Order CARO for your client and track the status via MyCodaBox


Inform your client(s)
Before you use MyCodaBox to invite your clients to activate CARO, we recommend sending an email to all cardholders. In this article, you'll find more information about the steps the cardholder needs to take to activate the service, as well as a handy email template you can use to inform the cardholder(s).


Order CARO

Via MyCodaBox > Mandates & Services > CARO you will find a list of all companies who are eligible for this Service, i.e. companies who already have an active CODA Service with a bank that supports CARO.

  1. Go to MyCodaBox >Mandates & Services > CARO and find the company in question.
  2. Click Manage in the Action column. 
  3. Click New CARO request in the next screen.
  4. In the New CARO request screen, first select the supported CARO bank. Based on your selection, you will either need to enter a telephone number (6a) or the IBAN linked to the credit card (6b).
    Order CARO via MyCodaBox
  5. Enter the Client Reference*, and the cardholder's  email address.
  6. Depending on the selected bank, you will be required to enter:
    1. the cardholder's mobile phone number
      Order CARO via MyCodaBox and fill in the form
    2. the IBAN that is linked to the credit card – only when KBC or CBC is selected

      Order CARO for a KBC account and fill in the form
  7. Once the form has been completed, click New CARO request.
    The CARO request is confirmed with the message: 'The invitation* was successfully sent' and the activation status is now 'Invitation Sent'.


The information entered in the form above is verified by a data entry check.
An error message is displayed if the information is not correct.
The * indicates a mandatory field and by moving the cursor over the i you can access more information.

★ Once the activation is completed, the cardholder's contact details are securely deleted from our database. They are not used for any other communications.


CARO has been ordered: the cardholder needs to confirm!
Inform your client: when you order CARO via MyCodaBox, our system automatically generates for the cardholder:
  • An invitation e-mail containing:
    • For KBC/CBC: Instructions to activate CARO in the respective KBC apps
    • For other banks: An activation link to activate the CARO Service
  • A reminder e-mail (if necessary) with the same activation link


✦✧✦Is the activation by the cardholder delayed?✦✧✦


Via MyCodaBox, you can prompt the cardholder yourself:
Activate CARO via the link
Is the cardholder present at your office?
➟ Click Start activation.
To authorize immediately, the cardholder needs his mobile phone, the credit card, bank card reader and a recent credit card statement.		Do you want to contact the cardholder yourself?
➟ Click copy activation link.
Paste the link into an email and explain to the cardholder why this activation is necessary.

For KBC/CBC-customers, click How to activate. You'll see the page with instructions: you can email it yourself to the cardholder.
Activate CARO for KBC


Follow up on the order status
  1. Go to MyCodaBox > Mandates & Services > CARO > find the company.
  2. Click Manage in the Action column to see the orders for a company.
  3. View the State of your CARO orders:Check status of CARO order

Is the order status 'Invitation expired'?

If you see that the order status is 'Invitation Expired', don't hesitate to resend the invitation. 

CARO order status invitation expired

➟ In the rightmost column, click actions and choose Edit & resend.


Before re-sending, it is recommended to inquire if the cardholder has received the e-mail and why they didn’t proceed with the activation. 

Keeping your clients well informed is important. You can find more information on this and a handy template e-mail in our CARO Toolkit for the accountant.


Filter companies by CARO service registration status

In MyCodaBox > Mandates & Services > CARO, you can apply a filter to display all eligible companies by type of registration state.Filter status for CARO orders


The different possible statuses for a CARO order and their meaning

CARO request status

Meaning
Not OrderedCARO Service not ordered for this company.
Invitation sentThe cardholder has received an e-mail inviting him/her to agree to share his/her credit card statements.
Invitation expiredThe invitation e-mail has expired, resend an new invitation.
ActiveYou receive the credit card statements for this client reference. An active status shows the date when CodaBox received the last document.
CancelledCodaBox no longer receives credit card statements for this client reference. Was this CARO cancelled less than 6 months ago (for example, in the context of a company transfer)? Then you can reactivate this CARO yourself via the 'Reactivate CARO' button. This does not require renewed consent from the cardholder. The one-time administratieve cost is charged one month after reactivation (see the left menu Services & pricing > CARO > Administrative costs per client reference).
ProblemThis means that the card used by the cardholder, to give his agreement for the CARO Service:
  • does not match the client reference provided in MyCodaBox when ordering the service. 
  • is not yet or no longer active. 
Details and procedure for this status below.
Consent revokedThe bank account linked to the credit card is a KBC/CBC account and the cardholder has revoked the CARO consent in their KBC/CBC banking app.
Unless you take action, you will continue to be billed for these client references. The solution? Ask the cardholder to recreate the link to CodaBox: you can send an email yourself or use the button Notify cardholder via MyCodaBox, in the status column: the cardholder will then receive instructions to re-establish the link.
CARO for KBC: inform the cardholder to activate linkYou can also cancel CARO for this client reference.


Troubleshooting


The registration status is 'Problem'?
Checks to be performed in MyCodaBoxSolution
Does the client reference belong to a bank that supports CARO?If the client reference doesn’t belong to a bank that supports CARO: we are working on adding more banks.
Does the client reference contain typos?

If the client reference contains errors, you have to cancel the order and create a new CARO order, because the client reference field cannot be changed.

Does the client reference belong to the "correct" company?

There is a mismatch between the company and the client reference. 


Cancel CARO for this Client reference and create a new CARO order, using the correct combination of company and Client Reference.

Does the client reference belong to another cardholder from the same company?

Edit the card holder data (e-mail and mobile phone number) to match/address the correct cardholder who needs to give his consent.

Are the client reference and cardholder details correct?

If yes, check with your client/cardholder to see if they use other professional credit cards, and invite them to use the card that matches the credit card statement to agree to the CARO Service.

Is the client reference linked to a new card not yet activated or blocked?

If this is a new card:

Ask your client to use the card in a Bancontact terminal or shop terminal (not contactless) so that the system does not recognize it as new.

If not a new card:

Check with your client whether the card or the contract has been blocked.

If you are still experiencing problems after following the above procedures, please contact helpdesk@codabox.com.


Notification: no active CODA mandate

No active CODA mandateYou may see this message when clicking the CARO tab after selecting the company via:

MyCodaBox > Company list. This list contains all your companies, without distinction of active mandates with a bank that supports CARO. 


Follow the instructions to Order the CARO Service, to access the list of companies who are eligible for CARO (with an active mandate in a bank that supports CARO).

➞ Banks that support CARO are Argenta - Bank Van Breda - BNP Paribas Fortis - Crelan (AXA) - Fintro (BNP Paribas Group) - KBC/CBC


The FORMAT of the client reference is not valid

The client reference can be found on the credit card statement. 

It consists of 10 digits, starting with 6 or 7. Example: 6123456789 or 7123456789.

Tips: You can also click the small icon i to get more information.


The NUMBER of the client reference is incorrect
The CARO Service order for the company is done via MyCodaBox, using the client reference that is present on the cardholder's credit card statement.
Although input checking prevents the use of erroneous client references, it may happen that you mixed up company data and entered another company's client reference when ordering the Service.

To cancel the incorrect invitation, you can cancel CARO for this company and then create a new CARO order with the correct combination of company and  client reference.


Invitation sent: Modify the cardholder's details
After sending the invitation, you can still adjust the cardholder's e-mail address and mobile phone number via:
Mandates & Services > CARO. 
  1. Find the company in the list and click Manage.
  2. Click actions in the rightmost column for the client reference in question and choose Edit & resend. 
  3. Correct the data and click Send invitation.

Note: The Client Reference field is a non-editable field. If you want to edit this information, in the CARO order screen, click Cancel CARO for the concerned client reference and then create a new CARO order with the new client reference.

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