The CrossLoop Transaction System - Overview

Transaction System Flow

The CrossLoop Transaction System is the payment processing system required for all CrossLoop transactions. It allows Helpers and Customer to complete transactions and provide payment for services rendered. This document is a walkthrough of the most common flow. A CrossLoop transaction starts when a customer contacts a helper via the "Contact Me" or "Chat with Me" buttons on a Helper's profile.

Helper's Profile

Customers wanting help typically want an immediate response and hence "Chat with Me" is the most common way that Customers contact Helpers. The Helper will respond to the customer by their preferred method and understand the customer's request. Once the Helper and customer have a general agreement of the services provided, the chat tool will record the details of the transaction.

Customer's View of the Chat Session

If the chat tool is not already in use, the Helper and Customer should open chat. The transaction system works in 4 major steps to complete a transaction:

The Helper provides an estimate of services (optional but recommended)
The Helper works with the Customer to complete the request recording progress, questions, approvals, and other notes in the chat until the Customer's request is complete
The Helper provides the final payment amount for the completed solution
The Customer pays for the services rendered

Once the transaction is complete the Helper and Customer:

Provide transaction feedback
Review transactions in the Console

1. Provide an Estimate
The first step is for the Helper to provide an initial estimate based on what he or she thinks it will take to solve the problem or complete the task. The Helper communicates the estimate through the chat tool. Submitting the estimate automatically records the estimate in the chat history. The Customer will see the same chat text as the Helper but they will not see the same right panel of the chat window.

Helper's View of the Estimate Tab and Chat

The estimate is a very important step in the process as it confirms the Customer understands and accepts the cost for services and also records the agreement of services. It is good practice to ask the Customer to confirm that they accept your estimate. The estimate will also set your Customer's expectation for the services you provide, reassuring them of the solution. Customers have a higher level of satisfaction when they receive an estimate, especially when the final cost corresponds to the estimate.

2. Complete the Request
Once the Helper and Customer agree on services, the Helper will proceed with the resolution. Helpers can increase their effectiveness and the Customer's satisfaction by recording approval and progress on actions taken. All this information is tracked in the chat session for future reference allowing the Helper or Customer to review the actions taken at a later time.

Helper's View of the Chat During a Help Session

3. Provide the Final Payment Amount After the Helper has completed the Customer's requests, he or she should post the final payment amount. Again, this action is automatically recorded in the chat history providing the conclusion of the session.

Helper's View of the Final Charge

4. Customer Provides Final Payment When the Helper posts their final payment amount CrossLoop chat will prompt the Customer for payment of the amount provided. The Customer will receive a window like the one shown below. They will have an option to pay with a credit card or PayPal. When paying with PayPal, the system directs the Customer to the PayPal site to enter their account information. The transaction system will send payment to the current Helper of record.

Customer's View Once the Helper Submits the Bill

When the customer pays, the system authenticates the account and then automatically records a successful event in the chat history. The event is the same for a credit card payment or PayPal payment. For a credit card payment the system validates the charge and returns a thank you window confirming completion. If the Customer receives an error they can either retry or choose another payment method.

Customer's View of Error Message

The primary method for customer payment is through their credit card. When the customer clicks on the "Credit Card" payment button on the previous screen, they will receive the following form to complete. The customer will receive error messages if any of the information entered is not valid.

Customer's View After Clicking on the Credit Card Button

In addition, the PayPal system will track the following 3 steps to complete a charge. Helpers should be aware of these steps in order to assist if required.

Step 1 - Log in to PayPal

Step 2 - Select Payment Method and Pay

Step 3 - Payment Confirmation

As with the credit card charge, once PayPal confirms payment, chat will record the completed payment in the chat history. This chat entry also provides the Helper confirmation of a completed transaction. This is your verification that the Customer paid their bill. Notice that the message confirming payment is from CrossLoop, not from the Customer. The Customer will see this same message.

Helper View of the Payment Confirmation

5. Providing Feedback
Feedback is critical to building your reputation on CrossLoop. We recommend that you encourage your Customers to provide feedback, and let them know that you value their feedback. Helpers also provide feedback on Customers. Both Helpers and Customers can return to their consoles to provide feedback if they were unable to complete it during a transaction.

Customer's View of the Feedback Window

6. Viewing Transactions
Helpers and Customer can view the results of transactions shortly after the payment was made in their console. Customers must have an account and login to see their console. If a Customer did not provide feedback to you at the time of the transaction, they can still do so through this console. Hence it is a good idea for you to encourage Customers to login and provide you with feedback.

Helper's View of the Console Transaction Tab

The Console provides the detail of all your transactions. It also allows you to provide feedback and submit payments for past sessions if these were not completed previously. The CrossLoop Payment status in the far right column indicates when payment for services is rendered. CrossLoop remits payments once a week on Tuesdays.

The Payment tab of the Helper Console provides details of the payout amounts you will receive and have received. The Requests, Screen Sessions, and Help You Received tabs are similar to the information previously provided, but in a new format.

Helper's View of the Console Payments Tab