Digi Gold Selling Issues

1. Digital Gold – Unable to Sell / Withdraw Gold to Bank

• Step 1: Check Metabase: Search using the User ID or Transaction ID to find the exact timestamp when the gold was purchased/credited.

• Step 2: Calculate the Lock-in Status:

  • Within 72 Hours: The gold is temporarily locked as mandated by the vault partner (SafeGold) and regulations. The user must wait until the timer expires.

  • After 72 Hours: If the 72-hour window has passed and the user still cannot sell, it indicates a bank account linking error or partner vault sync issue.

• Step 3: Action Required:

  • If < 72 hours: Do not create an internal ticket. Send Response A explaining the lock-in rule and state the exact date/time when the gold will become sellable.

  • If > 72 hours: Verify bank details in the app. If bank details are correct and selling still fails, raise a Child Ticket to Payments Operations (SLA: 2 working days).

2. Customer Communication Templates

Macro A: Within 72-Hour Lock-in Period

Hi [Customer Name],

Thanks for reaching out to super.money support!

As per digital gold regulatory and vault partner guidelines, there is a mandatory 72-hour lock-in period from the exact time you buy or redeem gold before it can be sold back for bank transfer.

Your Gold Sale Details:

• Purchase/Redemption Date & Time: [Insert Purchase Timestamp from Metabase]

• Eligible to Sell From: [Insert Timestamp + 72 hours]

Please try selling your gold after the timeframe mentioned above under the Digital Gold section, and the funds will be transferred directly to your linked bank account.

Best regards,

super.money Support Team

Macro B: Lock-in Period Passed but Still Unable to Sell (Technical Issue / Escalation)

Hi [Customer Name],

Thanks for following up with us.

I checked Metabase and can confirm that your 72-hour lock-in period has expired, but you are still encountering an issue while trying to sell your gold.

What I have done: I have raised a ticket with our internal team to check your portfolio and verify your linked bank account settlement status.

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

Thank you for your patience!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In_Progress”

2. Gold Sold but Funds Not Received in Bank

• Step 1: Check Metabase: Search using the Transaction ID or User ID to verify the gold sale order.

• Step 2: Check Status & Standard Timelines:

  • Standard SLA for gold sale proceeds to reach the bank account is 24 to 48 working hours (depending on bank settlement windows).

  • Verify if the destination bank account (UPI ID) was correctly registered and verified during payout initiation.

• Step 3: Action Required:

  • If within 48 hours: Explain the standard bank processing window using response A. No internal ticket needed.

  • If past 48 hours: Raise a Child Ticket. (SLA: 2 working days). Send Response B.

2. Customer Communication Templates

Macro A: Within 48-Hour Processing Window (Standard Processing)

Hi [Customer Name],

Thanks for reaching out to super.money support!

I checked the details and can confirm that your gold sale request of [₹] was successfully processed on our end.

Payout Timeline: Bank transfers for gold sales typically take 24 to 48 working hours to reflect in your linked bank account, depending on your bank's processing time.

Sale Details:

• Sale Timestamp: [Insert Timestamp from Metabase]

• Expected Credit By: [Insert Timestamp + 48 hours]

Please allow this time for your bank to update your balance. If you don't receive the funds by then, reply to this message and we will track it down for you immediately!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In_Progress”

Macro B: Past 48 Hours / SLA Breached (Child Ticket Escalated)

Hi [Customer Name],

Thank you for writing back to us.

I see that the 48-hour processing window for your gold sale has passed, and the funds have not yet credited to your bank account. I apologize for this delay.

What we are doing to fix this: I have raised an internal Ticket to trace the payout reference number (RRN) with our banking partner.

We will verify the bank status and share a clear resolution or update with you right here within 2 working days.

Thank you for your patience!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “Waiting On Internal”

3. Digital Gold – Sale Transaction Failed

Step 1: Check Metabase: Search using the User ID or Transaction ID in the Digital Gold / SafeGold order table.

Step 2: Identify the Scenario:

• Status = FAILED: Gold quantity was deducted during the sell attempt, but the payment gateway/partner payout failed.

• System Action: Vault partner initiates an auto-reversal (either gold is re-credited to the vault balance OR cash refund is pushed to the bank account).

• Step 3: Standard SLA & Action Required:

  • Standard Turnaround Time (TAT) for gold balance re-credit or payout resolution is 5 to 7 working days.

  • Send Response A to the customer.

  • If the issue is unresolved after 7 working days, raise a Child Ticket (SLA: 2 Working Days).

2. Customer Communication Templates

Macro A: Gold Deducted on Failed Sale (Standard 5–7 Working Days SLA)

Hi [Customer Name],

Thanks for reaching out to super.money support!

I checked your transaction [Transaction ID] and can see that your request to sell digital gold could not be completed, though your gold balance was temporarily debited.

When a gold sale fails midway, our vault partner automatically processes a reconciliation. Your deducted gold balance will be restored to your digital gold wallet.

This process takes 5 to 7 working days to complete.

Please allow this time for the system to update. If your gold balance or funds are not updated after 7 working days, reach out to us and we will resolve it for you immediately!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In Progress”

Macro B: Escalation (Past 7 Working Days)

Hi [Customer Name],

Thank you for following up.

I see that the 5–7 working days reconciliation window has passed, and your gold balance/payout has not yet updated. I apologize for this inconvenience. I have escalated this issue directly to our Internal Team to manually verify the status with our gold partner and restore your balance/payout.

We will update you here with a resolution within 24 to 48 hours.

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “Waiting On Internal”

4. Digital Gold – Tried Selling Gold but Sale Status is Pending

• Step 1: Check Metabase: Search using the Transaction ID or User ID to confirm the order status is PENDING / PROCESSING.

• Step 2: Calculate Elapsed Time: Determine the exact time passed since the sell order was initiated.

• Step 3: Action Required:

  • Within 48 Hours (< 48 hrs): Do not create an internal ticket. The transaction is going through automated bank/vault reconciliation. Send Response A.

  • After 48 Hours (> 48 hrs): Raise a Child Ticket to Payments Operations with the Transaction ID and Metabase logs (SLA: 2 working days). Send Response B.

2. Customer Communication Templates

Response A: Sale Status Pending – 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 gold sale request is currently under process / pending with our banking and vault partners.

Banking partner settlements for digital gold transactions can occasionally undergo temporary confirmation delays. Most pending transactions automatically resolve to either SUCCESS (funds credited to your bank account) or FAILED (gold balance restored) within 48 hours.

Please allow up to 48 hours for the final status to update in your app. If the status remains pending past this window, reply to this message, and we will take immediate action!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “In Progress”

Macro B: Sale Status Pending – After 48 Hours (Child Ticket Escalated)

Hi [Customer Name],

Thank you for writing back to us.

I see that your gold sale request [Transaction ID] has been pending for over 48 hours. I sincerely apologize for the delay.

What I have done: I have raised an internal escalation to our team to manually verify the transaction status with our banking partners and clear the hold on your account.

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

Thank you for your patience while we fix this for you!

Best regards,

super.money Support Team

Freshdesk Tagging:

Status: “Waiting On Internal”