Purchase and Redemption Issues

Redemption Issues

1. Digital Gold – Payment Successful but Gold Credit is Pending

• Step 1: Verify in Metabase:

  • Query the Digital Gold Purchase table using the Transaction ID or SM ID.

  • Confirm UPI Payment Status = SUCCESS and Gold Credit Status = PENDING.

• Step 2: Calculate Elapsed Time: Check the timestamp of the transaction.

• Step 3: Action Required:

  • Within 48 Hours (< 48 hrs): Do not escalate. The order is in automated reconciliation between the payment gateway and the vault partner (SafeGold). Send Response A.

  • After 48 Hours (> 48 hrs): Raise a Child Ticket. (SLA: 2 working days). Send Response B.

2. Customer Communication Templates

Macro A: Pending Gold Credit – Within 48 Hours (Wait Period)

Hi [Customer Name],

Thanks for reaching out to super.money support!

I checked your transaction [Transaction ID] and can see that your UPI payment was successful, and your gold purchase is currently under process with our vault partner.

In rare cases, confirmation between the bank and the gold vault server takes a little time to sync. Most pending gold purchases are automatically credited within 48 hours.

What you can do: Please allow up to 48 hours for your gold wallet balance to update in the app. If the transaction fails during reconciliation, your debited amount will be refunded directly to your bank account.

If your gold balance is still not updated after 48 hours, simply reply to this email and we will resolve it for you immediately!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In_Progress”

Macro B: Pending Gold Credit – After 48 Hours (Child Ticket Escalated)

Hi [Customer Name],

Thank you for following up with us.

I see that your digital gold purchase [Transaction ID] has been pending for over 24 hours despite a successful payment. I sincerely apologize for the delay.

Next Steps: I have raised an internal escalation to manually verify the transaction status with our vault partner and trigger the gold credit or refund.

We will update you right here with a final resolution within 2 working days.

Thank you for your patience while we get this sorted for you!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “Waiting On Internal”

2. Digital Gold – Cashback Debited but Gold Not Credited

• Step 1: Check Metabase:

  • Search using the Transaction ID or User ID in Metabase.

  • Verify if the cashback redemption status is marked as SUCCESS, PENDING, or FAILED.

• Step 2: Check the Outcome:

  • Case A (Metabase = SUCCESS, Gold Not Reflecting): The gold has been successfully purchased with the vault partner (e.g., SafeGold), but the app screen is taking time to refresh.

  • Case B (Metabase = PENDING): Follow Step 1.

  • Case C (Metabase = FAILED): The gold purchase failed at the partner end, but cashback was deducted.

• Step 3: Action Required:

  • For Case A: Guide the user to refresh their portfolio or re-log. No ticket needed.

  • For Case B: Ask the customer to wait up to 48 hours for automatic status sync.

  • For Case C: If cashback is not auto-refunded within 48 hours, create an internal Child Ticket(SLA: 2 working days).

2. Customer Communication Templates

Macro B: Gold Purchase Failed – Cashback Refund / Escalation

Hi [Customer Name],

Thanks for contacting super.money support.

I checked and noticed that your digital gold purchase could not be completed at the partner vault end, even though your cashback was debited.

What happens next:

• If the purchase fails, your deducted cashback will automatically be returned to your super.money cashback balance within 24 hours.

Thank you for your patience while we get this sorted out for you!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In_Progress”

Macro C: Transaction Successful (Gold Credited / Refresh App)

Hi [Customer Name],

Thanks for contacting super.money support.

I checked and can confirm that your digital gold purchase was completely successful! Your redeemed cashback of [₹] was safely processed, and your gold of [₹] has been added to your vault portfolio.

If you don't see it in the app yet:

1. Please close the super.money app completely and reopen it.

2. Go to the Digital Gold section to see your updated balance and gold weight.

If you still face any issues viewing your portfolio, please let us know and we will be happy to help!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In_Progress”

3. Digital Gold – Redemption and Extra Payment Successful - Gold Purchase Failed

• Step 1: Check Metabase using Order ID / User ID:

  • Look at both payment components: Cashback Redemption and Transaction V3.

• Step 2: Check the Order Status:

  • Transaction Failed: Order status is failed. Cashback was debited and/or bank account was debited for the top-up amount.

• Step 3: Action Required:

  • For Case A (Failed):

    • Extra Payment (UPI/Card): Auto-refunded by payment gateway to the original payment source within 3–5 working days.

    • Cashback Portion: Auto-reverted to super.money cashback wallet within 48 hours.

    • If not refunded within the SLA: Create a Child Ticket to Payments Operations (SLA: 2 working days).

2. Customer Communication Templates

Freshdesk Tagging:

Status: “In_Progress”

Macro A: Transaction Failed (Refund Timelines)

Hi [Customer Name],

Thanks for contacting super.money support.

I checked Metabase and can see that your recent digital gold top-up purchase could not be completed, though your account/wallet was debited.

Here is how your refund will be processed:

• Extra Payment (Bank/UPI): The debited amount of [₹] will be automatically credited back to your original bank account/card within 3 to 5 working days.

• Cashback Amount: The redeemed cashback portion of [₹] will be added back to your super.money cashback balance within 48 hours.

If you do not receive your money within these timelines, please write back to us here and we will immediately look into it for you!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In_Progress”

Macro C: Refund Not Received After SLA (Child Ticket Raised / Escalated)

Hi [Customer Name],

Thanks for writing back to us and following up.

I understand that the expected refund timeline has passed and you have not received your funds yet. I sincerely apologize for this delay.

I have escalated your complaint to our internal team to investigate your debited top-up amount and cashback.

We will share a final resolution and update with you right here within 2 working days.

Thank you for your patience while we get this sorted for you!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “Waiting On Internal”

4. Digital Gold – Limits & Thresholds

1. Key Policy Rules & System Limits

2. Quick Triage Workflow

• Step 1: Check Metabase: Search using SM_ID on the Digital Gold Dashboard.

• Step 2: Identify Trigger:

  • Amount < ₹10: Customer tried to buy or sell gold worth less than ₹10. Send Response A.

  • Amount > ₹50,000: Customer tried to buy gold worth more than ₹50,000 in a single transaction. Send Response B.

  • Lock-in Conflict: Customer has gold, but it was credited within the last 72 hours. Send Response C.

3. Customer Communication Templates

Macro A: Attempting Buy/Sell Below ₹10 Limit

Hi [Customer Name],

Thanks for reaching out to super.money support!

Please note that the minimum purchase and redemption (sell) amount for Digital Gold is ₹10.

• Buying Gold: You can purchase digital gold starting at ₹10.

• Selling Gold: Your available (unlocked) gold balance must be worth at least ₹10 at current market rates to complete a sale.

If your current gold balance is below ₹10, you can accumulate more gold through daily UPI cashback rewards or direct top-ups to meet the ₹10 sell threshold.

Best regards,

super.money Support Team

Macro B: Attempting Buy Above ₹50,000 Per-Transaction Limit

Hi [Customer Name],

Thanks for writing to us!

Please note that the maximum limit for a single Digital Gold transaction on super.money is ₹50,000.

If you wish to purchase gold for a higher total value, you can easily split your purchase across multiple individual transactions (each up to ₹50,000), subject to your bank's daily UPI transaction limits.

Please try again with an amount of ₹50,000 or less per transaction!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In_Progress”