| Change Update | Applicable POD | Effective Date |
| Amiyo Calling Tool | All Razorpay Inhouse Teams & OPO | 19/6/2023 |
| Education - E Learning/distance learning/coaching centers etc All courses | All Pre Onboarding MX activation Teams |
| FIRS Request | Post Onboarding (BSO /Escalation/SRF/ Priority Team |
Other Discussion Points
| All PODs | N/A |
| Change Update | Description |
| Amiyo Calling Tool | Slash RTC has been migrated to the Amiyo calling tool.
Any issues can be highlighted over email
- OPO Issue: Started receiving an incoming call. The team is working with Vinay to fix it |
| Education - E Learning/distance learning/coaching centers etc All courses | - Agents need not ask the below question and the document:
- Is the MX tied up with any third party platforms? Eg: Byjus etc.
- If yes, ask for SLA or agreement /email confirmation from the third party company
Agents can proceed without the above questions and follow other BAU steps to activate the MX. |
| FIRS Request | The agent has to check the time period of the transactions for which the request is raised.
1. For transactions dated post July 2021
- The FIRS reports are available as a part of self-serve options that can be downloaded by merchants.
- Agent to guide the merchant in downloading the FIRS from the merchant dashboard [Self serve]
Note: If a merchant is facing any issues downloading the FIRS, park the ticket to Tech.
2.For transactions dated prior to June 2021
Agent to inform the merchant about the two options available that can be shared.
a. Razorpay generated FIRS copy [Accounting & Bookkeeping purposes]
b. Bank generated FIRS copy [Tax filing purpose]
-Agent to confirm on the type of the copy that is required by the merchant
Bank generated FIRS copy / Tax filing purpose
Agent action(s) : CNX_BSO/Escalations
Agent to create a child ticket for "Banking Ops’.
Agent to inform Mx, of the approximate TAT shared by the bank for these requests. [40-60 working days]
Once the banking operations are reverted with the FIRS documents, the agent has to share it with the merchant and resolve the ticket.
Razorpay generated FIRS copy / Accounting or Bookkeeping purpose
Agent action(s) : CNX_BSO/Escalations
CNX/Escalations agent has to create child ticket to ‘CS_Ops Checkers’ & assign it to Richu Lonappan Jose
The TAT shared for such requests is 2 working days.
Once the document is received on the child ticket, the agent has to share the FIRS & resolve the parent ticket.
Note: *If the merchant asks for both the FIRS copies i.e Razorpay generated & Bank generated, then the agents will have to create 2 separate Child tickets [Banking Ops & Cs_ops checkers]
* All existing tickets the process is to be followed
* Omnichannel Team to park FIRS cases to BSO
|
- Turbo UPI : A new feature is available for MX that can be integrated in the website. We are awaiting an update from the product team to set a process for the front end folks in CNX, on how to handle the queries and an SOP.
- BSO fatal markdown for canned response (this ticket will be temporarily resolved): The particular statement is removed as discussed by Mohit, and agents are expected to tweak the responses as per the scenario. Agents need to use updated templates and not use the own responses stored.
- Merchant's customers get a call from the RZP Team:
- RZP contacts customers directly in two scenarios:
The Customer Delight team calls customers only if customers have reached out to the team or grievance team.
The Risk Team does random calls for certain customers based on MX business and transactional behaviour. (Not to be disclosed to MX by CNX)
- CNX can set basic expectations and let the MX know that we will look into it.
- FYI: We will set up a process for handling these queries.
