Introduction & Links

Education Fee SOP and FAQs

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Purpose of this SOP Document

The purpose of this Standard Operating Procedure (SOP) is to equip all customer support agents with the accurate and comprehensive knowledge required to handle inquiries related to Education Fee Payments on super.money.

This document ensures that agents:

• Deliver Consistent Information: Provide precise answers regarding the tutor onboarding process, mandatory regulatory requirements (such as PAN and Aadhaar verification), and supported payment categories.

• Manage Expectations: Clearly communicate the necessity of tutor verification before payment, and the specific focus on Tuition Fees over other categories like Rent.

• Ensure Compliance: Follow correct procedures for handling PAN name mismatches, Aadhaar-related refusals, and transaction blocks, adhering strictly to regulatory guidelines for education-related fund transfers.

By following this SOP, agents will be empowered to achieve a high First Contact Resolution (FCR) rate and deliver a superior, reliable, and compliant experience for both payers and tutors.

Important Note:
Please make sure to update the email templates as per the customer's specific query (VOC) and ensure all details are correct before sending the final response.

Important Links:

• Link to Check Edu Pay Limits Per User

• Edu Pay Transaction Table by Order ID

• Edu Pay Transaction Table by User ID

• Metabase Link to Check Tutor Onboarding Status