Cashback Issues

Cashback Not Received on Kotak UPI Transaction

Step 1: Acknowledge and Verify Policy

• Acknowledge the customer’s concern about the missing cashback.

• Inform the customer that eligibility is determined by the Merchant Category Code (MCC) and that many categories are excluded.

Step 2: Check Transaction Eligibility

• ACTION: Access the customer's transaction details in METABASE to verify the following mandatory eligibility criteria:

  • Minimum Value: Was the transaction ₹100 or more? (Required for all cashback categories).

  • Exclusion Check: Check the transaction's MCC against the official exclusion list (Wallet load, Utilities, Insurance, Loan repayment, Credit Card bill payments, Education, Government, etc., are excluded).

  • Cashback T&C - Kotak

• CRITICAL FINDING: 1% cashback is provided on all UPI spends. If the transaction meets the minimum value (₹100+) and is not on the major exclusion list, the customer is generally eligible for 1%.

Step 3: Determine and Communicate the Reason

• Scenario A: Transaction is Ineligible (EXCLUDED)

  • Action: Inform the customer of the specific excluded category the transaction falls under (e.g., "Wallet Load," "Utility Payment," or "Insurance Premium").

  • Communication: Clearly state that the transaction is not eligible for cashback as per the bank's T&Cs.

• Scenario B: Transaction is Eligible but Missing (Technical Error)

  • Action: If the transaction is confirmed to be an eligible UPI spend (₹100+ and non-excluded), this is a technical error on the bank’s side.

  • Escalation: Immediately raise a high-priority ticket with the bank's technical support (Kotak) for manual reconciliation and credit.

Agent Communication Templates - Ineligible

Dear [Customer Name],

Thank you for reaching out about your cashback.

We’ve checked your transaction and found that the payment was for [State the specific excluded activity, e.g., 'Insurance Premium' or 'Wallet Load'].

As per the card’s Terms and Conditions, transactions in this category are unfortunately excluded from earning cashback. We apologize for any confusion.

Best regards,

super.money Support Team

Agent Communication Templates - Eligible - Escalation to Bank

Dear [Customer Name],

Thank you for your follow-up. We have confirmed that your transaction was eligible for cashback.

We apologize for this technical error. We have urgently escalated this issue to the Kotak Bank team for manual reconciliation to ensure the missing amount is credited to your rewards section.

We will provide you with an update as soon as we hear back from the bank. Request you to wait for 2 working days for an update.

Best regards,

super.money Support Team

Freshdesk Tagging

• L1: Card - Kotak

• L2: Rewards

• L3: Reward Not Received(UPI)

Kotak Card Cashback Delay (Post 35 Days)

• Trigger Condition: Customer reports that their Kotak superCard cashback has not credited to the redeemable section, and the transaction date exceeds 35 days.

• Agent Role: No manual intervention or ticket escalation is required.

• Action: Guide the customer to reach out directly to Kotak Mahindra Bank customer support.

Customer Email Template

Dear [Customer Name],

Thank you for reaching out to super.money support.

We understand that you are waiting for your cashback to reflect in the redeemable section for your transaction completed over 35 days ago.

Since Kotak superCard cashback allocation past the 35-day window is directly managed by Kotak Mahindra Bank, our support team cannot manually credit or adjust these rewards from our end.

We kindly request you to contact Kotak Mahindra Bank Customer Support directly to review your cashback status:

• ? Helpline: 1860 266 2666 / 1800 4100

• ? Web/NetBanking: kotak.com

• ? Email: customersupport@kotak.com

Please keep your card details and transaction reference handy when contacting their support team.

Warm regards,

super.money Support Team

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