| Change Management : 31-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Disable Third Party - Routing | Razorpay will discontinue supporting 3rd party routing platforms shortly. For any merchants reaching out with queries/concerns around the same, front line is expected to highlight the case to their respective leads/managers. | All PODs | Link | 31-Jan'25 |
| Current Account with RazorPayX | Merchants will have an option to open a current account with RazorpayX everytime they signup with Razorpay. Once Mx opts to open a current account, relevant team from RazorpayX will reach out to merchant for successful account opening. If any merchants reachout requesting more information regarding Razorpay Current Account, ensure to highlight the same to your respective leads/managers | All PODs | Link | 31-Jan'25 |
| Disabling Live SOH for 30 days | When merchants settelement is out on hold due to issues with Bank account, Merchants will be given 30days of time to update their bank details . If not done within the given timeline, Live will be disabled. Corresponding workflow will be available in the system to check the reason for disable. Once merchant updates the bank details, Live will be automatically Enabled. | All PODs | Link | Yet to go live |
| Change Management : 29-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Guiding Mx on Adding Additional Website | If a merchant's workflow is rejected for choosing "Update Website" instead of "Add Additional Website," ensure merchants are guided on adding an additional website via Self-Serve. | Checkers | Link | 29-Jan'25 |
| Checkers_Website Workflow_Feilds to be filled | When Working on Toggle/Update Website tickets, Ensure to capture the feilds "Workflow Action" and the corresponding "Final Decision" based on the decision made | Checkers | - | 29-Jan'25 |
| Change Management : 28-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Re-iterate Multi User Login | If the merchant is unable to login using their phone number as the number is associated with more than one account, request the merchant to login using their Registered mail ID | All POD's | Re-iteration | 28-Jan'25 |
| Self-Serve : Credit Funds Withdrawal + Credit of Funds | Self-serve option will be available for both Credit Deposit as well Withdrawal - If the funds credited is from the same bank account as that of merchants settlement account, merchants will have an option to withdraw the funds back into their settlement account via self-serve - If Mx wants to add funds to their Credit accounts, the same can be done via Self-serve if the Mx had added funds in the past using their Settelemt Account | All POD's | Link | Yet to go live |
| Website - Shipping policy | - If merchant has hosted shipping policy on RZP and also has updated his own content for shipping policy, merchant content should be considered. - Confirmation is required on edge cases (defined in the article) | All POD's | KB article | 28-Jan'25 |
| Change Management : 27-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Business name change - Post activation | Business name of the merchant should not be updated post activating the MID Note: SRF requests will have no changes - Process to SRF remains as is | All POD's | Re-iteration | 27-Jan'25 |
| Change Management : 24-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Handling of POS Queries by BSO/CTC/Chat | POS queries that land into BSO/CTC/Chat will have to be parked to respective POS Support or POS Service depending on the kind of query handled | All PODs | Link | 24-Jan'25 |
| Change Management : 23-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Website 4.0 Ramped up to 100% | New Website Flow live for 100% of Merchanhts > All fetched policy pages and reasons for the workflow will be included. > Field - “new_website_flow,”: Added to workflow comments to specify workflows triggered for new website flows. > Approved workflows will display website policy page changes in the Activation Form Details section of the Admin Dashboard, - Approved workflows will display all fetched policy pages on the Admin Dashboard. - Rejected workflows will revert to the previous version, which will also be visible on the dashboard. Field called "Website Auto Approval Status" added to clearly display auto-approved merchant websites. > Auto-approved websites will now store and display fetched policy pages | Checkers + Post Activation | KB article | 23-Jan'25 |
| Self-Serve : Credit Funds Withdrawal | Withdrawal of Funds from Credit Balance : If the funds credited is from the same bank account as that of merchants settlement account, merchants will have an option to withdraw the funds back into their settlement account via self-serve. | All POD's | Link | Yet to go live |
| Auto approval of website (pre onboarding) | - Makers: Continue to reviiew the website irrespctive of the website auto approval status - Checkers: In case of approving the rejection WF where the website is auto approved - ensure the API keys are removed post approval of rejection WF | Activatoins + Checkers | - | 23-Jan'25 |
| Change Management : 21-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Website policy exception for Government bodies and education categories | - Website policies are mandatory irrespective of categories - Managed accounts with specific approval will be reviewed on a case-by-case basis - Blanket approvals for policy exceptions are no longer valid - Each Merchant ID (MID) will require individual exceptions | All POD's | KB article | 22-Jan'25 |
| Change Management : 20-Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Reiteration on "End State" | When the case is to be parked to a Different Team, ensure to choose the End Category as "Transfer to different Group" | CTC | Link | 20-Jan'25 |
| Change Management : 17 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
Bank account details | Joint account: Letterhead template available on FD for Autho the settlement into joint account | Activations | KB article | 17 - Jan - 2025 |
MKYC | No modifications should be made on the merchant dashboard or admin dashboard after WF approval of EDD is pending | Makers + CS_Ops Checker | Re-iteration | 17 - Jan - 2025 |
Handling Pricing revamp requests raised by Emerging business POCs | SRF agents to proceed with the necessary changes as per the pricing comments for requests raised by the Emerging Business POCs. The SRF team must inform the Sales POC about the actions taken (e.g., banks disabled, terminals disabled, etc.) through the relevant ticket and the POC will proceed with the further course of action of procuring terminals [if there was a disablement made as per pricing comments] post the pricing revamp request is completed | SRF | KB article | 17 - Jan - 2025 |
| Change Management : 16 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Bank account details | Joint account: - Continue to procure letterhead - Continue to procure the relationship establishment document New addition: KYC of the other party to be done (Procure Aadhaar and PAN card document) | Activations | KB article | 16 - Jan - 2025 |
| Change Management : 15 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Block chain development | Individual: Reject Registered: Activate Note: If the registered merchant is into developing block chain for crypto/bit coins - Reject | All PODs | KB article | 15 - Jan - 2025 |
| Change Management : 13 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| FreshDesk Working - Re-Iteration | - End State of a ticket needs to assigned as soon as one receives the ticket - If Resolution by the Same Group : Agent Cat/Sub-Cat/Item to be assigned immediately post which P1 can be trigerred - Status of a ticket to be chosen from the Property list & not along with a Response - ACE to analyse and Choose a P2 once the ticket is assigned | All PODs | Link Video Reference | 13 - Jan - 2025 |
| Changes in Merchant Dashboard - Transaction | - There has been few modifications done at the merchant dashboard trasnaction screen to enhance the overall Mx Dashboard Experince | All PODs | Link | 13 - Jan - 2025 |
| Basic checks on DB | - MID activation status to be checked on admin dashboard before sending out any reply or reminders to POC's | SPR | Re-iteration | 13 - Jan - 2025 |
| Change Management : 10 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Dashboard URL's for website request | API keys can be granted to dashboard URL's - Ensure to attach the screenshots or screen recording (any one or both, but ensure to capture the main pages and details) post logging in to the URL - Mention the log in credentials either on the WF comments or in the ticket without fail Makers: Refer to Maker process article Checkers: Refer to Checker process article | SRT + Checkers + Activations | KB article | 10 - Jan - 2025 |
| CIN validation | Do not validate CIN on the MCA portal when the CIN details are fetched on the admin dashboard | SPR | Re-iteration | 10 - Jan - 2025 |
| Mx Dashboard Changes | For Mx who has onboarding for multiple verticles will see a difference in the home page where the products will appear as a banner on the top left & Website mode along with Accounts & Settings is moved to bottom left | All PODs | Link | 10 - Jan - 2025 |
| Contact optional + Email optional enablement | - Risk approval to be in place for any Contact optional enablement - POC's to attach the approval on the mail | SRF | KB article | 10 - Jan - 2025 |
| Change Management : 9 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| AAB + KB update | Process defined for below topics; - Cyber security services - Cybercafe - CSC services | All POD's | KB article | 9 - Jan - 2025 |
| Website request | Rejection template for website request is modified and needs to be used as the rejection communication hereafter | CS_Ops_Checker | Internal doc | 9 - Jan - 2025 |
| Risk transfers from SRT | Child ticket to Risk onboarding to be created for cases which are not a part of SOP/KB/AAB, where a risk opinion is needed | SRT | - | 9 - Jan - 2025 |
| UBO collection | UBO is mandatory for all business types and not just Public/Private limited. Note:UBO to be not collected for Individual & Proprietorship business type of merchants. FYI: UBO will be collected for all merchants on tickets and updated on admin dashboard until the changes are made live on dashboard | OPO_International | SOP | 9 - Jan - 2025 |
| Change Management : 8 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Internal test MID activation | SOP is revamped - KYC details: Should not be dummy details - Address: Razorpay address Identifiers for test MID are; - Tag on L1 page - Razorpay mail ID | SRF + Checkers | SOP | 8 - Jan - 2025 |
| Internal test MID activation | KB article updated with steps | SRF + Checkers | KB article | 8 - Jan - 2025 |
| Ticket actioning | Child tickets should not be opened/reopened when the parent ticket status is closed | All POD's | Re-iteration | 8 - Jan - 2025 |
| Change Management : 7 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Slack threads to Risk | Do not create slack thread to Risk in cases where; * SOP/KB/AAB is available * Similar cases where risk has answered previously | SRT | Re-iteration | 7 - Jan - 2025 |
| Creation of MID | - Razorpay mail ID should not be used to create accounts at the time of training by the new hires. - Trainer(s) to ensure the accounts are created using the agent's personal mail ID | Training | Re-iteration | 7 - Jan - 2025 |
| Change Management : 6 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| KAM Account - Flag in FD | New Tag & Account_Type added for KAM Accounts https://razorpay-ind.freshdesk.com/a/tickets/13527739 | Enterprise Support | - | 6 - Jan - 2025 |
| Change Management : 3 - Jan'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Email response after call | Scenario based email responses for CTC POD has been defined | CTC | KB article | 3 - Jan - 2025 |