This article will consists of all updated shared for the month of May'25
| Change Management : 28-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Re-iteration - re-KYC | If a merchant has queries related to re-KYC, do not advise them to ignore the communication. Instead, refer to the SOP for the relevant FAQs and their responses. | Post Onboarding | KB Link | 28 May'25 |
| Insights | Alerts on SAV have been created for eligible merchants. The Google Form link to collect merchant feedback is now available in the SOP. | Post Onboarding | KB Link | 29 May'25 |
| Change Management : 27-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Insights | Insights is a Razorpay feature that provides data-driven infographics for smarter business decisions. | Post Onboarding | Link | 29 May'25 |
| Change Management : 22-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Feature Addition by BSO | - Subscription and Charge at will be handle by BSO - Added fearures that can be added only by Banking Ops | Post Onboarding | Link | 21 May'25 |
| Finance Scenario Addition | - Pricing concerns related to Partnership Merchants to be transfered to Partnership Team - UPI -QRv2 will be charges 0.99% if there is no default pricing | All PODs | Link | 21 May'25 |
| Bundle Pricing | - Merchants will have an option to choose a specific pricing plan while onboarding with Razorpay - This can be availed via Subscription where merchants can opt be make the payment on a monthly/yearly basis - These plans also come with certain benefits - Admin Dashboard will have an identifer which will provide the Subcription details if the merchant has opted for the same | All PODs | Link | 21 May'25 |
| MRC & PC - Discontinuation | - We will no longer use MRC & PC as a Ticket Status - All such use cases will be parked under Waiting on Customer - For merchants requesting for callback beyond 3 days of contacting advise them to reach out closer to their preferred callback date for assistance. Status of the ticket to be Closed | BSO | Link | 21 May'25 |
| Cross Border - reiteration | Cross border queries will be handled as BAU & only queries pertaining to Cross Border activation where the activation form status is >85% will be parked to cross border team | All PODs | KB LInk | 22 May'25 |
| Change Management : 23-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| GST Related Issues | For merchants complaining that their Invoice is not reflecting in GST Portal / Invoice not generated by razorpay, ensure to transfer the cases to Tech Team and not Finance Team | Post Onboarding | GST Issues : Link Invoice Not Generated: Link | 24 May'25 |
| Change Management : 26-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Reiteration: NC on Bank account | If bank account verification fails, request for Video of cancelled cheque/Letterhead from bank manager via NC. Refrain from using 30 sec video | Pre-onboarding | KB Link | 26 May'25 |
| Rize Merchants | For queries related to Rize, highlight it to respective team leads who can further take it up with Salil | Post Onboarding | NA | 26 May'25 |
| Change Management : 16-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Introducing " Razorpay Home" tab in merchant dashboard | We have introduced a new tab on the top navigation panel of the merchant dashboard called "Razorpay Home" which would contain quick insights like payment insights, critical actions to be performed etc | All PODs | Screen shot | 16 May'25 |
| Change Management : 19-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| VCIP link regeneration | Reach out to Rishikesh Agarwal or VCIP team to regenerate the VCIP link. The link will be added in the ticket by VCIP team. | All PODs | KB Link | 19 May'25 |
| Change Management : 20-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Feature addition | CS can proceed to enable all features on merchants account, except those that have a pricing impact. | Post Onboarding | KB Link | 20 May'25 |
| Change Management : 15-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Message after VoiceMail tone | When customers are not reachable & the call is directed towards Voice mail, ensure to use the below script before call is disconnected. "Hello, this is [Agent Name] from Razorpay. We’re reaching out regarding your concern about [specific issue]. Since we couldn’t connect, please reach out to us via our help section at your convenience. We’re happy to assist. Thank you!" Note: There is no change to the frequency of calling and we will be leaving voice message on all attempts if the call is redirected to a voicemail | All PODs | Makers & Checkers - Outbound Calling SOP -------------------------------------------- WOC Process [MRC-PC] | 16 May'25 |
| Change Management : 14-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Expiry on Dynamic QA | If any merchant reaches out regarding the communication received on expiry of dynamic QR, 1. Request them to make the changes to their Dynamic QR expiry to 2 hours if their Dynamic QR expiry is not set or set to more than 2 hours. 2. If the same is not done by 30th May'25 - Razorpay will default move the expiry timeline to 2 hours. 3. Any payment made after 2 hours will be automatically refunded. | Post Onboarding | KB Link | 14 May'25 |
| Change Management : 13-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| New disposition | If the MX requests to speak in a different language, select the "Different Language Call Request" option in the disposition. Then, choose the requested language and ensure the call is assigned to an agent who supports that language. | All PODs | WOC Process _______________ Outbound Calling SOP | 14 May'25 |
| New UI when assigning Pricing Plan | Assign the new pricing plan on SAV which will create a workflow. Note: Ensure to choose "Standard Pricing" and ignore "Special Pricing" for now. | Post Onboarding | KB Link | 14 May'25 |
| Re-iteration : Risk tag for Suspension on merchant request | Do not choose any risk tag for suspension on merchant request | Post Onboarding | KB Link | 13 May'25 |
| Change Management : 12-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
Release merchant funds | We will be following the SOP For Release merchant fund requests raised by the merchant requesting for the release of funds | Pre Onboarding + SPR | Link | 12-May'25 |
Dormant Account | - Live will be disabled for all merchants who had not requested for Extension or Transacted by 12th 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 | 12-May'25 |
| Change Management : 9-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Listed and unlisted company validation | Agents must check the CIN and the Certificate of Incorporation on the MCA portal. If the CIN starts with "U" or "L" and doesn’t match the certificate, the agent should collect a board resolution from the merchant confirming that the CIN has changed and that the company is listed. The board resolution must be: * On the company’s letterhead * Signed and sealed by the directors verifiable on the MCA portal Also, a screenshot from the MCA portal showing the updated CIN and company details must be uploaded to the dashboard. Note: Activation can only continue once both the board resolution and the MCA screenshot are uploaded to the dashboard. | Pre Onboarding + SPR | Link | 9-May'25 |
| Additional document procurement for BBPS merchants | While aligning the MCC 4900/4814/4784, the agents must check for the following scenarios and collect the additional documents accordingly: Scenario 1: The merchant is providing the services directly: 1. Confirmation of the use case over a BR/Undertaking (as per the business type) 2. BBPOU certificate/license. Scenario 2: The merchant is providing services by the third party: 1. Confirmation of the use case over a BR/Undertaking (as per the business type) 2. Signed copy of the service level agreement with the third party BBPOU 3. Agent ID Note to agents: The agent ID will be issued by the BBPOU to the merchant. Example format: OU01OU02INT000000001 | Pre Onboarding + SPR + SRT | Utilities Transport | 9-May'25 |
| Change Management : 8-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Website Updates via Admin Dashboard | Refrain adding website on behalf of the merchant via Admin Dashboard Edit Merchant > Website | Post Onboarding | Link | 12 May'25 |
| Change Management : 7-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Emerging Business - 3P Routing | Funds have been placed on hold for all Emerging Business users who could not be contacted during the communication outreach. If such merchants reach out, explain the reason for FOH & transfer the case to Emerging Ops | Post Onboarding | Link | 8-May'25 |
| Dormant Merchant - Pre-activation | For merchants who are Dormant & account not fully activated, park the cases to Reject FOH Release for activation | Pre-Onboarding | Link | 8-May'25 |
| Change Management : 6-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Cross Border | Cross border queries will be handled as BAU & only queries pertaining to Cross Border will have to be parked to CB team Queries based on FIRS, FIRC, Settlements, Refunds and Transactions will have to be transferred to Money Saver Cross Border | All PODs | Link | 6-May'25 |
| Change Management : 5-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Donation Merchant | Section 12AB registration (Form 10AC/10AD) to be accepted along with Section 12A/12AA/12AB for donation merchant onboarding, as per updated Income Tax regulations. | PreOnboarding + SPR + SRT | Link | 5 May '25 |
| Magic Checkout | Magic checkout can be enabled only for 1 website of a merchant account | Post Onboarding | Link | 5 May '25 |
| Change Management : 2-May'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Feature List Updated | New list of features added to the list where BSO can add without Sales intervention | Post Onboarding | Link | 2 May'25 |