Gift Card Redemption Issues

Gift Card Creation Pending

1. Identification & Probing

• Scenario: User reports that a purchased Gift Card code was not received via WhatsApp or Email.

• Mandatory Probing: Agents must request the following details from the user:

  • Registered Mobile Number.

  • Order ID/Transaction ID.

2. Verification Steps (Metabase)

Access the Metabase Gift Card Dashboard using the Order ID to verify:

• GC Status: Check if the status is Success, Failed, or In_Progress.

• GC Details: Confirm the Brand Name and Amount.

• Timestamp: Identify the exact time of payment to calculate the Turnaround Time (TAT).

3. Execution Logic

• Scenario A: Within TAT (Under 24 Hours)

  • If the status is In_Progress and the 24-hour window has not passed, inform the user that the code is being generated by our partner, Gyftr.

  • Advise the user to check the 'Purchase History' in the Rewards section periodically or inform them to wait for the WhatsApp Message with the GC details from our Partner.

• Scenario B: TAT Breached (Over 24 Hours)

  • If the code is still not delivered after 24 hours, raise a Child Ticket to the Rewards/Technical team for manual intervention.

  • Inform the user that the case has been escalated for a resolution within 2 working days.

Email Response Template: Within 24-Hour TAT

Dear User,

Thank you for reaching out to super.money.

We have verified your purchase of the [GC Brand Name] Gift Card worth ₹[Amount]. Our records show that the gift card generation is currently in progress with our partner, Gyftr.

Please allow up to 24 hours from the time of your transaction for the code to be delivered via WhatsApp and Email. You can also view your code directly in the app:

1. Go to the 'Rewards' section.

2. Tap on 'My Gift Cards' or 'Purchase History'.

We appreciate your patience while your reward is being finalized.

Regards,

super.money Support Team

Freshdesk Taggings

• L1: superRewards

• L2: Gift Card - Pending

• L3: Within 24 hours

• Status: Waiting on Internal

Template 2: TAT Breached (Escalation)

Dear User,

We sincerely apologize for the delay in receiving your [GC Brand Name] Gift Card code.

Since the standard delivery window has passed, we have escalated your request to our internal team to ensure the code is issued immediately.

We expect to provide you with a final update on the gift card details within the next 2 working days. We thank you for your continued patience as we resolve this for you.

Regards,

super.money Support Team

Freshdesk Taggings

• L1: superRewards

• L2: Gift Card - Pending

• L3: Post 24 hours

• Status: Waiting on Internal

Gift Card (GC) Creation Failed

1. Identification & Verification

• Trigger: User reports an error during a Gift Card purchase or a "Failed GC Creation" status in their history.

• Step 1: Ask the user for their Registered Mobile Number or Order ID.

• Step 2: Access the Metabase Gift Card Dashboard.

• Step 3: Confirm the GC Status. Proceed with this SOP only if the status is explicitly marked as Failed.

2. Resolution Protocol

If the Metabase status confirms a failure, the agent must inform the user of the dual-refund process:

• Cashback Refund: Any cashback "swiped" or redeemed for the transaction will be credited back to the user’s super.money rewards are balanced immediately.

• Payment Refund (UPI): The remaining balance paid via UPI will be refunded to the user’s original bank account within 5–7 working days.

3. Agent Action

• Internal Check: Verify if the "Immediate" cashback refund has already reflected in the user's history. If not, inform the user to wait for 72 hours for the cashback to reflect in the ‘Rewards’ Section.

• Communication: Use the template below to set clear expectations regarding the bank refund timeline.

Email Response Template: GC Creation Failed

Dear User,

We apologize for the inconvenience, but it appears your attempt to purchase a [GC Brand Name] Gift Card worth ₹[Amount] has failed.

Please be assured that your funds are safe. Here is the refund schedule for your transaction:

• Cashback Refund: The cashback amount used for this purchase has been immediately credited back to your super.money rewards balance.

• Bank Refund (UPI): A refund of ₹[Refunded Amount] will be reversed to your original bank account ending in [Last 4 Digits] within 5–7 working days, depending on your bank's processing time.

• Please note that the refund will not appear in your super.money transaction history. Kindly check your [BANK NAME] bank statement or passbook to confirm the credit.

You can attempt the purchase again once the cashback is visible in your rewards section. If you do not receive your bank refund after 7 working days, please share a copy of your bank statement with us for further investigation.

Regards, 

super.money Support Team

Freshdesk Taggings

• L1: superRewards

• L2: Gift Card - Failed

• L3: Refund Initiated (Within 5-7 Working Days)

• Status: In_Progress

Email Response Template: Refund TAT Breached (>7 Working Days)

Dear User,

Thank you for your patience.

As it has been over 7 working days since your failed Gift Card purchase of ₹[Amount], we have formally escalated this matter to our partner, Gyftr, to investigate the delay.

Please note that since the transaction failed at the Gift Card generation stage, the refund is processed directly by Gyftr. We are currently awaiting their official status update and confirmation of the refund reference number.

Next Steps:

• We will notify you as soon as we receive a response from their team (typically within 24–48 hours).

• Once confirmed, the refund will be credited back to your source bank account. The refund will not reflect in your super.money transaction history. It will reflect directly in your bank account.

We apologize for this extended wait and are working to resolve this as quickly as possible.

Regards,

super.money Support Team

Freshdesk Taggings

• L1: superRewards

• L2: Gift Card - Failed

• L3: Refund Initiated (Post 5-7 Working Days)

• Status: In_Progress

Successful Payment, but Gift Card Not Received

1. Identification & Probing

• Scenario: User confirms they have "Swiped to Redeem" their cashback and completed the UPI payment, but the GC code is missing.

• Mandatory Probing: Ask the user for the following to locate the transaction in Metabase:

  • Registered Mobile Number.

  • Brand Name (e.g., Amazon, Flipkart, Myntra).

  • Transaction Date & Approximate Time.

2. Verification Steps (Metabase)

Access the Metabase Gift Card Dashboard and verify the following:

• GC Status: Confirm the status is marked as Success.

• Delivery Confirmation: Ensure the provider (Gyftr) has successfully generated a voucher code.

3. Resolution & Guidance

If the Metabase status is Success, inform the user that the code has been issued and can be accessed through two primary channels:

• Channel 1 (WhatsApp): Advise the user to check their WhatsApp for a message from our official partner, Gyftr. The code and redemption instructions are sent there instantly upon success.

• Channel 2 (In-App): Guide the user to the 'My Gift Cards' section within the 'Rewards' tab of the super.money app. All successfully purchased codes are archived there for 24/7 access.

• If the user says GC is not received:

  • Ask the user to wait for 24 hours to receive the GC. Within 24 hours, either it will be cancelled, or a GC will be issued.

  • If even after 24 hours the GC is not issued, create a child ticket and escalate it to the product team.

Email Response Template

Dear User,

Thank you for reaching out to us!

We have verified your transaction and are pleased to inform you that your [GC Brand Name] Gift Card purchase of ₹[Amount] was successful.

If you haven’t received the voucher code yet, please wait for 24 hours from the time of purchase. Within this 24-hour window, the transaction will either be fulfilled and a Gift Card issued, or it will be canceled and a refund initiated.

You can access your code via the following methods once issued:

• Check WhatsApp: Our partner, Gyftr, sends the Gift Card code and redemption steps directly to your registered mobile number.

• Check the App: You can view your code anytime within the super.money app. Simply go to Rewards > My Gift Cards to see the details of your successful vouchers.

If you still face any issues viewing the code in the 'My Gift Cards' section after 24 hours, please reply to this email with a screenshot of that page, and we will investigate further.

Regards,

super.money Support Team

Freshdesk Taggings

• L1: superRewards

• L2: Gift Card - Successful

• L3: GC Not Received

• Status: Resolved

Template 2: TAT Breached (Escalation)

Dear User,

We sincerely apologize for the delay in receiving your [GC Brand Name] Gift Card code.

Since the standard delivery window has passed, we have escalated your request to our internal team to ensure the code is issued immediately.

We expect to provide you with a final update on the gift card details within the next 2 working days. We thank you for your continued patience as we resolve this for you.

Regards,

super.money Support Team

Freshdesk Taggings

• L1: superRewards

• L2: Gift Card - Successful

• L3: GC Not Received

• Status: Waiting on Internal

Cashback Redemption – Unable to Redeem Cashback to Bank Account

Objective: To assist users who are asking why they cannot transfer/redeem their super.money cashback directly into their bank account and to guide them on how to use their cashback or unlock direct bank redemptions.

• Step 1: Identify the Query: The customer wants to withdraw/transfer their earned cashback directly to their bank account but cannot find the option, or receives a prompt to redeem via gift cards instead.

  • Validate the same in METABASE

• Step 2: Know the Policy Rule:

  • Direct-to-bank cashback redemption is currently only available to a select group of users.

  • All other users can instantly redeem their cashback balance for gift cards from top brands (e.g., Flipkart, Myntra, etc.).

  • Users can unlock direct bank transfers by applying for and receiving a superCard, superCard Pro, or Kotak811 superCard.

• Step 3: Explain the policy clearly using the response macro below and resolve the query.

2. Customer Response:

Hi [Customer Name],

Thanks for reaching out to us!.

Currently, direct-to-bank cashback transfers are only available to a select group of users as we roll out this feature in phases.

Here is how you can use your cashback today and unlock bank redemptions in the future:

• Redeem via Brand Gift Cards: You can instantly use your cashback balance to buy gift cards from top brands (like Flipkart, Myntra, ClearTrip, and more) directly inside the app!

• Unlock Direct Bank Transfers: If you would like to unlock the ability to transfer your cashback directly to your bank account, you can do so by getting a superCard, superCard Pro, or Kotak811 superCard.

Getting a superCard instantly unlocks the ability to send your cashback directly to your bank account. It also upgrades your wallet:

• superCard gives you a flat 1% cashback on your UPI spends.

• superCard Pro gives you a 3% cashback on UPI spends.

• T&C's Apply

You can check your eligibility and apply for a superCard right inside the super.money app!

Best regards,

super.money Support Team

Freshdesk Taggings

• L1: superRewards

• L2: Gift Card - General Queries

• L3: Need Cashback Instead of GC Option

• Status: In_Progress