Refund Issues

Utkarsh FD & Refund Management (Upswing & UTR Process)

1. Scope of Scenarios

This process applies to all Utkarsh refund-related issues where a customer is expecting a reversal, including but not limited to:

• Failed FD Payments: Money debited but FD not created.

• VKYC Expiry: Refunds triggered because the 3 working days Video KYC window expired.

• Application Rejection: FD refunds following a bank policy rejection.

• FD Withdrawal: Requests to pull back funds from an active or pending FD.

• Card Closure: Refunds issued after a superCard has been closed.

2. Operational Action Steps

When a customer reports any of the above issues, agents must perform the following actions immediately:

1. Ticket Escalation: Raise a formal ticket in the Upswing platform to notify the Upswing team.

2. UTR Documentation: Manually fill out the UTR Sheet with the specific transaction details (Transaction ID, Date, Amount, and Customer details).

3. Customer Advisory: Inform the customer that their request is being processed and ask them to wait for 48 hours for an update.

3. Communication & TAT Restrictions

To ensure accurate expectation management, the following communication rules are mandatory:

• No TAT Disclosure: Agents must not share any specific refund Turnaround Time (TAT) (e.g., "5-7 days" or "within a week") with the customer.

• Status Updates: Inform the customer that we are coordination with the bank and will provide the UTR (Unique Transaction Reference) as soon as it is available.

4. Resolution & Closure

• Monitoring: Agents are responsible for monitoring the UTR sheet for updates from the bank or finance team.

• Final Action: As soon as the UTR is updated in the sheet, share the UTR number with the user via the ticket/chat.

• Ticket Closure: Resolve the ticket only after the UTR has been shared with the customer.

5. Agent Response Template

"I understand you are waiting for your Utkarsh refund. I have initiated the internal process to track this for you.

We have raised a request with our partner bank to retrieve the specific transaction details. Please allow us 48 hours to provide you with an update. We are monitoring this closely and will share the UTR (reference number) with you as soon as it is generated by the bank.

Once you have the UTR, you will be able to verify the credit directly with your bank statement."

Refund - Before Card Issuance

1. Refund for Failed FD Creation (SuperCard)

Step 1: Acknowledge and State the Failure

• Verify in METABASE or Utkarsh Onboarding Journey from 14 Oct 2025 that the FD creation failed and that the standard refund TAT (typically 5-7 business days) has not been breached.

• Inform the customer that the FD creation failed due to a system issue (e.g., payment gateway failure, technical error) or use of an unsupported account type (e.g., PPI wallet, NRO account).

Step 2: Communicate the Automatic Refund

• Reassure the customer that their money is safe.

• Inform the customer that a full refund is automatically initiated by the bank/payment system.

Step 3: State the Timeline and Check Location

• Provide the timeline: The refund will be credited back to the customer's original source bank account within 5-7 business days (depending on the payment method).

• Crucial Note: Inform the customer that the refund will not reflect in the Super.money app transaction history; they must check their bank statement.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand that your Fixed Deposit payment was debited, but the superCard could not be booked.

We sincerely apologize for this inconvenience. Please be assured that your money is completely safe.

A full refund of [amount] has been automatically initiated due to the failure in the FD creation process. You can expect the amount to be credited back to your original source bank account within 5-7 business days.

Important: Please note that the refund will appear on your bank statement, not in your super.money app history.

Thank you for your patience.

Best regards,

super.money Support Team

Freshdesk Taggings

2. Refund for Failed FD Creation (Post-TAT)

Step 1: Verify Status and Timeline Breach

• Acknowledge the customer's frustration regarding the delay.

• Verify in METABASE or Utkarsh Onboarding Journey from 14 Oct 2025 that the FD creation failed and that the standard refund TAT (typically 5-7 business days) has been breached.

Step 2: Escalate and Confirm Action

• Reassure the customer that their money is safe.

• Inform the customer that since the timeline has been breached, the issue is being escalated internally for urgent processing.

• Raise the issue on Upswing.

• Fill the Upswing Ticket Form.

Step 3: Communicate the Final Resolution

• Set the Final Expectation: Inform the customer that the final resolution (confirmation of credit) will be provided within 48 hours after the escalation.

• Confirm Location: Reiterate that the refund will appear only on their bank statement.

Example Templates:

Dear [Customer Name],

Thank you for reaching out to us. We sincerely apologize that your refund for the failed Fixed Deposit of the amount [amount] has not been credited.

Please be assured that your money is completely safe.

We have successfully escalated this issue to the bank to ensure your deposited amount is refunded as quickly as possible. Request you to wait for 48 hours for an update

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

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

• Click on 'View Tickets' (in the top right).

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

Thank you for your continued patience.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

3. VKYC Failed/ Did Not Complete the VKYC within 3 working days/ Physical PAN not available.

Step 1: Verify FD & VKYC Status

• Access the Metabase or Utkarsh Onboarding Journey from 14 Oct 2025 to check the customer's application status.

• Validate that the Fixed Deposit (FD) has been successfully created.

• Check the status of the VKYC to confirm if it is incomplete or has failed.

Step 2: Communicate the Outcome & Timeline

• Inform the customer that their SuperCard application will be rejected automatically if they do not complete the VKYC within 3 working days of the FD creation.

• Explain the refund timeline clearly: The refund will be initiated after a 3-working-day period and will be credited to their source account within 3-5 working days.

Email Template: VKYC Failure & Refund

Dear [Customer Name],

Thank you for reaching out to us. We have checked your application status and see that your Fixed Deposit was successfully created.

As a mandatory step, you must complete the Video KYC (VKYC) within 3 working days of creating your FD. If your VKYC is not completed within this timeframe, your superCard application will be automatically rejected.

Once the application is rejected, the refund for your FD of [amount] will be initiated. You can expect the amount to be credited to your source account within 3-5 working days.

Once the refund is initiated, you can follow the below steps to track the progress and check your Refund UTR number directly inside the app:

• Open the super.money App.

• Click on the “superCard” tab.

• Click on “View Card” Details.

• On top right corner, click the (?) icon to view the RRN number.

You can use this UTR number to cross-verify the credit entry with your bank statement.

We appreciate your understanding.

Best regards,

super.money Support Team

Freshdesk Taggings

If Physical PAN is not available, use the following tags:

4. VKYC Failed/ Did Not Complete the VKYC within 3 working days/ Physical PAN not available. (Post TAT Breach)

Step 1: Validate Status and Timeline

• Action: Access the Metabase or Utkarsh Onboarding Journey from 14 Oct 2025.

• Validate: Confirm that the VKYC is marked as 'Failed' or 'Incomplete', and that the 3 working days deadline has been breached.

Step 2: Escalate Refund Issue

• Action: Since the TAT is breached, immediately raise a ticket on the Upswing CS portal to formally initiate the refund process.

• Fill the Upswing Ticket Form.

Step 3: Communicate with the Customer

• Action: Inform the customer that their application has been rejected and the refund process is underway.

• Instruction: Direct the customer on how to track the status of the escalation.

Follow-up on your Fixed Deposit Refund Delay TAT Breached.

Note: Send the below template if the user says refund not received even after 3 to 5 business days. If they do not see UTR in the link below, the escalate it to Upswing.

Dear [Customer Name],

Thank you for your patience. We understand that you are reaching out because you have not yet received the refund for your rejected Utkarsh superCard application, and the standard turnaround time of 3 to 5 business days has passed.

To check if your refund has already been cleared by our partner banking systems, please follow the steps below to view your account details directly inside the app:

• Open the super.money App.

• Click on the “superCard” tab.

• Click on “View Card” Details.

• On top right corner, click the (?) icon to view the RRN number.

What you need to check:

• If a UTR Number is visible: This means the refund transaction has been successfully completed from our side. Please copy this Unique Transaction Reference (UTR) number and share it with your bank's customer care branch to track down and clear the pending credit entry in your account statement.

• If the UTR is missing or unavailable: Please reply directly to this email or reach out to us with a copy of your bank statement from the date of rejection to today.

Once you share your statement indicating the missing credit, we will immediately escalate this case to our financial operations team to trace your funds on priority.

Best regards,

super.money Support Team

Example Template Post Escalation

Dear [Customer Name],

Thank you for reaching out. We understand that your VKYC was not completed on time, and your application has been rejected.

We have successfully escalated this issue to the bank to ensure your deposited amount of [amount] is refunded as quickly as possible. We request that you allow us 48 hours for an update.

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

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

• Click on 'View Tickets' (in the top right).

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

We appreciate your patience while the bank processes your refund.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

If Physical PAN is not available, use the following tags:

Refund - Post Card Issuance

1. Card Closure - FD Refund Awaited/TAT Breached

Step 1: Verify Closure and Status

• ACTION: Access the Metabase or Utkarsh Onboarding Journey from 14 Oct 2025 to confirm the Utkarsh SuperCard is marked as "Closed."

• VALIDATE: Check the system for the FD Withdrawal Initiation Date.

Step 2: Communicate Refund Timeline

• Reassure the customer that the refund is automatically initiated upon card closure.

• Provide the timeline: Inform the customer that the refund amount will be credited to their source bank account within 3–5 working days from the date the withdrawal was initiated.

Step 3: Post-TAT Follow-up

• If the customer contacts support after the 5-working-day period has passed, escalate the issue on Up. You can track the progress of this internal ticket directly within your app under Profile > Help & Feedback > View Tickets.

• swing for manual confirmation and processing.

Example Template Within TAT

Dear [Customer Name],

Thank you for confirming your card closure. We understand you are waiting for your deposit refund.

We can confirm your Utkarsh SuperCard has been successfully closed, and your Fixed Deposit amount of [amount] has been automatically processed for withdrawal.

You can expect the full amount to be credited to your source bank account within 3–5 working days.

We appreciate your patience.

Best regards,

super.money Support Team

Example Template TAT Breached

Dear [Customer Name],

Thank you for reaching out. We sincerely apologize that your deposit refund has not been credited, as the timeline for this process has now been breached.

Please be assured that your money is safe. We have urgently escalated this specific delay to the bank’s processing team (Upswing) for manual intervention and immediate resolution.

We appreciate your patience while the bank resolves this delay.

Best regards,

super.money Support Team

Freshdesk Taggings

2. Refund for Failed Deposit to Increase Credit Limit

Step 1: Verify Failure and Status

• Acknowledge the customer's frustration regarding the missing deposit and the debited amount.

• Verify in Metabase or Utkarsh Onboarding Journey from 14 Oct 2025 that the payment was debited, but the deposit booking failed (i.e., the credit limit was not increased).

Step 2: Communicate the Automatic Refund

• Reassure the customer that their money is completely safe.

• Inform the customer that a full refund has been automatically initiated by the bank/payment system due to the booking failure.

Step 3: State the Timeline and Check Location

• Provide the timeline: The refund will be credited back to the customer's original source bank account within 5-7 business days.

• Crucial Note: Inform the customer that the refund will appear on their bank statement, not in the super.money app.

Step 4: Post-TAT Follow-up (If Necessary)

• If the customer contacts support after the 7-business-day period has passed, escalate the issue on the Upswing CS portal for manual confirmation and processing. Inform the user to wait for 48 hours for an update.

• Ticket Status: “In_Progress”

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand that you successfully made a payment, but your credit limit has not increased.

We apologize for the inconvenience. Please be assured that your money is completely safe.

A full refund has been automatically initiated due to the failure in booking the deposit. You can expect the amount to be credited back to your original source bank account within 5-7 business days.

Important: Please check your bank statement for the refund, as it will not appear in your super.money app history.

Thank you for your patience.

Best regards,

super.money Support Team

Freshdesk Taggings

3. Successful Deposit, Limit Not Increased

Step 1: Verify Deposit Location

• ACTION: Check the Metabase and User Having SuperFD or probe the customer to determine the source of the successful deposit:

  • Did the customer use the 'Increase Limit' option within the SuperCard management section?

  • Did the customer deposit funds through the 'SuperFD' option?

Step 2: Communicate Resolution Based on Source

• Scenario A: Deposited via 'SuperFD'

  • Action: Inform the customer that deposits made through the general 'SuperFD' option do not automatically increase the credit limit.

  • Communication: Advise the customer that they must use the specific 'Increase Limit' option within the SuperCard management feature to link the funds to the credit limit.

• Scenario B: Deposited via 'Increase Limit' Option

  • Escalation: Immediately raise a ticket in the Upswing CS portal for resolution. Inform the customer to wait for 48 hours for an update. 

  • Ticket Status: “In_Progress”

Template A: Incorrect Deposit Method (SuperFD)

Dear [Customer Name],

Thank you for your payment. We see that your deposit was successfully created.

However, to increase your credit limit, the deposit must be made using the 'Increase Limit' option within the SuperCard management section. Deposits made through the general 'SuperFD' option will not automatically update your limit.

Please proceed to the 'Increase Limit' option to link your funds and see the change reflected immediately.

Best regards,

Super.money Support Team

Template B: Successful Deposit, Limit Not Increased

Dear [Customer Name],

Thank you for reaching out. We apologize that your credit limit has not yet been updated after your successful deposit.

We have confirmed you used the correct option, and we are treating this as priority. We have raised a high-priority ticket with the bank to check this manually.

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

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

• Click on 'View Tickets' (in the top right).

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

We will notify you as soon as the limit is reflected in your app.

Best regards,

super.money Support Team

Freshdesk Taggings

4. Merchant/Third-Party Refund Process for SuperCard

Step 1: Acknowledge and State the Responsibility

• Acknowledge the customer's inconvenience.

• Inform the customer that the refund process is dependent on the merchant.

Step 2: Explain the Refund Flow and Timeline

• Inform the customer that once the merchant processes the refund, the amount will be automatically settled and reflected in their Utkarsh credit limit.

• Provide the timeline: Reiterate that the refund timeline is entirely up to the merchant. However, once the refund leaves the merchant, it takes an additional 5-7 working days for the funds to reflect back on the SuperCard credit limit.

Step 3: Advise Next Step

• Advise the customer to contact the merchant directly for immediate updates on the refund status and initiation.

Example Template

Dear [Customer Name],

I apologize for the inconvenience caused to you.

We want to inform you that once the refund is processed from the merchant's end, the amount shall be settled automatically and reflected in your Utkarsh credit limit.

The refund timeline totally depends on the merchant; we suggest you reach out to them for an immediate update.

However, once the refund is successfully processed by the merchant, please allow an additional 5-7 working days for the funds to reflect back in your SuperCard limit.

Important: Please check your credit card statement for the refund, as it will not appear in your super.money app history.

We would appreciate your patience and kind understanding in this regard.

Best Regards,

super.money Support Team

Freshdesk Taggings

5. Merchant/Third-Party Refund TAT Breached

Step 1: Verify Breach

• Acknowledge the customer’s frustration regarding the breached timeline.

• Confirm that the customer has already received confirmation from the merchant that the refund was processed.

• Validate that more than 7 working days have passed since the merchant processed the refund.

Step 2: Escalate to Partner

• ACTION: Immediately raise a ticket on the Upswing CS portal (under the Utkarsh Bank SuperCard section).

• Agent Note: Clearly document the RRN/ARN from the merchant and refund confirmation date, and the fact that the bank's processing TAT has been breached.

Step 3: Communicate Final Escalation & Timeline

• Reassure the customer that the delay is due to the banking channel and not the merchant.

• Inform the customer that the issue has been urgently escalated.

• Provide Tracking: Direct the customer to check the status of the ticket they can view in the app (Profile > Help & Feedback > View Tickets).

Example Template

Dear [Customer Name],

Thank you for reaching out. We sincerely apologize that your refund is still not reflecting, even though the standard processing time has passed.

We have confirmed your situation and have urgently escalated this delay to the bank for manual intervention.

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

We appreciate your continued patience.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

6. Failed Transaction - Money Debited (Card)

Step 1: Acknowledge and Communicate Refund Timeline

• Acknowledge the customer's concern about the failed transaction and debited amount.

• Reassure the customer that the amount is safe and a refund is automatically initiated by the bank.

• Provide the timeline: Inform the customer that the refund will be credited back to their card within 5-7 working days.

Step 2: Post-TAT Breach Action

• ACTION (If TAT is breached): If the customer contacts support after the 7 working days, immediately raise a ticket on the Upswing CS portal to escalate the refund delay to the bank.

• Provide Tracking: Direct the customer to check the status of the ticket they can view in the app (Profile > Help & Feedback > View Tickets).

Agent Communication Template

Dear [Customer Name],

Thank you for reaching out. We apologize that your transaction failed but the amount was debited from your card.

Please be assured that your money is completely safe. The bank automatically initiates a refund for failed transactions. You can expect the amount to be credited back to your card within 5-7 working days.

Thank you for your patience.

Best regards,

Super.money Support Team

Freshdesk Taggings

7. Pending Transaction - Money Debited (Card)

Step 1: Validate Transaction Details

• ACTION: Access Metabase or Utkarsh Onboarding Journey from 14 Oct 2025

•  and validate the following:

  • The transaction type is UPI.

  • The payment was made from Super.money.

  • The transaction status is Pending.

Step 2: Communicate Initial Timeline (< 48 hrs)

• Acknowledge the customer's concern.

• Inform the customer that the transaction is in a temporary state.

• Advise the customer to wait for 48 hours for the transaction to either be marked Successful or Failed.

Step 3: Post-TAT Breach Action (> 48 hrs)

• ACTION (If TAT is breached): If the customer contacts you after 48 hours and the status is still Pending, immediately raise a ticket on the Upswing CS portal.

• Communication: Inform the customer that the issue has been escalated for urgent resolution and that they can expect a final update within 48 hours.

Template A: Initial Response (< 48 hrs)

Dear [Customer Name],

Thank you for reaching out. We apologize that your transaction is currently pending.

Please wait for 48 hours for the transaction to be updated by the bank. It will either be marked as successful (credited to the receiver) or failed (and automatically refunded immediately).

We appreciate your patience.

Best regards,

Super.money Support Team

Template B: Post-TAT Breach (> 48 hrs)

Dear [Customer Name],

Thank you for your follow-up. We apologize that your transaction is still pending even after 48 hours.

We have urgently escalated this issue to the bank for manual resolution. We will provide you with a final status update within 48 Hours.

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

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

8. Card Closed Without Consent

Step 1: Acknowledge and Gather Details

• Acknowledge the customer’s serious concern about the unauthorized card closure.

• Inform the customer that the card can only be closed automatically due to bank policy violations, specifically:

  1. Non-repayment of the outstanding amount for 60 days.

  2. Total outstanding balance (including fees) reaching 95% of the Fixed Deposit (FD) amount.

Step 2: Escalate for Investigation

• ACTION: Immediately raise a ticket on the Upswing CS portal to investigate the exact reason for the closure.

• Agent Note: Specifically ask Upswing to confirm which condition (60-day non-repayment OR 95% FD limit breach) triggered the automatic closure. Also, request them to confirm if there is any excess refund amount from the liquidated FD pending for the customer.

Step 3: Communicate with the Customer

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

• Communication: Advise the customer that a detailed response will be provided within a specified TAT (48 hours) after the bank confirms the exact cause.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand your concern regarding the closure of your Utkarsh SuperCard, and we take this issue very seriously.

For clarity, the card can only be closed automatically if the outstanding amount reaches 95% of the FD value or if repayment is missed for 60 days.

We have urgently raised a ticket with the bank to investigate the exact reason for the closure and to verify if any excess refund amount from your Fixed Deposit is pending.

We will provide you with a detailed update within 48 hours after receiving the official reason from the bank.

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

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

9. Card Closed - Merchant Refund Awaited/Success

Step 1: Verify Refund Status and Policy

• Acknowledge the customer's concern about the missing refund.

• Confirm in Metabase  that the card is marked as "Closed."

• Inform the customer that since the card is closed, the bank will automatically process a refund to the original source account.

Step 2: Communicate Initial Timeline

• Provide the TAT: Advise the customer that the automatic refund process typically takes 5 working days to reflect in their original source account.

Step 3: Post-TAT Breach Action

• ACTION (If TAT is breached): If the customer contacts support after the 5 working days, immediately raise a high-priority ticket on the Upswing CS portal.

• Agent Note: Request Upswing to track the merchant-initiated refund and process the final credit.

Example Template

Dear [Customer Name],

Thank you for reaching out. We see that your Utkarsh SuperCard is closed, and you are waiting for a merchant refund.

Please be assured that your funds are safe. Since the card is closed, the refund from the merchant will be automatically processed by the bank.

You can expect the refund to be credited back to your original source account within 5 working days.

If you do not see the refund after this period, please contact us immediately so we can raise an urgent ticket with the bank.

Thank you for your patience.

Best regards,

super.money Support Team

Freshdesk Taggings

10. Utkarsh superCard Closure Fee Management

1. Policy Rules & Fee Structure

• The 12-Month Rule: Any user who requests to close their Utkarsh superCard within 12 months (1 year) from the exact date of card issuance is subject to an early closure fee.

• Closure Fee: A flat fee of ₹100+GST will be levied and added to the user's final settlement bill.

• Exemption: Card closures requested after 12 months from the date of issuance will attract zero closure charges.

• Prerequisite: Before any card closure can be initiated, all other outstanding dues, or pending transactions must be fully cleared by the user.

2. Email Response Template

Dear User,

We understand that you would like to permanently close your Utkarsh superCard.

We would like to inform you about the final settlement requirements based on your card usage timeline:

• Early Closure Fee: As per the terms and conditions of the Utkarsh superCard, an early card closure fee of ₹100+GST is levied on cards closed within 12 months from the date of issuance.

• Current Status: Since your card has been active for less than 1 year, this flat charge of ₹100+GST will be added to your card.

• Next Steps: Please clear all outstanding balances, including this ₹100+GST fee, via the super.money app. Once your total outstanding balance reflects as zero, you can close the card from super.money app and withdraw your Fixed Deposit(FD).

If you have any further questions or would like to reconsider keeping your card active to enjoy ongoing benefits, please reply directly to this email.

Regards,

super.money Support Team

Freshdesk Taggings