Change Update/Clarification/Reiteration	Description	Applicable POD	Effective Date
Adding Reopen_Direct Closure es Tag	ES que has to add Reopen_Direct Closure es tag for all tickets closed due to internal conversations or only with internal teams.	Enterprise Support	10/08/2023
AAB issue on Agent SOP Checklist	AAB issue on Agent SOP Checklist is fixed now	Makers/ Act_Ticketing	10/08/2023
Call Disclaimer/Introduction with agent Name - Reiteration	Call Disclaimer: This call is being recorded for quality and training purposes and has to be used on all calls, and the agent has to use their name during call opening.	BSO International & ES	Already in practice
Clarification: Terminal Procurement Delay Response	Scenario 1: If a particular payment method/feature is grayed out in the MX dashboard, agents should not be sharing terminal procurement delay responses. Expectations have to be set, stating that currently the feature is not available for the particular MX and asking him to use an alternate one that is available. Scenario 2: If a particular payment method or feature is available in the MX dashboard but MX is unable to raise a self-serve request, ask for the error screenshot, and agents need to cross check with the TL or RZP Support team (Veera) before raising a request on the instrument dashboard or sharing a delayed response, and then proceed as per the instructions given.	All PODs handling post-onboarding queries in CNX	-
Clarification: Choosing Dropshipping vs. Horizontal Market Place	Follow AAB until a further update is shared.	All PODS	Already in practice