Change Update	Description	Applicable POD	Effective Date
Account rejection process	KB - https://razorpay-ind.freshdesk.com/a/solutions/articles/82000898633?portalId=82000019771 What changes: - The selection of enabling or disabling settlements based on the rejection category. Addition of more business details under each category for agents to take a clear call while rejecting an account.	Activation team: Makers and Checkers	26/6/2023
First website addition post Account activation	If a merchant wants to add their first website post after the account is activated, the BSO agent will pitch the self-serve option. In Cases where the account was activated, by not granting the keys: BSO agent to review the website If the website is gtg, the agent will create a child ticket to the checkers team to grant the keys. Checkers to grant the keys as per the process.	CNX_BSO	26/6/2023
WOC Outcalling process	WOC outcalling, where details related to the payment/dispute will remain as is. Tickets with the resolution: Agents are supposed to outcall the customers/place the tickets in WOC only twice to seek alternate contact details where resolution is present. Post this, agents will share the resolution over the ticket & mark the ticket as 'resolved'	OPO Customer Delight	26/6/2023
BSO International Queries	If a merchant reaches out to enable international sales, agents have to pitch in self serve 1. Log in to the RazorPay Dashboard 2. Go to Account and Settings (left panel) 3. Go to payment methods, find an option for International payments, and click Request Access.	CNX_BSO & Omni channels	26/6/2023
Parent ticket reopen	ES and BSO tickets with the status 'pending with checkers will automatically reopen after 3 hours. If there is no resolution on the child ticket or the WF, update the parent ticket status again to 'pending with checkers'.	ES & BSO	27/6/2023
WOC Outcalling process	Training was completed on the new approach to using the following statuses: MRC and & 'Pending call'. SOP	BSO Priority Queue	27/6/2023