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.
- Go to MyCodaBox, MANDATES & SERVICES CLIENT - CARO and select the concerned client.
Click Manage in the Action column and New CARO order in the next screen - In the New CARO Order screen, first select the supported CARO Bank. Based on your selection, you will either need to enter a telephone number (3a) or the IBAN linked to the credit card (3b).
- Enter the Client Reference*, the cardholder's e-mail address AND:
- His mobile phone
- His IBAN that is linked to the credit card – only when KBC or CBC is selected
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.
On the client's side?
When you invite your client to use CARO, our system automatically generates for the client :
- An invitation e-mail
- For KBC/CBC: Instructions to activatee CARO in the respective KBC apps
- For other banks: 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.
Filter clients by CARO service registration status
In MyCodaBox > CLIENT MANDATES & SERVICES > CARO, you can apply a filter to display all eligible clients by type of registration state
The different possible statuses for a CARO order and their meaning
CARO service status | Meaning |
| Not Ordered | CARO Service not ordered for this client. |
| Invitation sent | Your client has received an e-mail inviting him/her to agree to share his/her credit card statements. |
| Invitation expired | The invitation e-mail has expired, resend an new invitation. |
| Active | You receive the credit card statements for this client reference. An active status shows the date when CodaBox received the last document. |
| Cancelled | CodaBox no longer receives credit card statements for this client reference. The service can always be reactivated. |
| Problem | This means that the card:
|
Troubleshooting ordering |
The registration status is 'Problem'?
| Checks to be performed in MyCodaBox | Solution |
| 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 create a new CARO order, because the client reference field cannot be changed. |
| Does the client reference belong to the "correct" client? | There is a mismatch between the client and the client reference. Deactivate CARO for this Client reference and create a new CARO order, using the correct Client/Client Reference combination. |
| Does the client reference belong to another card holder from the same client? | 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 card holder details correct? | If yes, check with your client/cardholder to see if he/she uses other business cards, and invite him/her 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: Check with your client whether it has already been inserted into 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 our Support team. |
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 Argenta - Axa - BNP Paribas Fortis - CBC - Crelan - Fintro - KBC
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
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.
Invitation sent : Adapt the cardholder's details
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.
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