Change Management : 29-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 29, 2024Multi user login- Merchants will be able to Sign-up for a various business reasons using the same mobile number/email ID that was used earlier to register with us.Pre-OnboardingLinkOctober 29, 2024


Change Management : 25-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 28, 2024Website - Test Key API- It is NOT mandatory for the Website to be live for the merchants to generated Test API Keys

- API Keys can be generated in the Test Mode without any restrictions even when the Website WF is Under Review
Post OnboardingLinkOctober 28, 2024
October 28, 2024MR Ticket Transfer - Reopen cases- Tickets pending in MR bucket should not be re-opened or appended at any given point

- If there is a ticket in WOC in MR bucket & Mx reaches out on a New ticket, transfer the new ticker to MR.
Post OnboardingNAOctober 28, 2024


Change Management : 25-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 25, 2024Account Suspension on Merchant RequestSuspend Account :
Risk Tags : No Tags
Internal Risk Reason : KYC Lapses
Internal Risk Sub-Reason : KYC Missing
Risk Signal Source : Others
Post OnboardingLinkOctober 25, 2024
October 25, 2024Direct Transfer of Tickets to Banking Ops instead of Child TicketFor the below set of queries, transfer the tickets directly to Banking Ops & do not send a Child Ticket

a. New payment method addition
b. Update on the payment method requests
c. Payment method enabled on Mx Dashboard but not visible on checkout
d. Payment method enabled but terminal not available
e. Payments failing as terminal not assigned
Post OnboardingLinkOctober 25, 2024




Change Management : 23-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 23, 2024Website - API Keys in TEST MODEFor merchants activated as KLA(Without Website) will have an option to generate API Keys in TEST MODE.Post OnboardingLinkOctober 23, 2024
October 23, 2024AAB flow enhancementsFollowing scenarios have been added on AAB

Ecommerce :
> Mx into first copy products
> Mx into refurbished products

Services
(Consulting):
> Mx into Hiring services

(Ad & Marketing)
> Email Marketing
> Whatsapp Marketing
> Bulk SMS

Media & entertainment (Video on demand)
> Mx into reel bundle
> Mx into Ebooks

Lodging & Accomodation (Minor flow correction)
Pre OnboardingNAOctober 23, 2024



Change Management : 21-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 21, 2024Process reiteration : Blacklisted cases - Cases being processed outside CMMAWhenever merchant creates ticket to the groups 'OPO_ACT_Ticketing' / 'OPO_ACT_Ticketing_REJ/BL'

– Agents to process the particular case on SOP checklist mandatorily if the CMMA case is present for the MID.
ActivationLinkOctober 21, 2024
October 21, 2024Process reiteration : Cases to be parked to 'Rejected FOH release' group on FD- Agents to move the cases to 'Rejected FOH release' group only if the tag 'Dormant_merchant_2 years'Post OnboardingLinkOctober 21, 2024


Change Management : 18-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 18, 2024GSTIN /MSME - Valid document types- If the GSTIN / MSME doc verification status is marked as marked as System Approved /Verified;
If Mx has shared just first page of the GSTIN/ MSME, if the details like merchant's legal/trade name, type of the certificate could be clearly verified from the doc shared; The agent should not raise NC asking the merchant to upload complete 3 pager document.

Note: Its not mandatory for the merchant to upload the complete 3 pager document, if the above mentioned criteria is met
ActivationLinkOctober 18, 2024





Change Management : 16-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 16, 2024ODS enablement - managed accountsSRF team to redirect the request for enablement of On demand settlements via SRF to the capital ops teamSRFLinkOctober 16, 2024
October 16, 2024Terms and conditions modalMerchants will now find a modal on their dashboard of the terms and conditions of Razorpay. The modal will include a link allowing merchants to review the updated terms.All PODs
FYI
NANA


Change Management : 15-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 15, 2024
Bounce MemoRe-iteration :

All Bounce Memo cases should be parked to Finops via Child Ticket

> Agents need to choose FD properties as below:
- Transactions & settlement
- Bounce Memo
- Bounce Memo Request
Post OnboardingLink15-Oct-2024
One touch ticketsTickets created for Captured payments, Created Payments, Authorised Payments, and Processed Refunds related queries are now One touch tickets.
You may find the suggested responses and the next steps along with the summary being populated on the SAV dashboard under One touch tickets
Post Onboarding15-Oct-2024
Refunds DeepdiveYou can now find the details of:
Source of settlement, Refund speed under the Deepdive section for a refund as well on SAV
Post Onboarding15-Oct-2024
SPR agents to attach Idfy reportsSPR agents to use IDFY and attach the pdf of the sameSPR15-Oct-2024



Change Management : 14-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
October 14, 2024New categorisation is now up and live on FreshdeskThe agents can now refer to this article to know the list of categories which are live.

Adding on the agents would now have to use the category "CS - Transfer Tickets" and the relevant sub-category while reassigning the ticket from group to another.

Agent category: CS - Transfer Tickets
Agent sub-category:
Ticket Transfered to Tech Support
Ticket Transfered to Integration
Ticket Transfered to RISK
Ticket Transfered to FinOps
Ticket transfered to BizOps
Ticket Transfered to Activation
Ticket Transfered to Banking Ops
All podsLink14-Oct-2024


Change Management : 11-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
11-Oct-2024Pricing plan check at the time of account reviewAgent to raise workflow to change the pricing plan to 'Promotional price' if the pricing plan is '20PricingSlashWOX'Pre OnboardingLink1
Link2
11-Oct-2024


Change Management : 10-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
10-Oct-2024Funds on Hold - OverviewComprehensive document explaining the flow of Funds on hold/Settelment on hold & BlockALL PODsLink10-Oct-2024
10-Oct-2024Handling Toggle website/update website merchant ticketsMerchants reaching out on tickets for approval of website/API key access;

Scenario 1: Merchants activated as KLA with the website was added during the time of account activation and the policies are hosted on Razorpay. Do not request for any clarification with regards to website policies

Scenario 2: The merchant activated as KLA without website and there is a website workflow to be approved and policy pages are no updated on the website, follow the BAU process requesting for necessary clarification on website policies
Post Onboarding / OmniLink10-Oct-2024


Change Management : 09-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
09-Oct-2024Changes in the SOP checklistTwo sections - 'Advanced details' & 'Validate transaction' are now depricated from the SOP checklistActivationNA09-Oct-2024
09-Oct-2024Call disposition - Voice mailAgents to the call disposition 'RNR-VOICE MAIL' in the cases where the merchant's call is routed to voicemailALL PODsNA09-Oct-2024


Change Management : 04-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
04-Oct-2024Merchants Selling Religious BookReligious books will be considered under the catergory of Books & not Religious ProductsActivationLink04-Oct-2024


Change Management : 03-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
03.10.2024Import_Merchant TagSPR has to add Import_merchant tag mandatorily for all the import merchants.SPRNA03-Oct-2024


Change Management : 01-Oct-2024
DateTopicDetailsPODSOP LinkEffective Date
01.10.24Smart Collect - Virtual Account Migration- Effective 01.10.24, all Virtual Accounts Created via Smart Collect will be supported by Axis
- There will be no account created through RBL
______
Accounts Currently Active on Smart Collect:
- All the impacted accounts currently active on Smart Collect will either be migrated to either Axis or Smart Collect 2.0(RazorpayX) based on merchants choice
- For the existing users who migrate to Axis, the VA ID and Bank Account Number will remain the same and only IFSC will change.
- Proactive communication is shared with the impacted users
BSOLink1-Oct-2024