🏦 Bank Order Issues

What is a Bank Order Issue?

The most common Bank Order issue is:

• The customer has already paid, but the wallet balance did not increase.

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🔎 Root Cause

When purchasing wallet balance with a Bank Order, the customer must pay using the exact UPI that was selected during order creation.

• Example: If the customer chose Quick PhonePe, then the payment must be made with the Quick PhonePe UPI already bound to their wallet.
• If the customer uses a different UPI or if the bound UPI is offline, the system cannot capture the payment bill.
• In this case, the order will remain in Pending status.

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✅ Key Points for New CSRs

• Always check if the customer used the correct UPI shown in the order.
• Confirm if the UPI is online in the system.
• If either condition is not met, the order will not process automatically.
• We only assist in recovering funds for the first time a wrong UPI is used.

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📋 Bank Order SOP

This SOP helps CSRs review and resolve Bank Order issues.
The two most important checks are: Correct UPI and UPI Online Status.

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Step 1: Request Evidence from Customer

Ask the customer to provide:

• Screenshot of the problematic order
• Screenshot of wallet order details page

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Step 2: Search Order in CW (Pay Bank)

1. Use the Order ID from the customer.
2. Go to CW backend → click Pay Bank → search with Order No.

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Step 3: Review Order Information

Click the Review button to enter the Review PayOrder page.

Important fields:

• Payer Ct: Tool type and ID used for payment
• Payee Bank: Last 4 digits of the payee’s bank account
• UTR: Reference number
  • Note: Sometimes the user forgets or enters the wrong UTR. In this case, always use the UTR shown in the payment screenshot.
• IDLE: UPI status (online/offline)
  • If offline, notify customer:

    "Dear, your UPI (XXXX@XXX) is currently offline. Please reconnect and keep it online to allow the system to sync your bill."

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Step 4: Check Bill in User Ct Bill

Click View CtBill → choose 3 months range → enter the UTR from the payment screenshot → click Query.

info

Since this is a payment bill, the Bill Type = send.

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Case A: Bill Found

1. Close review page → return to Pay Bank Order page → click Review Success.
2. Confirm:
   • Bank account last 4 digits match
   • Order amount = Bill amount
   • Status = Success

• ✅ If all match → complete callback.
• ❌ If account mismatch → notify customer:

  "Dear, you transferred money to the wrong bank account. The loss must be borne by you."

Special Case: Amount mismatch

• Example: Order = 1500, Bill = 1000
• Notify customer:

  "Dear, you did not pay the full amount. Please pay the remaining balance to the specified bank account and provide a payment screenshot for verification."

After the remaining payment is confirmed, callback the order using the higher amount UTR.

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Case B: Bill Not Found

CSR should ask:

"Dear, did you use Mobikwik (the tool shown in Payer Ct) to make this payment?"

• If customer says ❌ used another UPI → It’s a wrong UPI payment.

Request the following evidence:

"Dear, since you did not use the specified UPI, please provide these proofs so we can review your payment:"

1. Wallet bank order details (showing the payee).
2. Bank statement PDF (last 3 days, including disputed UTR).
3. Third-party video recording of the UPI app: must show login, UPI ID, and full transaction history with disputed UTR.

After verifying, submit to Review Module:

If approved, TL will manually callback. Then reply:

"Dear, your order has been completed successfully. Please note: for Bank Orders, you must always use the specified UPI. If you use another UPI, the wallet cannot process the payment."

Example wallet page:

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✅ Final Summary for New CSRs

1. Always start with screenshots from the customer.
2. Verify if they used the correct UPI shown in the order.
   • ❌ Wrong UPI → Collect evidence → escalate for manual review.
   • ✅ Correct UPI → Check UPI status → Search UTR in User Ct Bill.
3. If bill exists → Review Success.
4. If no bill → inform customer to provide evidence or wait for sync.
5. Always remind: Bank Orders only work with the specified UPI.
6. Fund recovery support is only provided the first time a wrong UPI is used.