Mandate Setup Failing Repeatedly (superPay in 3)

1. Troubleshooting Steps for Agents

1. UPI App & Version: Confirm the user is attempting the mandate setup within the latest version of the super.money app. If they are redirected to a third-party app (like GPay or PhonePe), ensure those apps are also updated.

2. The ₹5,000 / ₹15,000 Limit: Explain that while the mandate setup may show a higher "max limit" (usually ₹5,000 or ₹15,000), this is just a permission limit and not the actual amount debited. Ensure they have at least ₹1–₹5 in their account for the verification "penny drop" if required.

3. Sim-Binding & SMS: Since mandates require a secure SMS handshake, ask the user to:

   • Switch to Mobile Data (turn off Wi-Fi).

   • Ensure the SIM linked to the bank is in Slot 1.

4. Bank Server Downtime: If the failure is "Bank Server Unavailable," advise the user to try again during non-peak hours (e.g., avoid 11:00 PM – 1:00 AM when most banks run maintenance).

2. Email Response Template

Dear User,

We understand you are facing difficulties while setting up the Autopay mandate for superPay in 3. This is usually a result of temporary communication gaps between the app and your bank's servers.

To resolve this, please follow these steps:

1. Network Refresh: Turn off your Wi-Fi and use your Mobile Data. Ensure your registered SIM card is in Slot 1 of your phone.

2. Update App: Verify that you are on the latest version of super.money from the Play Store/App Store.

3. Cool-off Period: If you have made multiple attempts, please wait for 2 to 4 hours before trying again. Repeated attempts in a short window can be flagged as "High Risk" by your bank's security system.

If the issue persists after following these steps, please reply with a screenshot of the specific error message and the name of the bank you are trying to link.

Regards,

super.money Support Team

FreshDesk Tagging:

SplitStore Mandate Cancellation Requests

Version: 3.0 (Updated) 26 Aug 2026

Trigger Condition: Customer requests to cancel or revoke an e-Mandate / Auto-Debit registration set up for a SplitStore transaction.

Step-by-Step Agent Resolution Procedure

STEP 1: Order Verification via Metabase

1. Search the customer’s SM_ID or Order_ID in the Metabase SplitStore Query Dashboard.

2. Verify the order status and payment state:

   • Pending Installments / Active EMI: Order is in progress with unpaid balances.

   • Full Payment Made / Order Delivered & Closed / Order Cancelled: No outstanding dues remain on the order.

STEP 2: Order-Based Handling

Case A: Payment is Pending / Active Installments

1. Confirm the outstanding order and installment details directly with the customer.

2. Inform them that the mandate is linked to active payments for their current order.

Case B: Order is Fully Paid or Cancelled

1. Do NOT instruct the customer to reach out to their bank.

2. Educate the customer using the updated response template: Explain that the active mandate is retained solely for hassle-free checkout on future purchases, and no money will ever be debited for a fully paid, delivered, or cancelled order.

3. If the customer accepts this explanation, mark the ticket as resolved.

Case C: Customer Insists on Cancellation

1. If the customer explicitly insists on revoking the mandate despite the clarification, proceed with taking the Mandate Cancellation Request.

2. Create a Child Ticket and Inform 2 working days.

Agent Response Macro Templates

Template 1: Standard Clarification (Fully Paid / Cancelled Orders)

Hi [Customer Name],

Thank you for reaching out to super.money support regarding your auto-debit mandate.

We checked your details for Order ID [Order ID] and can confirm that your payment status is complete/cancelled.

Please rest assured that no funds will be debited from your account for this order, as there are zero outstanding dues.

The mandate registration remains active in your profile solely to enable seamless, one-click checkouts on your future SplitStore purchases. It does not trigger any recurring debits unless a new order is placed by you.

If you still prefer to cancel this mandate entirely, please reply to this message and we will gladly process the cancellation request for you.

Warm regards,

super.money Support Team

Template 2: Confirmed Cancellation (Customer Insisted)

Hi [Customer Name],

Thank you for confirming your preference.

As requested, we have initiated the mandate cancellation for your account. The auto-debit registration linked to your bank account will be revoked within 2 working days.

Please note that if you choose to make a new purchase on SplitStore using superPay in 3 in the future, you will need to set up a new mandate during checkout.

Please let us know if you need assistance with anything else!

Best regards,

super.money Support Team

FreshDesk Taggings: