Order CARO for my client and track the status via MyCodaBox


Order

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


  1. Go to your MyCodaBox, MANDATES & SERVICES CLIENT - CARO and select the concerned client.
    Click Manage in the Action column and New CARO order in the next screen
  2. In the New CARO Order screen, enter the Client Reference*, the cardholder’s e-mail address, and his mobile phone number. Once the form has been completed, click New CARO order.
    CARO's order 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 checked 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 ? you can access more information.


On the client's side?

When you invite your client to use CARO, our system automatically generates for the client :

  • An invitation e-mail which contains an activation link* to activate the CARO Service.
  • A reminder e-mail (a few days before the invitation expires if it has not yet been confirmed by the client) with the same activation link*.

➜ *Please note that for security reasons, this activation link is only valid for 14 days.


My order status

Via MyCodaBox > CLIENT MANDATES & SERVICES > CARO > you can track the status of the CARO orders you have performed:

The order status is 'Invitation expired'?

If you see that the order status is 'Invitation Expired', don't hesitate to resend the invitation. Before re-sending, it is recommended to check if your client has received the e-mail and why he didn’t proceed with the activation. 

Keeping your clients well informed is important. You can find some template e-mails in our CARO information package /Toolkit for the accountant.


Troubleshooting


The Client does not have a signed CODA mandate with a bank supported by CARO

You may see this message when clicking the CARO tab after selecting the client via:

MyCodaBox > CLIENTS > Client List . This list contains all your clients, without distinction of active mandates with a CARO supported bank. 


Follow the Order CARO Service procedure, to access the list of your clients who are eligible for CARO (with an active mandate in a CARO supported bank).

➞ Banks supported by CARO are Axa - BNP Paribas Fortis - Crelan - Fintro


The FORMAT of the client reference is not valid

The client reference can be found on the client's 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 cardholder reference number I entered is incorrect
The CARO Service order for your client 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 a Fiduciary mixes up client data and enters another client's reference when ordering the Service.

To cancel the incorrect invitation, follow the procedure to deactivate CARO for this client and then create a new CARO order with the correct Client/Reference combination.


Invitation sent : Adapt the cardholder's details
After sending the invitation, you can still adjust the cardholder's e-mail address and mobile phone number via:
CLIENT MANDATES & SERVICES > CARO. Locate the concerned client in the list and click Manage > Edit & resend for the concerned client reference. Adjust the data and click Send invitation.


Note: The Client Reference field is a non-editable field. If you want to adapt this information, in the CARO order screen, click Deactivate CARO for the concerned client reference and Deactivate CARO in the next screen.

Then create a new CARO order with the new c reference.

Activating CARO in Yuki
See the FAQ article on the Yuki website in FR and NL

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