The article consists of the roll outs as a part of the change management updates
| Change Management : 02-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Enterprise Support : CT to SRF | Enterprise Support will create a CT to SRF for Bulk Requests Handling | Enterprise Support SRF | Link | 3-June-2025 |
| BSO : CT process to Checkers : 24 hours to 4 hours | BSO will create child ticket to checkers post 4 hours of workflow not being actioned. | PostOnboarding | Link | 3-June-2025 |
| Billing lable Change to be parked to Banking Ops | Agents to park the unreg billing label change requests to Banking Ops moving forward | PostOnboarding | Transfer of ticket to BO How to update the billing label? | 3-June-2025 |
| Bundle Pricing FAQ | FAQ and SOP Scenarios added for Bundle Pricing | PostOnboarding | Link | 3-June-2025 |
| Multi verticals | Please note that the "multiple_verticals" tag will no longer be used moving forward. We have scrubbed all existing instances of this tag from the relevant SOPs. Kindly ensure that this update is followed. | PreOnboarding | Maker SOP Checker SOP SPR maker | 3-June-2025 |
| Change Management : 04-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Handling terminal lavel MCC edits for recurring and offline requests | 1. Recurring Terminal Handling Process Update: Going forward, we will not be disabling recurring terminals upon merchant confirmation. Instead, we will follow the revised process below: * For the scenario of existing mandates, upon receiving merchant confirmation, and no mandates we will first attempt to edit the MCC on the recurring terminal via DMO. * If the DMO edit attempt fails, we will procure a backup rzp_apb recurring terminal and subsequently disable the existing one. * In the case of any issues with regards to these, please reach out to Revanth Murugan and Abhishek A Chowdhary 2. Verification of Offline MCC Edits: In cases where offline terminal-level MCC edit requests have been raised and the Banking Ops team confirms completion of the edits on their end, SRT agents must validate that the intended MCC is reflected at the terminal level before proceeding further. | SRT | FYI | 5-June-2025 |
| Change Management : 05-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| WOC status for signup issues | Going forward, when a merchant reaches out with an issue during signup and we require a screen recording or screenshot to proceed, the ticket should not be marked as resolved. Instead, please mark such cases as "Waiting on Customer" until the merchant shares the requested details. Once the screen recording or screenshot is received and reviewed: If further action is required from the tech team, park the ticket to Tech. If the issue is resolved post review, mark the ticket as Resolved. | Pre-Onboarding | FYI | 6-June-2025 |
| Change Management : 06-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Live Chat Handling Protocol | Do not proactively offer a call to the merchant. A call should be initiated only if the merchant explicitly requests for one. If a call is connected, do not inform the merchant that the chat will be closed because you're now on a call. The chat must remain open and should only be closed or moved to another status based on the outcome of the call discussion. | Chat | FYI | 7-June-2025 |
| Change Management : 10-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Policy change - Sexual wellness products | Moving forward, we will be performing only the following checks for merchants dealing in sexual wellness products: 1. The merchant must operate through a valid website or a listed app. APK files are not permitted. 2. Individual merchants and KLA merchants (PL/PP only) are not allowed. 3. The website or app must include a consent mechanism confirming that the user is above 18 years of age (e.g., “I confirm that I am above 18 years of age”). | PreOnboarding + SPR + SRT | KB LInk | 11-June-2025 |
| Change Management : 11-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Fee Bearer : Check the specific Features > Take confirmation and then change the Fee bearer | When a customer requests to switch to the Customer-bearing model check for any non-supported features on their account. If found, list them clearly and take explicit consent for only those features. Avoid generic communication—ensure the message references only the relevant features. | Post Onboarding | Link | 12-June-2025 |
| Change Management : 12-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Website vintage check is removed | Going forward, website vintage will no longer be a criterion for any sub-category during review. | All | KB Link 1 KB Link 2 | 13-June-2025 |
| Religious items | As of now individuals merchants aren't allowed to sell religious items. Going forward, we can allow individuals as well to sell religious items (eg: dhoop, idols etc.,) but not precious stones (Eg: ruby, sapphire, emerald etc.,) | All | KB Link | 13-June-2025 |
| Change Management : 13-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Calling SOP - Incoming Call Barred | Number Barred or Incoming call blocked or Invalid number - 2nd attempt to be made immediately if alternate number is available on the ticket/website/AD (Alternative no. callback SOP). If number not available raise NC mentioning failed attempt to connect via call (number attempted on to be mentioned on the NC sent). | Pre-Onboarding | KB Link | 14 Jun 2025 |
| Repeat Count & Summary in Chat | To enhance context and improve issue resolution in ongoing conversations, we’ve introduced two new features within the chat interface: Repeat Count: Displays the number of times the merchant has reached out prior to the current chat. This helps agents identify repeat cases quickly and handle them with better empathy and efficiency. Chat Summary: Offers a brief overview of interactions from previous chats. While this provides helpful context, it is not the single source of truth. Agents are still expected to review the complete chat history to fully understand the case and ensure accurate resolution. | Chat | NA | 14 Jun 2025 |
| Services >> Stenographic or secretarial support | Since "Stenographic or Secretarial Support" is a whitelisted business category, MIDs under this category should no longer be parked to Risk for review. Agents can directly proceed with the account review and verification process. | Pre-Onboarding | NA | 14 Jun 2025 |
| Change Management : 18-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Handling Hindi Language Requests in Chat | When a merchant joins the chat and requests to converse in Hindi or mentions they are not comfortable communicating in English, agents should respond with the following: “We currently don’t support Hindi over chat. However, you can select the Hindi language option in our ‘Click to Call’ feature, and one of our agents will call you back shortly to assist you in Hindi.” | Chat | NA | 19 Jun 2025 |
| FSSAI not required for merchants operating as a platform for delivering food and not involved in the preparations | As per the current SOP/AAB, merchants though operating as a platform for delivery of food and not in the preparation is mandated to share the FSSAI license. Going forward this document is not required. | Pre-Onboarding | NA | 19 Jun 2025 |
| Change Management : 19-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Auto-Application of Business Offer | Business offers will no longer be auto-applied on the checkout page 1. Manual Offer Application for Business Rewards - Business offers will require explicit customer selection/application - Non-business offers (TPAP/Banks) will continue to auto-apply as is 2. Enhanced UX Elements - Clear visual confirmation when a business offer is applied with explicit messaging of the benefit that will be delivered - Nudges to get the customer to apply the offer in case business offer is the hero offer and is not selected by the customer 3. Nudge Implementation - One time nudge if user proceeds to payment without applying an eligible business offer - No auto application when the customer manually removes the offer | Chat | Link | 20 Jun 2025 |
| Change Management : 20-June'25 | ||||
| Topic | Details | POD | SOP Link | Effective Date |
| Sale of cigarette lighters | The sale of cigarette lighters is now allowed. Merchants selling lighters—whether as part of a broader catalog or as standalone items—can be onboarded. | PreOnboarding + SPR + SRT | FYI | 21 Jun 2025 |
| Handling of Branded Product Sales by Unregistered Merchants | Merchants (registered or unregistered) selling genuine branded products can now be onboarded. However, they must provide bulk purchase invoices for verification. This applies to both PL/PP and website-based merchants, regardless of registration status. | PreOnboarding + SPR + SRT | FYI | 21 Jun 2025 |