late in the day, note whether the issue is settlement, confirmation, or a missing reference rather than calling everything a payment delay. Good FAQ entries reduce repeat explanations when operations are under pressure.
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How to draft the next question
Write a short Faq Floor for the question your team keeps repeating, with the exact bank wording, the payment rail involved, and the point where people get stuck.
Write the question as your team actually hears it, then add the bank term, the rail, and the operational decision attached to it. The strongest entries explain where someone got stuck and what must be checked before stock, service access, or account changes move ahead.