SOP: UPI ATM Withdrawal Issues (SuperMoney App)

Purpose

This Standard Operating Procedure (SOP) outlines the steps for agents to follow when a customer encounters issues while attempting to withdraw money from an ATM using the SuperMoney App for payment. The aim is to ensure a consistent and efficient resolution process, enhancing customer satisfaction.

Scope

This SOP applies to all customer support agents handling inquiries related to ATM withdrawal failures initiated via the SuperMoney App.

Procedures

Step 1: Initial Customer Interaction and Information Gathering

1. Acknowledge and Empathize: Begin by acknowledging the customer's frustration and empathizing with their situation.

2. Gather Key Information: Systematically collect the following details from the customer:

   • SuperMoney App Registered Phone Number: (Ensure it matches account details)

   • Transaction ID/Reference Number: (If available from the app or ATM receipt)

   • Amount Attempted to Withdraw:

FreshDesk Taggings:

L1:                    L2:                       L3:

Step 2: Handling Debited Amounts (Money Not Dispensed)

If the SuperMoney App shows a successful transaction and an amount was debited, but no money was dispensed by the ATM:

1. Inform Customer about Reversal Process: Explain that ATM systems usually auto-reverse failed transactions within 2-3 business days.

2. Provide Reference Number: Give the customer a ticket/reference number for their inquiry.

3. Advise to Contact Bank (If funds not reversed):

• If the auto-reversal does not occur within the stated timeframe, advise the customer to contact their bank directly.

• Provide them with the SuperMoney App transaction ID and the exact date/time of the attempt.

• Suggest they request a chargeback or dispute from their bank, providing all transaction details.

4. Initiate Internal Investigation (if applicable):

• Log the incident as a high-priority case.

• Escalate to the relevant internal team (e.g., Finance, Technical Support) with all collected information.

• Attach any relevant screenshots or logs provided by the customer.

FreshDesk Taggings:

L1:                    L2:                       L3:

Step 4: Handling Failed/Declined Transactions (No Debit)

If the SuperMoney App shows a failed or declined transaction, and no amount was debited:

1. Explain Reason (if identifiable): If the error message provides a clear reason (e.g., "Daily limit exceeded," "Incorrect PIN"), explain it to the customer and advise on the next step.

2. Suggest Re-attempt: If the issue seems temporary (e.g., network glitch), suggest re-attempting the withdrawal after some time or at a different ATM.

FreshDesk Taggings:

L1:                    L2:                       L3: