| Change Management : 30-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| New list of Dormant Account | We have an updated list of merchants identified as Dormant Merchants - Communication has been shared asking to transact in the next 7 days/Request for extension - Post 7 days, Live will be Disabled - Any merchant reaching out post 7 days will have to undergo the process of ReKYC Flags in SAV has been updated & Admin Dashboard Tags will be updated shortly. | Post Onboarding | Link | 30 April '25 |
| Incorrect communication to Dormant Merchants | Incorrect communication was sent to ~2 lakh merchants who were not Dormant. - Revised communication has been shared - Inform such customer to ignore the communication | All PODs | Link | 30 April '25 |
| Reiteration on MCC mapping | 6540 - Before the MCC 6540 has been assigned, the agents must checks this with the PeX, reiterating that the MCC allocation to be followed 4900 - The MCC must be used to map the merchant who are providing only the utility, gas, electricity, and heating oil 4814 - The MCC can be used to map the merchants who are providing utility bill payments and recharge | PreOnboarding + SPR + SRT | FYI | 30 April '25 |
| Change Management : 29-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| KLA pitch for pre-onboarding | Agents are advised not to suggest proceeding without KLA at the NC0 stage. Instead, they should confirm the expected timelines and follow the process as outlined in the SOP. | PreOnboarding all teams | link | 29 April '25 |
| Change Management : 25-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Auto resolution of live chats - Reiteration | Agents are expected to follow the 3+2 rule outlined in the SOP only in cases where there is no response from the merchant. Once the merchant confirms that the issue has been resolved, agents must immediately ask if any further assistance is required. If there are no additional queries, the chat should then be manually marked as resolved. | Chat | Link | 25 April '25 |
| POS Cases to OPO_Ticketing | Execute the POS scenario only if the activation status is "KYC Qualified" or "Activated." If the status is anything else (e.g., NC/UR), park the case to OPO_Ticketing. OPO_Ticketing will follow the BAU process to Activate/Reject. Once the Checker approves and the status updates to "KYC Qualified," OPO_Ticketing will execute the scenario to Ezetap. | All PODs | Link | 25 April '25 |
| Change Management : 24-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Offers Issue | For issues related to Adverising offers - Park the cases to TS-Engage | Post Onboarding | Link | 24 April '25 |
| Payment Configuration | Option for merchants that enable them to customize their payment page and configure the payment methods and options as they desire | Post Onboarding | Link | 24 April '25 |
| BBPS collection for Utility payment merchants | BBPS document to be procured for the merchants offering utility payments, the BBPOU agreement or the SLA should be issued by any one of the operators as listed in the portal | Pre Onboarding | Link | 24 April '25 |
| Auto MID Confirmation | Automation within Freshchat to automatically obtain MID confirmation before the chat reaches a live agent. | Chat | Link | 26 April '25 |
| Change Management : 23-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Auto resolution of live chats | We are going live with the new automation for the chat, where the merchant unresponsive chats will be auto closed. | Chat | Link | 24 April '25 |
| Change Management : 22-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| RekYC_MCC change requests | The MCC change requests raised by the Re_KYC with the tag "Dormant merchant disablement" should be processed for the MCC changes | SRT | Link | 22 April '25 |
| Change Management : 18-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Manage Teams - Re-iteration | It is important to check the role of a Merchant(person interacting) while assisting a query | All POD | Link | 18 April'25 |
| Change Management : 17-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| SPR_Website API Keys | It is Mandatory for SPR to run AAB and paste the AAB code for all cases where Website API keys are to be granted | SPR | FYI | 17 April'25 |
| Change Management : 15-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Manual Re-KYC | - 182 MID's are whitelisted for Manual Re-KYC - When these merchants reach out to support team for queries regarding Re-KYC: a) Basic queries - To be handled by Biz Ops b) For actions on the Re-KYC cases further, to be transferred to - CS_SPR Note: The KB article outlines which queries should be handled by the Biz Ops team and which ones need to be transferred to the respective teams | Post Onboarding | KB article | 15 April'25 |
| Change Management : 11-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Bank details for HUF | Cases where the beneficiary name does not match the HUF name on the HUF deed/PAN. Based on the scenario (Defined in the article in detail with an example) - Procure GST or - Procure an undertaking | All teams | KB article | 11 April'25 |
| 6540 - Wallet top up | Effective today (11 April'25) no MID's will be mapped under 6540 - MCC for these merchants to be assigned based on the business | All teams | KB article | 11 April'25 |
| Change Management : 10-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| CB merchant flag | CB merchant flag stands for "Cross border" merchant - Case needs to be transferred to CB team on freshdesk - Group name on FD - Money Saver Cross Border | All teams | KB article | 10 April'25 |
| Swiggy offer & ICICI Saved Card Offer | - Swiggy - Rs.100 off coupon for their next Instamart order - ICICI Saved Debit Card : Offer 1 - Rs.200 Amazon Gift Card || Offer 2 - Rs.100 Amazon Gift Card | All teams | KB Link | 10 April'25 |
| Change Management : 9-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Pricing Breakup on SAV | Pricing breakup option at a Transaction Level made available on SAV | Post Onboarding | NA | 9 April'25 |
| New Features Added | We have added 2 new features to the list | Post Onboarding | KB link | 9 April'25 |
| Dormant Account | - Live will be disabled for all merchants who had not requested for Extension or Transacted by 10th April'25 - Dormant flag will be removed for all Transacted merchants - SAV identifier will be available for all users who has requested for Extension | Post Onboarding | KB Link | 9 April'25 |
| Change Management : 8-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Dormant Users - Last day | - Dormant users can request for extension or initiate a successful transaction on or before 8th April'25 in order to keep the account active - No extension request will be accepted post 8th April'25 - For merchants reaching out post the timeline will have to complete ReKYC & cases should be parked to Rejected FOH Release | Post Onboarding | KB Link | 8 April'25 |
| Change Management : 7-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
Revised Comms on - App Whitelisting | Revised communication has been sent to ~1k users who had received incorrect communication asking to whitelist the App URL | Post Onboarding | KB link | 7 April'25 |
| Dormant User | Merchants for whom Dormant communication is sent will be allowed to transact or request for extension until the end of 7th day Post which, we will allow the merchants to go via Dormant Re-KYC flow | Post Onboarding | KB Link | 7 April'25 |
| Finance SOP | Updated SOP for Finance Related Concerns has been updated | Post Onboarding | KB Link | 8 April'25 |
| Change Management : 4-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Assisted Merchant Flag on Admin DB & CMMA | - Going forward we will be able to view the flag called "Assissted Merchant" for POS only merchants | POS / Omni | KB link | 4 April'25 |
| Website Whitelisting + App SDK Update - Revised Communication | - For the merchants who have received incorrect communication, request them to ignore the same | Post Onboarding | KB link | 4 April'25 |
| IDfy - New UI | - IDfy new UI will be ramped up to 100% to all the teams across CS | All teams | FYI | 4 April'25 |
| Change Management : 3-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Undertaking letter | Handwritten undertaking letter - Under the business name and has seal / signature on it - Proceed further | Activations + SRT | KB article | 3 April'25 |
| Next Big Thing | - New budding startup merchants will have a option to post their advertisements on the Digital billboard mounted on Razorpay - Koramangala building - Merchants can raise this request by filling the form : ? https://razorpay.com/m/next-big-thing/ - Merchants who gets shortlisted will have their advertisement posted in a Quarterly manner | All teams | KB Link | 3 April'25 |
| Change Management : 1-April'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Website Whitelisting + App SDK Update | Comms sent to around 5K merchants to whitelist the app URL via which payment is collected & to update their app SDK - Transaction via Non-Whitelisted Apps - Updated SDK File : - Updated SDK File+Transaction via Non-Whitelisted Apps If the resepctive actions are completed by 24th April'25 -Payments via app will start to fail | Post Onboarding | Link | 1 April'25 |