Education Fee - Payment Issues

1. Failed/Missing OTP for Tutor Onboarding

Purpose

To provide a standardized procedure for agents to assist customers with issues related to receiving or verifying an OTP for Tutor Onboarding.

Procedure

Step 1: Acknowledge and Gather Initial Details

• Begin by empathizing with the customer's frustration.

• Ask the customer for their registered mobile number, date and time of the issue, and the network operator they use.

Step 2: Provide Initial Troubleshooting

• Guide the customer through these common troubleshooting steps before escalating:

  1. Check for a strong network signal on their phone.

  2. Ensure their DND (Do Not Disturb) settings are turned off.

  3. Confirm that the mobile number they are trying to use is the correct one.

Step 3: Communicate with the Customer

• Inform the customer to try again after some time.

• If the issue persists, ask the user to contact the bank of the credit card issuer.

• Ticket Status: Resolved

• Taggings: 

Email Template: Failed/Missing OTP

Dear User,

Thank you for reaching out to us. We apologize for the inconvenience you faced with the OTP, and we'd like to help you resolve this quickly.

Could you please try the following troubleshooting steps?

1. Please ensure you have a strong network signal and that your DND (Do Not Disturb) settings are turned off.

2. Please check that the mobile number you are trying to use is the correct one.

If the issue still persists after trying these steps, please reply to this email with the following details, and we will escalate it to our technical team for a detailed investigation:

• Registered mobile number:

• Date and time the issue occurred:

• Your mobile network operator:

Thank you for your patience and cooperation.

Best regards,

super.money Support Team

2. Credit Card Payment Pending

Check the [METABASE] link to check the status of the transaction.

• Trigger: Customer receives a push notification about a pending credit card payment.

• Taggings: 

Dear user,

Thank you for your patience. Your credit card payment of ₹[Amount] to [Recipient Name] is currently processing.

We'll send you a confirmation as soon as the transaction is complete. The status should be updated within 48 hours.

We appreciate your understanding.

Best regards,

super.money Support Team

3. Wrong Education Fee Payment

Purpose

To provide a standardized procedure for agents to assist customers who have made a successful Education Fee payment to the wrong recipient or for an incorrect amount.

Procedure

Step 1: Verify Transaction Status

• Access the [METABASE] to confirm that the transaction was successful.

• Note the transaction ID, the amount paid, and the recipient's details (name, UPI ID/bank account).

Step 2: Communicate the Reversal Policy

• Acknowledge the customer’s concern and their request to cancel or reverse the payment.

• Inform the customer that once a credit card payment is successful, the funds are instantly transferred and cannot be reversed by our app.

• Explain that a reversal is only possible if the bank and the recipient are involved in the process.

Step 3: Provide Actionable Steps to the Customer

• Do not promise a refund. Instead, provide the following two options as the only paths for resolution:

  1. Contact the Recipient: Advise the user to try and contact the recipient directly to request a refund, especially for a wrong amount.

  2. Contact Their Credit Card Bank: Instruct the user to contact their credit card bank and ask about filing a "sent money by mistake chargeback" or a similar dispute. Advise them to have the transaction ID ready.

  3. Taggings: 

Step 4: Conclude the Interaction

• Set clear expectations that the resolution depends on the bank and the recipient.

• The email template below should be used to provide the final written response.

Email Response

Dear User,

I understand your concern about this payment. I have checked your transaction and can confirm that the payment was successful and the funds have been transferred to the recipient's bank account.

Unfortunately, once a credit card payment is successful, it cannot be canceled or reversed from our app. The funds are no longer within our control.

Here are the only paths you can take to try to resolve this:

1. Contact your bank: We recommend you contact your credit card bank immediately and ask about their process for a "sent money by mistake" chargeback. Please have your transaction ID ready.

2. Contact the recipient: If you paid the wrong amount, you may be able to contact the recipient directly to request the correct amount.

We sincerely apologize that we cannot directly reverse this for you, but your bank is the only party that might be able to help.

Regards,

super.money Support Team

WhatsApp Link Delivery Failure (Education Fee Onboarding)

1. Issue Overview

• Symptom: The payer attempts to initiate the onboarding process, but unable to send WhatsApp message containing the onboarding link to the tutor.

• Known Root Causes: Platform-originated messages may be blocked by WhatsApp at scale, or the recipient may have DND (Do Not Disturb) restrictions active.

• Goal: Provide the onboarding link manually to ensure the payment flow is not disrupted.

2. Agent Action Steps

Step 1: Problem Verification

• Confirm with the payer that they have attempted to send the link through the app.

• Verify that the tutor's mobile number entered in the system is correct.

• Check if the tutor has an active WhatsApp account.

Step 2: Manual Link Provision

• If the automated delivery continues to fail, the agent must provide the direct onboarding link to the user.

• Onboarding Link: https://app-education.super.money/tutor-onboarding/review-details

Step 3: Guidance for the Payer

• Instruct the payer to copy the link provided and share it manually with the tutor via any preferred messaging platform (WhatsApp, SMS, or Email).

• Remind the payer that the tutor must complete the KYC via DigiLocker using this link before the payment can be processed.

Step 4: Ticket Management

• Status: Change the ticket status to "Resolved" after providing the link and confirming the user understands the manual sharing process.

• Taggings:

Email Response Template

Dear [Customer Name],

Thank you for reaching out to super.money support.

We understand that you are experiencing difficulties sending the WhatsApp onboarding link to your tutor. To ensure you can proceed with your education fee payment without further delay, we have provided the direct link below.

Tutor Onboarding Link: https://app-education.super.money/tutor-onboarding/review-details

Next Steps:

1. Share Manually: Please copy the link above and send it directly to your tutor via WhatsApp or any other messaging app.

2. Tutor Action: Your tutor needs to click the link, log in with their mobile number, and complete their KYC verification via DigiLocker.

3. Payment: Once your tutor appears in the 'Verified Tutors' section of your super.money app, you will be able to complete the transaction.

If you or your tutor face any further issues during the verification process, please feel free to reach out. We are happy to help.

Best regards,

super.money Support Team

Education Fee Payment – "Monthly Limit Exhausted"

Step 1: Check Metabase Transaction Frequency Logs

Before responding, you must audit the user's velocity limits over the rolling calendar month:

• Open the Education Payment Metabase.

• Search by upi_user_id or mobile_number to inspect the number of successful education fee/tutor transactions processed in the current calendar month.

• Validation: If the log count matches or exceeds the platform's categorical fraud velocity cap, the limitation is confirmed.

Step 2: Understand the Policy

• Users can make up to 2,00,000 per month on a single Card. 50k in a single txn. No limit on txn count. Do not tell this to the users. This is FYI and for your validation purposes only.

Step 3: Ticket Resolution & Action

1. Send the standard educational macro detailing the reset window.

2. Mark the ticket status as In_Progress.

2. Customer Communication Email Template

Hi [Customer Name],

I understand you are reaching out because your recent education fee payment failed with the alert message "Monthly Limit Exhausted." I know you want to get your tuition fees cleared on time, and I am sorry for any frustration this payment block has caused you.

I have verified your account. This specific alert means you have reached the maximum transaction limit set for tutor and education payments on our platform for this calendar month.

For platform security and safety against unauthorized transactions, we enforce caps on how frequently and how much money can be transferred using this specific feature.

• What you should do next: Because this is an automated security threshold, our support desk cannot manually increase or reset this balance cap for your profile.

• When will it reset? This limit will automatically refresh after 30 days from the last transaction, allowing you to resume making education fee payments seamlessly via the app.

We highly appreciate your understanding and cooperation regarding our risk and safety protocols.

Best regards,

super.money Support Team