Handling Data Deletion Requests

Purpose

To provide a clear, step-by-step procedure for agents to handle data deletion requests, ensuring that all existing customer products are identified and the customer is fully aware of the consequences before proceeding with the irreversible process.

• Please do not raise a data deletion request until and unless you are sure of which data the user wants to delete.

• It is mandatory to fill out the form L2_Escalation. Whenever you are raising a data deletion request.

• Email templates are for your reference. Please make sure you make the necessary changes before sending the response.

• Outcalling the customers is mandatory on UPI Data Deletion Requests.
  

Procedure

Step 1: Check for Existing Products

• If the customer's contact number is available:

  • Click on Metabase to check for an active FD or SuperCard.

  • FD Check: If the status is TD_BOOKED, the customer has an active FD.

  • SuperCard Check: If the status is CARD_ISSUANCE, the customer has a SuperCard.

  • Cashback Check: Please check if the recent wallet transaction is ‘Redeemed’ in Wallet Transaction V3.

  • Click on PL Loan Dashboard to check if the user has an active Loan.

    • If you see the lead and the financial provider that they have applied for a loan.

    • If lender_state and lender_substate are Success. Then the loan is disbursed.

• If the customer's contact number is not available:

  • Ask the customer for their registered contact number and the reason for the data deletion request.

Step 2: Communicate with the Customer

• After checking for active products, inform the customer that you have found a SuperCard, SuperFD, or a Personal Loan.

• Clearly ask the customer: "Which data would you like to delete: UPI data, Personal Loan data, or both?"

• Politely ask for the reason for the deletion request.

• Proactively inform the customer that data deletion is a final and irreversible process. Once their data is deleted, they cannot reopen an account with us.

Step 3: Explain the Consequences & Next Steps

Provide the following information based on the customer's request.

• What happens when they delete UPI data:

  • They cannot onboard on the super.money app again.

  • They will lose the ability to apply for our co-branded credit cards.

  • They will not be able to receive cashback on UPI payments or use our services in the future.

• What they can still do if they delete UPI Data:

  • Apply for a personal loan on partner apps like Flipkart or Myntra.

  • Continue to use an existing Axis SuperCard Pro without the super.money app.

  • Their existing personal loan application, if in progress, will not be affected.

Step 4: Guide the Customer on Pre-Deletion Steps

• If the customer confirms they want to delete their UPI data, provide them with the following mandatory steps to complete first:

  • Withdraw all available cashback. Any amount below ₹10 will be forfeited.

  • Disable all Autopay and recurring payments.

  • Unlink all bank accounts and RuPay credit cards.

  • Close their SuperCard/SuperFD.

  • It is important to inform the customer to De-Register the UPI ID before taking the data deletion request

  • Once it is deregistered, check the METABASE Link to confirm if the UPI ID is deregistered or not.

  • Ask the User to Withdraw all the Digital Gold.

Important Note:

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

2. Whenever you process a user's data deletion request over the phone (outcall), it is mandatory to take a written confirmation via email as well.

3. Even if you finalise the data deletion on the call, you must send a follow-up email outlining the consequences and receive the customer's reply (e.g., "Yes, I wish to delete the data") for our compliance records.

4. It is mandatory for the customers to confirm that they have completed all the 4 steps before raising a data deletion request. 

5. It is important to inform the customer to De-Register UPI ID before taking the data deletion request

6. Check this Link, if the account STATUS is INACTIVE, then the user deregistered the UPI ID.

7. If the UPI ID is not deregistered Do not raise a data deletion request.

Response 1: If the contact number is available.

Dear User,

Thank you for reaching out to us. We have received your request for data deletion.

We've checked your account and see that you have an active [SuperCard/SuperFD/Personal Loan]. Before we proceed, 

• Could you please confirm which data you would like to delete: UPI data, Personal Loan data, or both?

• Could you please share the reason for your request for data deletion?

Please be aware that deleting your data is a final and irreversible process. Once your data is deleted, you cannot reopen an account with us.

Here’s what will happen if you delete your UPI data:

• You won't be able to use the super.money app or apply for our co-branded credit cards.

• You will lose cashback and interest benefits.

However, you will still be able to:

• Apply for personal loans through partner apps.

• Use your existing Axis SuperCard Pro without our app.

• If you already have an active loan application in progress, you will be able to continue the application with our partner.

If you choose to delete your UPI data, you must first:

1. Withdraw all available cashback. Please withdraw any available cashback (amounts below ₹10 will be forfeited).

2. Disable all Autopay.

3. Unlink all bank accounts and RuPay credit cards.

4. De-register your UPI ID by going to Profile> UPI Options> De-Register UPI ID.

5. Close your SuperCard/SuperFD.

6. Ask the User to Withdraw all the Digital Gold.

Note: If you want to delete UPI data, you must first close your SuperCard/SuperFD. We will not be able to delete your data until all 4 steps are completed.

Once you have completed these steps, please reply to this email with "Yes, I wish to delete the data" to confirm that you still wish to proceed. We will then initiate the process from our end.

Thank you for your understanding.

Best regards,

super.money Support Team

Response 2: If the Contact Number is not available

Dear User,

Thank you for reaching out to us with your request for data deletion.

To ensure we can process your request correctly, we will need to verify your account details. 

• Could you please share your registered contact number along with the reason for your data deletion request?

• Which data do you want us to delete? UPI or Personal Loan?

Please be aware that this is a final and irreversible process. Once your account is closed, it cannot be reopened in the future.

Once we have these details, we can proceed with the necessary steps.

Thank you for your understanding.

Best regards,

super.money Support Team

Final Confirmation & Initiation

• Agent Guideline: Once the user clarifies which data they want to delete and confirms they are okay with the process, the agent should fill out the L2_Escalation Once you have filled the sheet. Send them the following final confirmation email.

If the customer's request is for Personal Loan data:

• Once the contact number is available, fill in the form L2_Escalation for Personal Loan Data Deletion

• Taggings: L1: Personal Loan, L2: Account/Personal Info, L3: Data Deletion Request

• Status: Waiting on Internal (Do Not Create a Child Ticket)

Response 3: Final Confirmation & Process Initiation

For UPI Data Deletion:

Dear User,

Thank you for confirming your decision. We understand that you are ready to delete your data and no longer wish to use our services in the future.

We have raised a formal request to delete all your UPI data from our systems.

Please note the following conditions regarding this process:

• This is a final and irreversible process.

• The data deletion will be completed within 30 to 45 working days.

• All your cashback below ₹10 will be forfeited.

• Once this is completed, you will lose access to all services and will not be able to create a new account with us in the future.

We appreciate your understanding.

Best regards,

Super.money Support Team

For Personal Data Deletion:

Dear Customer,

Thank you for confirming your decision to delete the personal loan data.

We understand this process is important to you. We have forwarded your request to our internal team.

Please be informed that the data deletion process typically takes between 30 to 45 working days to be fully completed.

We will notify you once we receive confirmation that the deletion has been successfully processed.

Thank you for your patience.

Best regards,

super.money Support Team

How to deregister your UPI ID on super.money

Dear Customer,

Thank you for contacting us regarding your request to delete your UPI data.

To ensure a smooth and secure process, please note that you must deregister your UPI ID within the app before we can proceed with the deletion of your UPI data.

How to Deregister Your UPI ID:

1. Open the App: Launch the super.money app on your device.

2. Go to Profile: Tap on your Profile icon at the top of the home screen.

3. Select 'UPI Options'.

4. Click on ‘De-Register UPI ID’

5. Confirm: Confirm the action when prompted.

Next Steps: Once you have successfully completed the deregistration, please reply to this email to confirm. If you encounter any issues or see an error message during this process, please share a screenshot or screen recording so we can assist you further.

We will initiate the final data deletion process as soon as we receive your confirmation.

Regards,

super.money Support Team