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🔎 Core Logic of Upstream Order Review

1️⃣ Does the Receiving UPI Belong to the Wallet?​

  • If ❌ it does not belong to the wallet → Inform upstream this is not our receiving account.

2️⃣ If the UPI Belongs to the Wallet → Did It Actually Receive the Payment?​

✅ Payment Received​

  • Check why the order was not matched (saved payment, missing order, mismatch between order and bill, order timeout).
  • Action: To be redirected according to SOP.

❌ Payment Not Received​

  • Request evidence from upstream:
    • Bank PDF (last 3 days, including the disputed UTR)
    • Clear third-party perspective video recording of the UPI app showing login, UPI ID, and transaction history
  • Action: To be redirected according to SOP.

✅ Summary for New CSRs​

  1. Confirm whether the receiving UPI belongs to the wallet.
  2. If it does → Check whether the payment was actually received.
  3. If received → Follow SOP to review order and bill details → If confirmed → Perform callback / escalate to TL for manual credit.
  4. If not received → Request evidence from upstream → Review according to standards → If confirmed → Perform callback / escalate to TL for manual credit.