| Change Management : 29 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Master KYC | Master KYC document available in KB with required steps, validations, process & FAQs ** Process to be followed post Go-Live, which will be communicated once the release is planned | ALL PODS | Link | Will be communicated* |
| Change Management : 28 - Nov'24 | |||
| Topic | Details | POD | Effective Date |
| Razorpay_wallet feature for Import Merchant | If there a request raised for activation of an import merchant, the SPR agents and checker team should ensure razorpay_wallet feature should be disabled for the merchant. These are only in instances where the feature is pre-enabled. If there are no features with this title, you can continue with the KYC review process as BAU. | SPR and checkers | 28 Nov 24 |
| Re-iteration : Use of "International" in Domestic VCIP Call | VCIP makers to ensure to address Domestic VCIP & International VCIP based on the kind of VCIP performed | VCIP Makers | Will be communicated* |
| Change Management : 26 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| IDFY attachment | Checkers to run IDfy and attach the document on the admin DB irrespective of maker attaching it not. - Makers - name the file by ending "_M" - Checkers - name the file by ending "_C" Quality - Do not markdown if this is not added - This is only a best practice Approve - If maker has attached the Idfy doc Approve with feedback - If maker has failed to attached the Idfy doc | Pre onboarding (Checkers + Makers) | KB article | 26 Nov 24 |
| Log in as merchant | - Any MID which is not activated yet can now be edited (Roles and permissions to be granted on admin dashboard) - If the MID has ever hit "Instantly activated" or "Activated MCC pending" status - The system will not let us to edit and will continue to show only View access | Pre onboarding (Checkers + Makers) | KB article | 26 Nov 24 |
| Change Management : 25 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Transfer Ticket to Risk | - For concerns related to MID's that had Risk related flags (i.e Risk Tags in RED) : Ensure to park the tickets to Merchant Risk - Funds on hold and not Merchant Risk | Post Onboarding | Link | 26 Nov 24 |
| Multi user Login | - Multi user login where Mx can use the same phone number/Email ID & create new MID is Live for 100% of users - Error while logging in using Phone number : Request user to login via their E-mail ID | All PODs | Link | 25 Nov 24 |
| Partnership Screen | Change in the Admin Dashboard User Interface a. Merchant will be replaced as Users b. We will have a new feild called Partner List | All PODs | Link | 25 Nov 24 |
| Change Management : 21 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| NC field for contact us details | If an NC needs to be sent to merchant in order to get his alternate number - Use contact field on NON CMMA dashboard. | Pre onboarding | KB article | 21 Nov 24 |
| Change Management : 15 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Internal account activation - Test MID | Any test MID activation - POC is expected to fill the typeform. These cases will hit SRF queue and the activation workflow will be raised to Checker with the below changes; Registered mail ID: Razorpay mail ID Tag: TEST_ACC_INTERNAL Business name & Billing label - TEST MID for use case FOH : To be put on hold Transaction limit: To be reduced to 100/- Category & Subcategory: Ecommerce - Ecommerce marketplace PS:Detailed process is defined on the SOP | SRF + CS_Ops_Checkers | SOP | 15 Nov 24 |
| Change Management : 13 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Test API Keys - Website | Issue where merchants were unable to generate Website API keys in Test mode has been resolved | Post onboarding | Link | 13 Nov 24 |
| Change Management : 12 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Account Suspended on Mx Request | Option to Suspend Account on Merchanht Request has been updated Risk Tags : No Tags Internal Risk Reason : Merchant Request Internal Risk Sub-Reason : Merchant Request Risk Signal Source : Others | Post onboarding | Link | 12 Nov 24 |
| Cipher go live for SPR & SRF | SPR and SRF agents can now use Cipher for pricing comments and create a child ticket for the banking ops checkers [banking ops checkers - 2023] for approval. Cipher: link | SPR & SRF | 12 Nov 24 | |
| SAV - One Touch | Reiteration: One touch is live for all transaction related queries which include Payments under the Captured, created, failed, authorised, saved vpa status along with processed refund. Post onboarding and Omni channel TLs/ SMEs to share a feedback on the STR [suggested responses] for further enhancement with the list of the respective ticket IDs on Novemeber 15, 2024 | Post & Omni | Reiteration | |
| Change Management : 11 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Refurbished products - Additional document | AAB flow updated - Individual: Raise rejection WF - Registered: When invoice is procured; * Sales invoice of our merchant to his customer to be considered valid * Invoice to carry "Refurbished" mentioned beside the product name under product description | Activation | AAB flow updated | 11 Nov 24 |
| Refund reference number for upi_axis transactions | If a merchant/customer is requesting for refund RRN for a transactions processed via upi_axis terminal. Please share the payment RRN as the reference number - the customer/merchant can track the status of the refund with the same. | Post onboarding All pods | NA | 11 Nov 24 |
| Change Management : 07 - Nov'24 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| RAY - Phone number capture | Ray will now pass contact number of the Mx - Contact number from RAY is now captured and passed to the agent in the chat transcript | Live chat | NA | 7 Nov 24 |
| Banking Ops - Group Change | Tickets routed to banking Ops will have to routed to the Group Banking Ops - Support and not Support@Bankingops | Post onboarding | Link | 7 Nov 24 |
| Post onboarding - Risk Transfer | Service Requests that was transferred to Merchant Risk will have to be transferred to OPO_Merchant_Risk > Website whitelisting > Transaction limit adjustments > Reduced settlement cycle requests Only applicable for Service Requests. Other queries that was transferred to Merchant Risk will continue as is | Post onboarding | Link | 7 Nov 24 |
| Pre-Onboarding Risk ticket transfers | 2 groups on FD are available now for Risk Transfer. Namely : Risk Onboarding: G2 Cases, Dedupe cases and Authority list cases OPO_Risk_Onboarding: All cases which are not - G2, Dedupe and Authority list cases | Pre-onboarding | Link | 7 Nov 24 |
| NC for SM links | SM link not being functional - Do not probe for NC - Proceed ahead. SRT to not mark these cases invalid until the Mx is into Astrology services | Checkers + SRT | NA | 7 Nov 24 |
| Bank details for Proprietorship | Bank details for proprietorship type of business. Previous article : Bank details in the name of proprietor can only be accepted. Updated article : Bank details in the name of proprietor or in the name of business can be accepted (Standard SOP updated for both Maker and Checker process) | Activation | Link | 7 Nov 24 |
| Change Management : 04 - Nov'24 | |||||
| Date | Topic | Details | POD | AAB | Effective Date |
| November 4, 2024 | Education > School(s), College / University | Minor backend flow correction. | Pre-Onboarding | Updated | November 4, 2024 |
| November 4, 2024 | AAB selection for Fashion & lifestyle | - Signed up as KLA - AAB selection - Offline - Signed up as NON KLA - AAB selection - Online - Merchant selecting shipping not required (Proactive BMC) and website NA - Call and seek clarity - If the business is an offline setup or online. * Offline setup - delivery timeline not required - AAB selection - Offline * Online setup - check for the delivery timeline (need to know because, settlement cycle to be updated) | Pre-Onboarding | Already available | November 4, 2024 |
| November 4, 2024 | Consultation services | 2 new lines of services are added. > General advisory > Immigration consultation. - Individual - Immigration consultation, VISA consultation, General advisory, VISA assistance and Immigration services - To be rejected. - Registered - VISA consultation, General advisory and VISA assistance - Documents are not required. - Registered - Immigration services - To be rejected. - Registered - Immigration consultation - To provide proof of license or a screenshot of license copy - Reject in case the merchant fails to submit the same. Note: - Portal links are available on AAB - Currently there isn’t any reference document for the proof of license. Will update as soon as we receive one. | Pre-Onboarding | Updated | November 4, 2024 |