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FAQ – Common Scenarios

FAQ – Common Scenarios & Case Handling​

Below are frequently encountered scenarios and how to handle them effectively:

💬 Sell Issue?​

  • Q1: Why can't I sell money?
  • Q2: Why is my withdrawal not coming?
  • Q3: Is my sale in process?
  • Q4: My Wallet balance was deducted, but I did not receive INR.

Check the following:

  • Verify whether the customer's UPI tool is online. If not, remind them to keep it online and recommend binding multiple tools to increase selling speed.

  • Check if there are any issues or abnormalities with the tool. Resolve them if found.

  • Check if there are any pending orders. Identify what type of pending order it is:

💬 How do I sell?​

  • Q1: How do I withdraw money from these cash wallets into my account?
  • Q2: Money has arrived in my wallet, how do I withdraw it?

Guide the user on how to bind their UPI and how to perform a sell operation.

There are instructional videos available directly in the wallet app to guide users.

💬 Buy Issue?​

  • Q1:
  • Q2:

💬 How do i buy?​

  • Q1:
  • Q2:

📝 Summary of Transaction Issue Handling​

For all transaction-related issues, the investigation logic is always the same.
We simply check:

  1. Did the user actually make the payment?
  2. Was the payment sent to the correct recipient?
  3. Did the user actually receive the money?

🔹 When the User is Paying (Purchase Side)​

  1. Request payment evidence from the customer:

    • Order details screenshot
    • Payment receipt or bank statement
    • UTR reference

  2. Verify payment situation:

    • ✅ If payment is confirmed: Callback the order so balance is updated.
    • ❌ If no valid payment is found: Inform the customer that the payment failed and we cannot process the order.

🔹 When the User is Receiving (Selling Side)​

  1. Request receiving evidence from the customer:

    • Wallet sell order screenshot
    • Bank statement showing recent transactions

  2. Verify receiving situation:

    • ❌ If no money was received: Refund or release balance back to the user.
    • ✅ If money was received: Explain to the customer that funds are already credited to their account.

🔹 Special Cases: System Missing Order & Wrong Deduction​

  • System Missing Order:
    Upstream payment exists, but the system failed to create or match an order.
    → Solution: Callback /补单 and explain negative quota if it appears.

  • System Wrong Deduction:
    The system deducted balance without an upstream payment record (usually due to private transactions).
    → Solution: Refund the quota and educate the customer not to use bound UPI for personal transfers.

✅ Key Principle for New CSR​

  • Always ask for evidence first.
  • Always verify facts with the system and upstream groups.
  • If confirmed → process the callback or refund.
  • If not confirmed → explain clearly to the customer and guide them.

👉 Remember: The handling logic is consistent across all transaction issues.