Bill Payment Issues - High Priority

Bill Payment Issues - High Priority

1. Payment Issues -  Unable to access the App/ Outside the Country/ Unable to make payments due to tech issues.

Step 1: Verify and Escalate Issue

• Acknowledge the customer’s urgency (e.g., inability to make a bill payment).

• Verify the issue is technical (App issue, login failure, or out-of-country access block).

• ACTION: Immediately raise a high-priority ticket on the Upswing CS portal.

• Agent Note: Clearly request that the bank generate and share a direct payment link to the customer's registered mobile number or email, or on the ticket.

Step 2: Communicate Resolution Timeline

• Inform the user that the issue has been escalated to the bank’s dedicated team.

• Provide the TAT: Advise the customer that the payment link/resolution update will be provided within 48 hours.

• Instruct the customer to check the status of the ticket they can view in the app (Profile > Help & Feedback > View Tickets) for the payment link.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We apologize for the inconvenience you are facing in making your payment.

We have urgently raised a ticket with the bank to resolve this issue and to generate a direct payment link for you.

We will provide you with a final update within 48 hours. Please check your super.money app under Profile > Help & Feedback > View Tickets for the payment link and status updates.

We appreciate your patience.

Best regards,

super.money Support Team

Freshdesk Taggings

2. Utkarsh SuperCard Payments via Third-Party Apps

Step 1: Verify the Issue

• Acknowledge the customer’s concern that their payment is not reflecting in the app.

• Verify that the customer made the payment using a third-party application (e.g., PhonePe, Google Pay, or other bill payment platforms).

Step 2: Communicate the Policy

• Inform the customer that the Utkarsh SuperCard is not currently enabled for payments through third-party applications.

• Explain that the super.money app will not show these payments.

Step 3: Explain the Refund Process

• Reassure the customer that even though the payment was successful on the third-party app, it will eventually be marked as failed because it was not received by the bank’s system.

• Provide the refund timeline: The customer will receive a refund to their source bank account within 2-3 working days from the third-party application.

Example Response:

Dear User,

Thank you for reaching out to us. We understand that your recent credit card payment is not reflecting in your super.money account.

To clarify, we currently do not support payments made using other third-party applications. This is why the payment is not visible in your app.

Please don't worry—the payment will eventually be marked as failed, and you will receive a refund to your source account within 2-3 working days from that application.

For all future payments, please use the super.money App or the direct payment link shared by the bank to your registered number.

We appreciate your understanding.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

3. Utkarsh Card Bill Payment Success - Status Not Updated (in SM App or via Link)

Step 1: Acknowledge and State the Cause

• Acknowledge the customer's concern about the delayed status update.

• Explain that the payment process involves two steps: payment confirmation and internal system update. The delay is typically a bank processing delay.

Step 2: Provide the Expected Timeline

• Reassure the customer that the payment is safe. Check the time of payment in the SS.

• Provide the TAT: Advise the customer to wait for 24-48 hours for the status to update in the app and for the balance to reflect correctly.

Step 3: Post-TAT Breach Action

• ACTION (If TAT is breached): If the customer contacts support after 48 hours and the payment is still not reflected, immediately raise a ticket on the Upswing CS portal for manual reconciliation and update.

• Communication: Inform the customer that the issue has been escalated for a fix.

• Ticket Status: “In_Progress”

Example Template

Dear [Customer Name],

Thank you for reaching out. We apologize for the delay in the status update.

We can confirm your bill payment was successful. The delay in the app status is due to the bank's internal processing time.

Please wait for 24-48 hours for your payment status and balance to update correctly in the super.money app.

If the status has not updated after this period, please contact us immediately so we can escalate the issue to the bank's technical team.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

4. Unable to Withdraw FD Due to Pending Charges

Step 1: Acknowledge and Probe for Details

• Acknowledge the customer’s frustration regarding the block on their withdrawal.

• ACTION: Request the customer to provide a screenshot of the pending charges or the error message they receive when attempting to withdraw the FD.

  • Agent Note: This helps confirm the exact charge (physical card fee, late fee, etc.) and its amount.

Step 2: Communicate the Mandate and Solution

• Inform the customer that they are unable to FD because there are outstanding charges against the card.

• Resolution: Explain that they must first clear the outstanding balance (e.g., ₹249 + GST for the physical card) before the system will allow the card to be closed and the FD to be withdrawn.

• Instruction: Instruct the customer to make the payment for the pending charges, and then close the card from the app. Once the card is successfully closed, they can proceed to withdraw the FD from the app.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand you are unable to withdraw your Fixed Deposit.

The withdrawal is currently blocked because there are outstanding charges against your SuperCard (this may include the physical card fee or an unpaid bill amount).

To Resolve This:

1. Clear the Payment: You must first make the payment for the outstanding charges.

2. Close the Card: After the balance is cleared, please close your card via the app.

3. Withdraw FD: You can then successfully withdraw your remaining deposit amount through the app.

Feel free to reach out to us in case of any concerns and queries.

Best regards,

super.money Support Team

Freshdesk Taggings