superFD Queries

Purpose:

To provide a clear procedure for agents to assist customers with common questions about the SuperFD product, from application to refunds.

Note: If the customers are facing any issues with superFD, it is mandatory to raise the issues on Upswing.

For common FAQs and queries, follow the process below:

1. General Information

• What is a SuperFD?

  • Guideline: Explain that SuperFD is a fixed deposit investment product available through the app.

• Can a customer book multiple SuperFDs?

  • Guideline: Confirm that customers can book multiple SuperFDs, even with the same bank.

FreshDesk Taggings:

    L1: superFD

    L2: General Queries

2. Application Process

• What are the steps to apply for a SuperFD?

  • Guideline: List the key steps in the application process.

  • Procedure:

    1. eKYC: Customer's PAN and Aadhaar are verified.

    2. Basic Details: Customer fills in the requested information.

    3. Deposit Setup: Customer makes the deposit.

    4. vKYC (if required): Customer completes a video KYC with an agent.

• How long does it take for a SuperFD to be booked?

  • Guideline: Set the correct timeline for the booking.

  • Procedure: The SuperFD will be booked within 24 hours after the deposit is paid, or within 24 hours of vKYC completion (if vKYC is a required step for the customer).

• When is vKYC required?

  • Guideline: Explain that vKYC is not mandatory for all applications, but if required, a physical PAN card is necessary. Without a physical PAN, a superFD will not be issued.

FreshDesk Taggings:

    L1: superFD

    L2: KYC Issues

3. Refunds & Failed Deposits

• If a deposit is made but the SuperFD is not booked, when will a refund be issued?

  • Guideline: Explain that an automatic refund is processed.

  • Procedure: The refund will be credited to the customer's original payment method within 5-7 business days. This typically happens if the customer is unable to complete their vKYC or due to payment failures.

FreshDesk Taggings:

    L1: superFD         L2: Refund Issues    L3: Within Refund TAT

• What if the customer did not receive the refund within the TAT?

  • Guideline: Raise a ticket in Upswing and share the ticket number with the customer.

  • Procedure: The refund reversal is initiated automatically. If the same does not happen. There might be a technical issue from the bank or the gateway in processing the refund/reversal. Share the ticket number with the customer and, inform it will be resolved as soon as possible.

FreshDesk Taggings:

    L1: superFD         L2: Refund Issues    L3: Refund TAT Breached

• What if money were debited, but the deposit was not created?

  • Guideline: Inform the customer that this can happen with specific payment methods and that a refund is on the way.

  • Procedure: This occurs if a customer uses a PPI wallet or an NRO bank account. In this case, the money will be debited, but a deposit will not be created. A refund will be issued to the original payment method within 5-7 business days automatically.

FreshDesk Taggings:

    L1: superFD         L2: Refund Issues    L3: Within Refund TAT

1. Issue: Cannot Withdraw SuperCard Deposit/SuperFD

When a user is unable to withdraw their SuperCard deposit:

• Agent Action: Raise a ticket in the Upswing CS portal.

• Agent Communication: Inform the user that a ticket has been raised with the bank to address their issue. Provide them with the steps to view the ticket status in the SuperMoney app:

  1. Go to the Profile section.

  2. Select "Help and feedback."

  3. Click "View Tickets" on the top right.

  4. Click "superCard tickets."

FreshDesk Taggings:

    L1: superFD

    L2: Withdrawal Issues

2. Issue: Aadhaar Mobile Number Mismatch

When a user is receiving an Aadhaar mobile number mismatch error during the application:

• Agent Communication (Initial Response):

  • Instruct the user to ensure the mobile number on their SuperMoney account is the same as their Aadhaar-registered number.

  • Suggest that if the numbers do not match, they can update the mobile number linked to their Aadhaar by visiting an Aadhaar enrolment center.

• Agent Communication (If the issue persists):

  • Apologize for their concern.

  • Inform them that, unfortunately, the superFD application cannot continue due to the bank’s policies regarding the mobile number mismatch.

FreshDesk Taggings:

    L1: superFD

    L2: KYC Issues