Referral Streak Data Capture Issue

SOP Update: Referral Streak Data Capture Issue

Links:

• Metabase to check Card and Referral Attribution

1. Scenario Identification

This workflow applies only when a user claims they have not received their Referral Streak cashback despite their friend (the referee) successfully completing a transaction.

2. Verification Checklist

Before escalating, agents must verify the following two timestamps via the internal database or Metabase:

• Link Click Time: When did the referee click the referrer’s unique link?

• Transaction Time: When did the referee complete their first successful transaction?

3. Eligibility Condition

The case is eligible for escalation ONLY IF:

• The referee’s first transaction occurred within 24 hours of clicking the referral link.

• The Referrer’s account shows no cashback credit for this specific referral.

4. Action Plan

• Internal Action: Raise a Child Ticket.

• Required Info: Referrer ID, Referee ID, Link Click Timestamp, and Transaction Timestamp. It is mandatory to add these details in the Private Notes.

• User TAT: Inform the user that an update will be provided within 2 working days.

Email Template for Affected Users

Dear User,

Thank you for reaching out to us regarding your Referral Streak cashback. We understand you're waiting for your rewards after successfully referring a friend.

We have reviewed your referral details. To resolve this, we have escalated it to our internal team for manual verification of the transaction and the reward credit.

What happens next?

• Timeline: Please allow us 2 working days to complete the internal verification.

We apologize for this inconvenience and appreciate your patience while we check this for you.

Regards,

super.money Support Team

• Taggings to be used for UPI Referral Reward:

Manual Credit Process for Referral Streak Bug (This is Resolved) Do Not Follow

1. Reward Valuation Logic (One-Time Adjustment)

Due to the data capture error, we are simplifying the manual credit to compensate users for the inconvenience:

• 1st Failed Referral in Streak: ₹50 (instead of standard ₹10)

• 2nd Failed Referral in Streak: ₹90 (instead of standard ₹20)

2. SME Workflow: Validation & Compilation

The SME is responsible for vetting the child tickets raised by agents.

1. Ticket Review: Consolidate all child tickets tagged with .

2. Data Verification: Confirm that the referee transacted within 24 hours of the link click and that the referrer has zero credit for that specific referee.

3. Sheet Preparation: Maintain a "Manual Credit Master Sheet" with the following headers:

   • Referrer Mobile | Referrer User ID | Referee User ID | Streak Level (1 or 2) | Amount to Credit | Ticket Reference

4. Approval Request: Everyday by EOD, the TL must email this sheet to Peeyush for sign-off.

3. Product & Finance Workflow: Execution

1. Product Approval: Product (Peeyush) reviews the volume of impacted users and authorizes the credit via email.

2. Finance Credit: Once approved, Finance will process the amount as a "Manual Cashback Adjustment."

3. Status Sync: Finance/Product returns the sheet to the TL with a "Success/Fail" status for each User ID.

Refer & Earn Escalated Cases - Where No Attribution is Present in the Link

Links:

• METABASE LINK TO CHECK WHATSAPP TRIGGER

1. Core Policy & Guardrails

• Trigger: An agent has already checked the standard referral dashboard and found no automated backend association linking the Referrer and Referee.

• Goodwill Compensation Rule: Compensation can only be approved if there is digital intent/proof (such as a tracked invitation outbound check in Metabase) within a 24- 48-hour window of the Referee’s sign-up.

• Denial Rule: If no communication logs match the timeframe, the ticket must be resolved as denied. No compensation is authorized for unverified organic word-of-mouth installs.

2. Steps to Check if a Referrer has Sent a WhatsApp Message.

Step 1: Check Reference Data Coverage

• Verify if the customer has specified the exact Date and Time they shared the referral link or when their friend signed up.

Step 2: Handle Scenarios Based on Data Availability

• Scenario A: Date and Time are MISSING

  • Do not proceed with the backend check. Send the Probing Template immediately to request the exact date/time of the invitation or a screenshot of their invite message.

• Scenario B: Date and Time are AVAILABLE

  • Check METABASE LINK TO CHECK WHATSAPP TRIGGER

  • Look for: System-tracked triggers indicating the user initiated a referral share via WhatsApp or SMS.

Step 3: Final Disposition Logic

• If WhatsApp/System outbound intent is found: * This confirms tracking broke despite the user following the steps. Manually trigger a credit adjustment under "Goodwill Compensation - Referral Reward".

• If NO outbound log exists on those dates: * The user did not use the tracked platform link. Send the Denial Template and close the ticket.

3. Customer Communication Templates

Template 1: Probing For Details (When date/time is not available)

Dear User,

Thank you for reaching out to us. We would like to look into this and check on your missing referral reward.

To help our team pull the correct server logs, could you please reply to this email with:

• The approximate date and time you shared your referral link with your friend.

• The registered mobile number of the friend you referred.

• A screenshot of the invite message or invitation page from your device.

Once we receive these details, we will track this on priority for you.

Regards,

super.money Support Team

Template 2: Denial (When logs do not match)

Dear User,

Thank you for your patience while we completed a thorough log review of your account activities.

To qualify for the tracking reward, a referee must strictly install the app directly through an active link generated during your shared app session. Our backend verification systems could not find any active outbound link shares or system-tracked referral events initiated from your account to the referee during the specified period.

Because an automated installation link was not established at setup, we are unable to process a manual reward credit for this instance. We encourage you to ensure your friends click your direct link uninterrupted for all future invitations.

Regards,

super.money Support Team

Taggings to be used for UPI Referral Reward:

SOP Update: Referral Reward Not Received (15 July 2026)

Step 1: Verify Referral Status

• Condition Check: Verify if the link ATTRIBUTION is successfully captured between the referrer and the referee.

• If attribution is NOT captured, this SOP does not apply (route to standard "No Attribution Found" SOP above).

Step 2: Check the Referee's First Transaction Timeline

• Locate the exact timestamp when the referee clicked the unique referral link.

• Locate the exact timestamp of the referee’s very first successful transaction on the app.

• Calculate the delta: Check if the first transaction was completed within 10 minutes of clicking the referral link.

Step 3: Action & Exception Routing

• Scenario A: Transaction completed WITHIN 10 minutes Due to rapid transaction patterns, the script might have missed triggering the automated payout. As a valid exception clause, follow the escalation protocol:

  1. Create an internal Child Ticket assigned to the payment/rewards desk.

  2. Inform the customer of the investigation update and apply the standard timeline.

  3. Change the ticket status to Waiting on Internal.

• Scenario B: Transaction completed OUTSIDE the 10-minute window Standard rules apply. Inform the user that the milestone criteria were not met within the activation timeframe.

2. Customer Communication Email Template

Hi [Customer Name],

Thank you for reaching out to super.money support regarding your missing referral reward. I understand it is frustrating to successfully invite your friend and not see the bonus reflect in your account right away, and I am sorry for the confusion caused.

Because your friend completed their first transaction immediately after using your link, I have raised a escalated this to our internal team.

• Resolution Timeline: Please allow us up to 2 working days to complete this system update and get back to you with a resolution.

Your ticket has been placed on a brief internal hold while we process this. You do not need to take any action right now, and I will message you right here the second the team updates the credit log!

Best regards,

super.money Support Team