Onboarding Issues

1. Mobile Number Mismatch Issues

Step 1: Acknowledge and Verify Policy

• Acknowledge the customer's concern about the mismatch error.

Step 2: Explain the Mandatory Requirement

• Clearly state that the mobile number used for the SuperCard application must meet three mandatory requirements:

  1. It must be the number linked to the super.money account.

  2. It must be the number linked to the customer’s Aadhaar.

Step 3: Provide the Actionable Resolution

• Resolution: Instruct the customer to update their Aadhaar with the mobile number currently linked to their super.money app. Once the Aadhaar update is complete, they can reapply for the card.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand you are facing a mobile number mismatch error with your SuperCard application.

To fix this, please update your Aadhaar with the mobile number linked to your super.money app. Once your Aadhaar details are updated, you can then try applying for the card again.

We appreciate your understanding in this regard.

Best regards,

super.money Support Team

Freshdesk Taggings

2. Aadhaar & PAN Name Mismatch

Step 1: Acknowledge and State the Problem

• Inform the customer that a mismatch between the name on their Aadhaar and PAN is preventing the application from proceeding.

Step 2: Provide the Mandatory Resolution

• Resolution: Advise the customer that they must update their name on either their PAN card or Aadhaar card to ensure complete consistency between the two documents.

Step 3: Explain the Necessity

• Explain that this consistency is a mandatory requirement for verification and compliance, and it will streamline the application process once corrected.

Example Template:

Dear [Customer Name],

Thank you for reaching out to us and raising this concern.

We've found a discrepancy between the name on your Aadhaar card and your PAN card, which is unfortunately preventing us from proceeding with your SuperCard application.

To resolve this issue and ensure a smoother experience, we kindly ask that you update your name on either your PAN card or Aadhaar card to make sure they match perfectly.

Once the name is consistent on both documents, you can restart your application.

We appreciate your understanding and are here to help with any further questions.

Best regards,

Super.money Support Team

Freshdesk Taggings:

3. Unable to Edit Deposit Amount

Step 1: Acknowledge and State the Policy

• Acknowledge the customer's concern about changing the amount.

• Inform the customer that editing the deposit amount after clicking "Proceed" is not allowed for security reasons.

Step 2: Provide the Flexible Resolution

• Resolution: Reassure the customer that they can change their credit limit later at any time.

• Instructions: Explain that they can increase their limit by making additional deposits or decrease their limit by withdrawing existing deposits.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand you wish to edit the deposit amount for your SuperCard.

Unfortunately, for security reasons, we do not allow editing the deposit amount once you have clicked “Proceed” on the application screen.

The good news is that you can definitely increase or decrease your credit limit later at your convenience by making or removing additional deposits.

We appreciate your patience and understanding in this regard.

Best regards,

Super.money Support Team

Freshdesk Taggings

4. Unable to Change Application Details (Name, Address, etc.)

Step 1: Acknowledge and State the Policy

• Inform the customer that no changes can be made to the application once the details have been filled out and submitted.

Step 2: Explain the Outcome

• Inform the customer that if the Video KYC (VKYC) fails due to incorrect or mismatched information, their application will be rejected.

Step 3: Provide Reapplication Option

• Resolution: Advise the customer that they will be eligible to reapply for the card after a waiting period, which is dependent on the bank’s internal policies.

Agent Communication Template

Dear [Customer Name],

Thank you for staying connected with us. We understand your concern regarding the need to update your application details.

Please be informed that once you have filled out and submitted your application, no changes can be made to fields like your Name, Mother's Name, or your Address.

If your Video KYC (VKYC) is unsuccessful due to this incorrect information, your application will be rejected. You will then be eligible to reapply for the card after a waiting period, which is determined by the bank’s policies.

Thank you for your understanding.

Best Regards,

super.money Support Team

Freshdesk Taggings

5. Requests to Cancel superCard Application

Step 1: Acknowledge and State the Policy

• Acknowledge the customer's request to cancel the application.

• Inform the customer that the SuperCard application cannot be canceled once it is initiated from our end.

Step 2: Explain the Automatic Outcome

• Resolution: Reassure the customer that the application will be automatically rejected within a few days if they do not complete the process (e.g., if they stop at the VKYC stage or do not submit required documents).

• Advise the user to simply ignore the application status.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand you wish to cancel your SuperCard application.

We regret to inform you that the application cannot be canceled from our end once it has been initiated.

However, if you do not complete the remaining steps, the application will be automatically rejected within a few days. You may simply ignore the application status.

We appreciate your kind understanding in this regard.

Best Regards,

super.money Support Team

Freshdesk Taggings

6. Aadhaar/PAN Mismatch - If the User says all the details are Correct.

Step 1: Acknowledge and Verify Customer's Claim

• Acknowledge the customer's frustration that they are still receiving a mismatch error despite confirming their documents are correct.

Step 2: Collect Mandatory Details

• Inform the customer that to escalate the issue, the agent needs to verify the data.

• Collect the full name (as per PAN), registered mobile number, and a clear screenshot of the error message.

Step 3: Escalate to Upswing

• ACTION: Create a ticket and immediately raise the issue on the Upswing CS portal.

Step 4: Communicate the Escalation

• Inform the customer that the issue has been escalated to the bank’s team for investigation.

• Provide the customer with the steps to check the ticket status in their super.money app.

Example Template

Dear [Customer Name],

Thank you for confirming that your documents are correct. We understand how frustrating it is to receive a persistent error.

We have escalated this specific issue to our banking partner for investigation. We are asking them to manually check the validation failure.

You can track the progress of your ticket directly within your app:

1. Go to 'Profile' > 'Help & Feedback'.

2. Click on 'View Tickets'.

3. Select 'Utkarsh Bank SuperCard' to see the status.

We appreciate your patience while the bank resolves this technical error.

Best regards,

super.money Support Team

Freshdesk Taggings

7. Application Rejected by Bank

Step 1: Acknowledge and State Policy

• Acknowledge the customer's concern about the rejection.

• Clarify that the onboarding decision is made solely by the bank based on their internal policies and eligibility checks.

Step 2: Explain Lack of Detail

• Inform the customer that the rejection is not personal but part of the bank's standard procedure.

• State that we do not have access to the detailed reasons for the decision, as it is governed entirely by the bank’s internal guidelines.

Example Template

Subject: Regarding your Utkarsh SuperCard Application Status

Dear [Customer Name],

Thank you for reaching out to us. We understand your concern regarding the rejection of your SuperCard application.

We’d like to clarify that the final decision regarding onboarding is taken solely by the bank based on their internal policies and eligibility checks.

Please note that this decision is not specific to you personally, but is in line with the bank’s standard onboarding procedures. We unfortunately do not have access to the detailed reasoning behind this decision, as it is governed entirely by the bank's internal guidelines.

We truly appreciate your understanding in this matter. Please feel free to reach out to us if you have any other queries—we’re here to help.

Best Regards,

super.money Support Team

Freshdesk Taggings

8. Card Delivered - App Status Pending

Step 1: Acknowledge and Verify Delivery

• Acknowledge the customer's query and confirm they have the physical card via call.

• Inform the customer that the delay is usually a temporary bank processing delay (which often resolves itself within 72 hours).

Step 2: Escalate for Manual Update

• ACTION: If the customer is contacting you after the expected delay period, immediately raise a ticket on the Upswing CS portal.

• Agent Note: State clearly that the Card Has Been Physically Delivered and request the bank to manually push the card status update to the app.

Step 3: Communicate the Escalation & Timeline

• ACTION: Inform the customer that the issue has been escalated to the bank’s technical team.

• Provide the TAT: Advise the customer that the bank will provide an update or resolution within 48 hours.

Agent Communication Template

Dear [Customer Name],

Thank you for letting us know you have received your physical card! We apologize that the status is not yet updated in the app.

We have raised a high-priority ticket with the bank (Upswing) to manually resolve this status mismatch and update your card details in the app.

You can track the progress of this internal ticket directly within your app under Profile > Help & Feedback > View Tickets.

We will provide you with a final update within 48 hours.

Best regards,

Super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”