| Change Management : 29-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 29, 2024 | Multi 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-Onboarding | Link | October 29, 2024 |
| Change Management : 25-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 28, 2024 | Website - 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 Onboarding | Link | October 28, 2024 |
| October 28, 2024 | MR 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 Onboarding | NA | October 28, 2024 |
| Change Management : 25-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 25, 2024 | Account Suspension on Merchant Request | Suspend Account : Risk Tags : No Tags Internal Risk Reason : KYC Lapses Internal Risk Sub-Reason : KYC Missing Risk Signal Source : Others | Post Onboarding | Link | October 25, 2024 |
| October 25, 2024 | Direct Transfer of Tickets to Banking Ops instead of Child Ticket | For 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 Onboarding | Link | October 25, 2024 |
| Change Management : 23-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 23, 2024 | Website - API Keys in TEST MODE | For merchants activated as KLA(Without Website) will have an option to generate API Keys in TEST MODE. | Post Onboarding | Link | October 23, 2024 |
| October 23, 2024 | AAB flow enhancements | Following 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 Onboarding | NA | October 23, 2024 |
| Change Management : 21-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 21, 2024 | Process reiteration : Blacklisted cases - Cases being processed outside CMMA | Whenever 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. | Activation | Link | October 21, 2024 |
| October 21, 2024 | Process 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 Onboarding | Link | October 21, 2024 |
| Change Management : 18-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 18, 2024 | GSTIN /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 | Activation | Link | October 18, 2024 |
| Change Management : 16-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 16, 2024 | ODS enablement - managed accounts | SRF team to redirect the request for enablement of On demand settlements via SRF to the capital ops team | SRF | Link | October 16, 2024 |
| October 16, 2024 | Terms and conditions modal | Merchants 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 | NA | NA |
| Change Management : 15-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
October 15, 2024 | Bounce Memo | Re-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 Onboarding | Link | 15-Oct-2024 |
| One touch tickets | Tickets 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 Onboarding | 15-Oct-2024 | ||
| Refunds Deepdive | You can now find the details of: Source of settlement, Refund speed under the Deepdive section for a refund as well on SAV | Post Onboarding | 15-Oct-2024 | ||
| SPR agents to attach Idfy reports | SPR agents to use IDFY and attach the pdf of the same | SPR | 15-Oct-2024 | ||
| Change Management : 14-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| October 14, 2024 | New categorisation is now up and live on Freshdesk | The 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 pods | Link | 14-Oct-2024 |
| Change Management : 11-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| 11-Oct-2024 | Pricing plan check at the time of account review | Agent to raise workflow to change the pricing plan to 'Promotional price' if the pricing plan is '20PricingSlashWOX' | Pre Onboarding | Link1 Link2 | 11-Oct-2024 |
| Change Management : 10-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| 10-Oct-2024 | Funds on Hold - Overview | Comprehensive document explaining the flow of Funds on hold/Settelment on hold & Block | ALL PODs | Link | 10-Oct-2024 |
| 10-Oct-2024 | Handling Toggle website/update website merchant tickets | Merchants 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 / Omni | Link | 10-Oct-2024 |
| Change Management : 09-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| 09-Oct-2024 | Changes in the SOP checklist | Two sections - 'Advanced details' & 'Validate transaction' are now depricated from the SOP checklist | Activation | NA | 09-Oct-2024 |
| 09-Oct-2024 | Call disposition - Voice mail | Agents to the call disposition 'RNR-VOICE MAIL' in the cases where the merchant's call is routed to voicemail | ALL PODs | NA | 09-Oct-2024 |
| Change Management : 04-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| 04-Oct-2024 | Merchants Selling Religious Book | Religious books will be considered under the catergory of Books & not Religious Products | Activation | Link | 04-Oct-2024 |
| Change Management : 03-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| 03.10.2024 | Import_Merchant Tag | SPR has to add Import_merchant tag mandatorily for all the import merchants. | SPR | NA | 03-Oct-2024 |
| Change Management : 01-Oct-2024 | |||||
| Date | Topic | Details | POD | SOP Link | Effective Date |
| 01.10.24 | Smart 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 | BSO | Link | 1-Oct-2024 |