| Change Management : 28-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| MSME | Ensure to check if the complete document is submitted or not (even in case if the MSME document is verified by the system) | Pre-Onboarding | Re-iteration | 28 Feb'25 |
| Gold plated jewellery | All the business types: Proceed after procuring invoices Purchase invoice: If the mx is retailer Sales invoice: If the mx is manufacturer | Pre-Onboarding + SRT | KB article | 28 Feb'25 |
| Customer Fee Bearer_Feature removal | In order to remove Instant Settlement when customer opts for Customer Fee Bearer Model, remove es_on_demand and es_on_demand_restricted | Post Onboarding | KB article | 28 Feb'25 |
| Change Management : 26-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Website rejection template | A new template is now available for cases where the account is not yet activated, but a request has been raised for website API keys | Checkers | Internal SOP | 26 Feb'25 |
| Form 10 AC/10 AD | If the merchant has shared Form 10AD in place of 10AC - Proceed ahead (Validation remains same on the document) | Pre-Onboarding + SRT | KB article | 26 Feb'25 |
| Manual Re-KYC | Handled by: SPR Final review of the WF: CS_OPs_checkers Identifier: Manual Re_KYC tag on the L1 page | All POD's | FYI | 26 Feb'25 |
| Change Management : 25-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Unable to Update GSTIN | * If a Mx complains of Unable to update their GST, probe to check what is the issue faced * If the mx is facing any technical challenges in uploading GST, like Sever Error, incorrect details fetched from GSTIN certificate etc.. Raise a child ticket to IE-TS- Emerging Market •Do not proactively inform about Operational Address Only, if Mx proactively states to update their Operational Address to that of the latest Registered Address in GSTIN * Probe to check where exactly the merchant is seeing a discrepancy in the Operational Address from that off the Registered Address * Once the details are provided, Send an email with the required details to your respective FS/TLs | Post Activation | Link | 25 Feb'25 |
| Change Management : 24-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Instant Settelemt - CFB | - Instant Settlement will not be accommodated for Merchants on Customer Fee bearer - Request merchants to switch to Platform Fee bearer model and then raise a request for Instant Settlement | Post Activation | Link | 24-Feb'25 |
| Change Management : 20-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Proof of profession | If the degree completion certificate, Masters graduated certificate or PHD certificate is provided as a proof of profesison and if the certificate align with the Business model of the merchant - Proceed ahead | Activations + SRT + SPR | Re-iteration | 20 Feb'25 |
| SEBI registration certificate | Business model: Merchant is into providing stock trading tips and providing calls SEBI registration certificate should be procured under "Investment advisor(y)". Note: If the SEBI is under "Research analyst", merchant cannot provide trading tips or calls | Activations + SRT + SPR | KB article | 20 Feb'25 |
| Seal and signature on the documents | 1) Seal available (Bank/Company - based on the case scenario) - Proceed 2) Signature available: Able to figure out the signature of the merchant and if the merchant is part of board of directors/authorised signatory - Proceed 3) Signature available: Unable to figure out the signature - Ask for the seal of the company/bank 4) Seal and signature available - Proceed Note: Proprietor can have his signature on the letterhead, consider it as far as the undertaking document is under the business name | Activations + SRT + SPR | KB article | 20 Feb'25 |
| Telegram channel | If the only channel for the merchant is Telegram and has no website presence - Reject If the merchant has a website and also has Telegram channel - Proceed | Activations + SRT + SPR | Re-iteration | 20 Feb'25 |
| Change Management : 19-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| VCIP | VCIP agent SOP is updated with few changes and is now made live | VCIP Maker + VCIP Checker | SOP | 19 Feb'25 |
| Transfer to Ezetap - Reiteration | For cases where an OMNI merchants reach out for any Sales/Service Related concern, ensure to Execute scenario to Ezetap & not transfer to IE_BizOps | OPO_Ticketing | NA | 19 Feb'25 |
| Change Management : 17-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Change in Checkout Styling Page in MX Dashboard | Checkout Styling & Checkout Features has been updated with the options to : Brand Name and Logo - Change only Brand name - Update only the watermark/logo - Modify both Logo & Brand name Border Style Font - Currently only header is modifiable Sidebar Graphic - Available only in Desktop version | Post Onboarding | KB Link | 17.02.25 |
| Change Management : 14-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| International enablement | It is not mandatory that the products on the website should be listed in INR for the merchants requesting international enablement. It can have the native currency of where the merchant's customer base is located | International + Checkers | KB article | 14 Feb |
| IDfy: Product page + New UI | New addition to Idfy is being made now along with the existing policy pages; - The product page will be available in the website details section (Go live date: 17 Feb + applicable to all POD's Expectations; - Upto 5 product page screenshots will be visible - Product page will be visible only when products are actually listed on the website (Error/Random screenshots may appear in case of inability to detect product pages) - For businesses which are into services - product page will not be visible - Product page screenshots will be part of the pdf - Feedback related to product page must be submitted by agents on if the product page is as per expectations - Feedback specifically related to product page can be submitted using the existing feedback (Specific options are already present) IE_BSO_API: The new UI will be live for IE BSO API queue only. | All POD's | NA | 17 Feb |
| Handling Auto-Activated PG Cases for POS | If a PG case is auto-activated without collecting required documents, risk checks, or business model clarifications, the Maker must reach out to the merchant for clarification and update the workflow accordingly. If rejection is needed, the POS should not be activated, and depending on the live balance, the case must either be suspended or escalated to the manager and PEX for further action POS Activation Request when PG Account is on hold due to Risk Reasons will have to be Rejected | Pre onboarding | KB article | 14 Feb |
| Login as Mx - Edit Access | - Due to compliance requirements, any changes to a merchant’s account after activation must follow the **Maker-Checker Flow**. - Activation form modifications can be processed through this flow. - Access will be restricted to a selected group of agents with the necessary permissions. Process Flow: 1. Agent logs into the merchant’s account and makes the required modifications. 2. Request is sent to checkers as a workflow (WF) for approval. 3. Once approved, the changes will reflect in the merchant’s account. | Post Onboarding | KB article | Yet to go live |
| Change Management : 12-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Invoice Issue | Due to Data Sync issue, there was incorrect invoice generated for the month of Nov/Dec - Alert created on SV for impacted merchants - If Mx reach out for Invoice, inform correct Invoice has been shared & will be available on Dashboard - If Mx insists on Credit Note, provide the same by referring to the steps mentioned in the SOP | Post Onboarding | Link | 12 Feb |
| Updated Feature List | New Features added as part of the SOP for BizOps to add | Post Onboarding | Link | 12 Feb |
| Business type Vs Business name | Important: - A proprietorship's business name cannot end with terms like "Private Limited / Pvt Ltd / Limited / Public Limited / Foundation / Trust (and the other way around with the rest of the business types) Maker: If the business proof states "Proprietorship" but the business name includes any of the restricted terms 1) Do not raise ACT workflows if everything else is good to go 2) Escalate the case to your respective manager and PEX team for further review Checker: If such a case is raised for activation 1) Do not approve the activation workflow 2) Escalate the case to your respective manager and PEX team for further review | Pre Onboarding | KB article | 12 Feb |
| Change Management : 11-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Settlement schedule | If assigning a non-standard settlement cycle, confirm that merchant consent for the settlement schedule is documented. Note to maker: When the consent is taken, mention the same on the WF comment while raising the activation workflow Note to checker: If the maker has failed to take the consent, confirm the same from your end and the WF action should be "Approved with feedback" | Maker + Checker | KB article | 11 Feb |
| Wallet top up | Important: Collect flow to be disabled irrespective of the type of wallet | All POD's | KB article | 11 Feb |
| Change Management : 10-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Wallet top up | Closed wallet: MCC to be basis the Business model of the merchant Semi-closed wallet: MCC to be assigned is 6540 Open wallet: MCC to be assigned is 6540/4829 | Makers + Checkers + SPR + SRT | KB article | 10 Feb |
| Change Management : 07-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Freshdesk Working | If Child ticket is Resolved with Additional Information Required & the Parent Team has the required information, Change the End State as "Resolution by Same Group" and resolve the query | All POD's | KB article | 7 Feb |
| DOB mismatch | Mismatch in DOB between POI and PAN - Reject the case Rejection category: Operational reason Rejection option: Other operational reason | Maker + Checker | KB article | 7 Feb |
| Re - KYC | Ensure the bank details are updated before the approval of the RMF workflow | Re-KYC + Checkers | Re-iteration | 7 Feb |
| Change Management : 06-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Credit-Self Serve - Go live | - Credit Funds withdrawal via Self-Serve live for 100% of Mx - CT to Finops to be raised only if Feature Flag is available || Else request to use Self-Serve | Post Onboarding | Link | 6 Feb |
| Change Management : 05-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Import merchant flow | A standard PAN no - IMPOR1234T needs to be updated on the activation form during the activation process by the SPR team for Import merchants | SPR | - | 5 Feb |
| Change Management : 04-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Billing label | Billing label for indivdual merchants with website: - If the billing label is different from business name, the billing label should be available on the website - If the merchant wishes to proceed ahead as KLA when there is a website available - Business name and billing label should remain same | All POD's | KB article | 4 Feb |
| Change Management : 03-Feb'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Transfer to capital (Queries on loan) | Business loan queries to be transferred to Capital as below; - Agent to "Execute scenario" and click the checkbox for "Capital - New transfer" Personal loan queries: Educate the merchant that Razorpay provides only business loans and not personal loans + a template is also made available to ticketing team for use | Pre onboarding | Link | 3 Feb |
| Rejected FOH release | Rejected FOH release workflows will now be raised to checkers, from a maker team called "Rejected FOH release" on freshdesk | CS_OPs_Checkers | FYI | 3 Feb |