| Change Management : 25-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Use of "Contact" entity | Discontinue the use of "Contact" entity - MID of the users using contact number needs to be fetched only via User & not Contact - If no result is found for the contact number shared by the Mx, park the case to Tech | Post Onboarding | FYI | 25 Mar'25 |
| SRT transfers | Template has been revamped - Checkers and BSO API team to use the template before transferring the cases to SRT | CS_Ops_Checkers + BSO_API | Reiteration | 25 Mar'25 |
| Event and movie ticketing | - Merchants without website/SM link - Reject - Individual merchant - Reject - Registered merchant: Change in onboarding process Changes: - Changes in questionnaire - Additional documents are added - Risk intervention needed based on the website vintage PS: Refer to the AAB flow (Media & Entertainment > Event & movie ticketing) | Activations + SRT + SPR | AAB flow updated | 25 Mar'25 |
| Website policies | Lending: - Do not ask for refund/cancellation policy (No risk/compliance approval is needed) | Activations + SRT + SPR | Reiteration | 25 Mar'25 |
| Change Management : 24-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| International Transaction : accept_only_3ds_payments | Disabling "accept_only_3ds_payments" Feature If a Mx requests to enable NON 3DS Payment, meaning they would like their customers to process payments without OTP, the case will have to be parked to "Merchant Risk - Transaction Monitoring" | SPR/SRF/BizOps/International | KB article | 24 Mar'25 |
| Change Management : 21-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| International Transaction : accept_only_3ds_payments | accept_only_3ds_payments - Enablement/Disablement of the feature will be handeled by Risk - Park the tickets to Merchant Risk - Transaction Monitoring on FD | SPR/SRF/BizOps/International | Link | 21 Mar'25 |
| 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 (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) CS_OPs_Checker: The new UI will go live to CS_OPs_Checkers (Phase 2) | CS_OPs_Checkers | FYI | 24 Mar'25 |
| Change Management : 20-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Transfers to SRT | Scenario 1: No Additional Website Provided If there is a mismatch in the Merchant Category Code (MCC), transfer the case to SRT. Scenario 2: Additional Website Provided Step 1: Verify Business Line Consistency * If the additional website and the newly requested website belong to the same business line: Proceed with the request(If there is an MCC mismatch, transfer the case to SRT). * If the business lines do not match:Reject the workflow request. (Inform the merchant about the mismatch between the additional website and the requested new website) | Checkers | KB article | 20 Mar'25 |
| Change Management : 18-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Sale of Ayurvedic products (Unani/Siddha Drugs/Ayurvedic medicines/Ayurvedic health supplements) | Manufacturer: Ayush license Not a manufacturer(retailer,wholesaler etc): SLA with the 3rd party + 3rd party Ayush license Note: If the merchant is not a manufacturer - SLA with the third party and the 3rd party Ayush license will be procured | Activations + SRT | KB article | 18 Mar'25 |
| KLA Merchants - Dashboard view change | Website added by the merchant during Sign-up will no longer reflect on the merchant dashboard if the merchant is onboarded as KLA | Post Activation | Link | 18 Mar'25 |
| Auto-Rejection of Website Workflow - Selected Category | System will automatically identify such requests, reject the workflow a.Account not completely activated b.Account with Risk Suspend & Risk Live Disabled c.Submitting Whatsapp/Instagram link | Checkers | Link Link | 18 Mar'25 |
| Change Management : 17-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Donations | - Seek clarity on the donations Ensure clarity on the purpose for which the donation is being collected | Activations + SRT | KB article | 17 Mar'25 |
| Change Management : 13-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Transfers to SRT | - Before transferring a ticket to SRT, use the canned response created on FD. - Fill in all the content in the table & then transfer the case. Canned response: "/C" enter/return, type "SRT" | CS_Ops_Checkers + BSO_API | FYI | 13 Mar'25 |
| Rejected FOH release - VAS accounts | If the MID is a VAS account - Do not action on the case. Inform the merchant to reach out to the bank. Identifier for VAS account: Org ID will not be "100000razorpay" Template to be used: "Thanks for reaching out! Since your concern is related to settlements/funds, we recommend contacting your bank for further assistance. Let us know if you have any other queries—we’re happy to help!" | Rejected FOH release | FYI | 13 Mar'25 |
| Change Management : 12-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Multi-user Tech Issue | - Tech issue to be parked with IE_TS_Emerging Market & Not TS - Enterprise Tech | All POD's | KB article | 12 Mar'25 |
| Unable to Update GSTIN - Transfer to Tech Team | * 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 Server Error, incorrect details fetched from GSTIN certificate etc.. Do not raise a child ticket to IE-TS- Emerging Market , but Transfer the case to IE-TS- Emerging Market | Post Activation | Link | 12 Mar'25 |
| Crypto courses | Individual / Registered: * Website not available: Reject * Website available: Transfer to Risk | Pre-Onboarding + SRT | AAB flow updated | 12 Mar'25 |
| Car modifications | Individual / Registered: * Legal modifications: Proceed * Illegal modifications: Reject Review process: * KLA Merchant: If the business model description explicitly mentions illegal modifications → Reject * Website Available: If the website offers illegal modifications → Reject Note: If details are not available in the business model description or on the website - proceed for activation. No proactive questions will be asked | Pre-Onboarding + SRT | KB article | 12 Mar'25 |
| Change Management : 11-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Current account creation | - Cross selling is being done at the time of sign up for current account creation with RazorpayX - Queries regarding the current account creation / offers - Transfer to RazorpayX Group name on FD: RazorpayX | All POD's | KB article | 11 Mar'25 |
| Change Management : 10-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Add templates for workflow rejection | - New template updated for below rejection scenarios : a. Mx chose Update website instead of Add additional website b. Mx provided an incorrect website | Checkers | Link | 10 Mar'25 |
| Ledger Dashboard access to Leads for Pricing Breakup issue | To handle pricing issue on SAV, temp fix of Ledger Dashboard given to Leads Teams to reach out to leads for assistance on Pricing breakup | Post Onboarding | Link | 10 Mar'25 |
| Change Management : 06-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Reels + Bundles | Individual: Reject Registered: Reject Note: If the registered merchant is providing description of all the products that are in the bundle - Proceed with activation (if it is supported LOB) | Pre onboarding + SRT | KB article | 06 Mar'25 |
| Individual - Platform as a service | If the business model or subcategory is a reject for an individual merchant, even the Platform as a service for the same needs to be rejected. | Pre onboarding + SRT | FYI | 06 Mar'25 |
| MCC mismatch transfers | - Checkers to suggest the MCC on cases which will be transferred to SRT - Checkers to suggest the MCC on cases to Business ops where the mismatch in MCC is found | Checkers | FYI | 06 Mar'25 |
| Change Management : 05-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Donation merchants | * Individual, Proprietorship, HUF, Partnership – Reject * Other Business Types: - 12A/12AA & 80G submitted – Proceed - 12A/12AA submitted, 80G missing – Declaration/undertaking required - Form 10AC/10AD for 12A/12AA & 80G – Proceed - Form 10AC/10AD for 12A/12AA, 80G missing – Follow Scenario 2 steps | Pre onboarding + SRT | KB article | 05 Mar'25 |
| Change Management : 04-Mar'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| FIRS Download Timeline | FIRS can be downloaded 18th of every month | All PODs | KB Article | 04 Mar'25 |
| Payment Failure - Website Error | - Payments will fail if payments attempted through any other website other than the one registered with us. - For all such failed payment, we will request the merchant to initiate payment through the registered website or update the website on Razorpay via which the payment is collected | Post Onboarding | Link | 04 Mar'25 |
| Pricing (No code + Promotional) | If the POC asks for "Promotional price" in place of Nocode plan - Go ahead and make the changes. Note: If the POC has not asked for the "Promotional price", ensure the pricing remains in Nocode (If nocode pricing is already updated)« SRF: - If the request is to change the pricing from Promotional to Nocode / Nocode to Promotional - No any approval is required. | SPR + Checkers + SRF | FYI | 04 Mar'25 |