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🛒 User to Upstream Order Issues

📖 What is a User to Upstream Order?​

A User to Upstream Order happens when:

  • A wallet user pays INR to the upstream provider in exchange for wallet balance.
  • In this process, the user is the payer and the upstream is the payee.
  • These orders appear in the CW system under Order (Upstream Collect).

❓ Common Issues & Customer Questions​

  • "I already paid, but my wallet balance didn’t increase."
  • "My Buy Order is showing pending."

🔧 SOP for Handling User to Upstream Orders

1. Request Order Details from the Customer​

Ask the customer to provide:

  • Screenshot of the wallet order details
  • Clear payment screenshot showing the UPI ID

"Dear, could you please provide a screenshot of your wallet order details?
Which order has not been credited?
Please open your wallet → Home → In Progress → Buy → click the problematic order → send me a screenshot of the details."

"Dear, please also send me a clear payment screenshot showing the UPI ID used."

Example:
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2. Query the Order in CW​

Search by Payer CW ID or UTR inside Order (Upstream Collect).

Example screenshot
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3. Compare Order Details vs Payment Proof​

Check that the payment screenshot matches:

  • UTR
  • Amount
  • Order creation time

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danger

⚠️ Watch for duplicate UTRs across multiple orders.
Sometimes users create several orders but submit the same UTR for all.

Action:

  • Ask the customer to confirm which order was actually paid.
  • Warn them: using the same UTR for multiple orders may delay verification for up to 3 days.
  • When escalating to upstream, always include all related order numbers.

If the order is Pending, use the Order No to check in MC.

4. Get Upstream Order Number in MC​

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Tell the customer:

"Dear, we are confirming your order. Please stay online in LiveChat and wait 5 minutes."

5. Verify with Upstream (OX-InCash Group)​

Send to the upstream group (OX-InCash):

  • MC Order Number
  • Payment screenshot
  • PDF
  • Payment video

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6. Wait for Upstream Response​

6.1 ✅ Upstream Confirms Payment​

  • System auto-updates order to Success.
  • Reply to customer:

    "Dear, thank you for your patience. Your order has been successfully completed. Please refresh your wallet to check your updated balance."

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info

Sometimes upstream replies are slow (more than 5 minutes). If so, proceed with the next steps.

6.2 ❌ Upstream Cannot Find Payment​

Upstream requests additional payment evidence.
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Ask the customer:

"Dear, thank you for your patience. Please provide additional payment evidence so we can verify your transaction."

Required evidence:

  • ✅ Clear payment screenshot (show UPI ID, time, amount, UTR)
  • ✅ Bank statement PDF covering at least 3 days
  • ✅ Video recording: start from logging into UPI app, show UPI ID, UTR, and transaction history

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After receiving evidence:

"Dear, your order (Order ID: XXX) is under review. Please contact online support with the order ID after 24 hours to confirm the result."

6.3 Submit Payment Evidence to Upstream​

Forward the customer’s proof to the upstream group.
Always include: Order Number + PDF + Payment Video link.

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6.4 Record in Upstream Timeout Group​

Log into Upstream Order OutTime Group with:

  • UTR
  • Order Number
  • Record Time
  • PDF
  • Video

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info

After 24 hours, the TL will force callback success if payment is confirmed upstream.

6.5 Special Case: Manual Credit​

Sometimes upstream confirms payment but cannot locate the order number.
Action: request upstream to manually credit the amount and confirm in Order (Upstream Collect).

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📊 Flowchart of the Review Process

✅ Key Points for New CSRs​

  • Always collect evidence first
    Request wallet order details and clear payment screenshots before investigation.

  • Verify in CW system
    Use Payer CW ID or UTR to check in Order (Upstream Collect).

  • Handle Pending orders
    If the order is pending, cross-check in MC and confirm with upstream groups (OX-InCash).

  • If payment is confirmed
    The order will auto-update to Success → remind the customer to refresh their wallet.

  • If payment is not found
    Collect full payment evidence (screenshots, PDF, video) and escalate to upstream groups.

  • Record unresolved cases
    Log in the Upstream Order OutTime group for follow-up and TL callback after 24h.

  • Communicate clearly with customers
    Always reassure that funds are safe, explain the reason for the delay, and guide them through the next steps.