Issue Type

Initial Response

Agent Action

1. Agent will login to the Admin Portal  
2. Click on the UPI section.
3. Go to Customer search  
4. Enter the mobile number (These details will be displayed in the history of the customers chat) and click on apply.  
5. The details of the particular customer will be displayed. 
6. Navigate to UPI TRANSACTION tab
7.Check the transactions in UPI Transaction Tab for verification
8. Check whether cashback credited on UPI transaction tab
9. If no details are visible, Check the eligibility file (excel) of the transaction date with the client ID(channel profle ID) for determining eligibilty 
Elgibility determination (check eligibility file of cashback and ABCD coins of transaction date)
1. If client ID is not available on the eligibility file, then transaction is not eligible. Check TnC if the customer asks for reason for ineligibility
2. Budget exhaust- If transaction is visible in eligibilty file and amount is ""0"" in reward posted column, then customer is not eligible for cashback due to budget exhaust
3. If the client ID is available in the eligibility file and cashback not received, check in admin portal- eligble transaction- if the cashback is on hold- check the reason duplicate device ID, then customer is not eligible for cashback due to multiple mobile number usage (mobile numbers can be obtained - device history tab in customer search option)

Response

In case the eligibility of the transaction is not determined (cm inquring cashback status within 10 working days or before specified date in TnC)
We wish to inform you that the cashback amount may be credited, in accordance with the Terms and Conditions, to the Eligible User's bank account linked with the ABCD App within ten (10) working days after the Eligible Transaction is successfully processed and the funds are transferred to the intended payee. We kindly request your patience until this time frame for the cashback to be processed. If your transaction qualifies, the amount will be credited accordingly.
To view the detailed terms and conditions of our cashback offers, please follow the steps below:
1.Open the ABCD App.
2.Navigate to the “My Track” section.
3.Click on “Cashback.”
4.In the ‘How can I earn’ section, you can view all available cashback offers.
5.Tap on the desired offer to view its specific terms and conditions.
In case the txn is not elgible for cashback
This is to inform you that amount of …..... dated on …............ is not eligible as per the below terms and conditions: (mention TnC)
In case the txn is eligible for cashback and cashback credited
As per our records, cashback of ....... has been credited to your bank account linked with the ABCD app on .............. vide ref id ............... Please check your bank account statement for credit confirmation.
In case the txn is eligible for cashback , however unable to credit even after 3 retriggers and hence ABCD coins credited
We wish to inform you that despite multiple attempts, we were unable to credit the cashback to the bank account linked with your ABCD App. Hence the eligible cashback amount has been credited as reward points of Rs.------ on ------- (date) as specified in the terms and conditions. These reward points are available as ""ABCD Coins"" in the ""My Track"" section of your ABCD App, where you can view and redeem them at your convenience.
How to redeem coins/reward point
In order to redeem the reward points you may navigate through the following path: 
1. Open the ABCD App.
2. Navigate to the My Track section.
3. Click on ABCD coins.
4. In the Redeem Now section, select the options to redeem and utilize the coins.
In case the eligibility of the transaction is not determined
We wish to inform you that the cashback amount may be credited, in accordance with the Terms and Conditions, to the Eligible User's bank account linked with the ABCD App within ten (10) working days after the Eligible Transaction is successfully processed and the funds are transferred to the intended payee. We kindly request your patience until this time frame for the cashback to be processed. If your transaction qualifies, the amount will be credited accordingly.
To view the detailed terms and conditions of our cashback offers, please follow the steps below:
1.Open the ABCD App.
2.Navigate to the “My Track” section.
3.Click on “Cashback.”
4.In the ‘How can I earn’ section, you can view all available cashback offers.
5.Tap on the desired offer to view its specific terms and conditions.
We truly appreciate your understanding and continued support. Should you require any further assistance, please do not hesitate to contact us.
Incase of duplicate device id issue
We have noticed that multiple mobile numbers have been associated with the same device to complete transactions within the offer period, We would like to clarify that, as outlined in the terms and conditions of the cashback offer, this   can be availed only once by one Eligible User per Device, during the Offer Period.  Hence, we regret to state your transaction of Rs...... dated ........is not eligible for cashback

SR Closure Comment