| Date | Change Update | Applicable POD | Effective Date |
27/6/2023 | Enabling the customer fee bearer model | All Teams Handling post-onboarding queries (CNX and RZP) | 27/6/2023 |
| Easy search of process for handling Failed payments |
| Change Update | Description |
| Easy search of process for handling Failed payments | 1. Agent to navigate to the Error Reason section of the failed payment page 2. CNX agents should use this link to access the information 3. In-house agents should use this link to access the information 4. If they are unable to find details for a particular Error reason, move the ticket to tech support for further investigation, share the error reason with missing information here for us to check and take this ahead |
| Enabling the customer fee bearer model | Agents need to get prior consent from the merchant over the phone or email when he raises a request to change from the platform to the customer fee bearer model. The process is outlined in detail in the SOP. The same information is updated in KB and AAB |
| Clarification | A request was raised to unlock the Account. However, unable to trace the exact MID/contact details regarding which MID it belongs to. Muddasir to share ticket sam |