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Issue Type

Bill paid on incorrect number/ ID

Initial Response

My name is ------and I am here to assist you on <issue>
  < Rs  > was settled with the <Name> on < Date > . Is this the transaction that you are facing issue with?
I will look into this issue, which may take a few minutes. Your patience is greatly appreciated.
Thank you for being online, and I apologize for the longer wait.

Agent Action

1. Agent will login to the Admin Portal  
2. Click on the BBPS section.
3. Go to the Transactions.  
4. Enter the BBPS ref no or UPI ref no, biller category, payment method and the date range (These details will be displayed in the history of the customers chat) and click on apply.  
5. The details of the particular transaction will be displayed. 
Agent will check the status of the transaction 

Response

We wish to inform you that as per records, your transaction of <Rs> was settled with <Name> using biller reference ID <biller ref ID> on <Date>.
Please note that once a transaction has been successfully processed by your operator or biller, it cannot be changed or reversed. If you require further assistance, we recommend you contact them immediately with the following details. 
Transaction ID, amount,
Biller reference number.
Date and time of the transaction.
This information will help them address your concerns and provide the necessary assistance.

SR Closure Comment

We wish to inform you that as per records, your transaction of <Rs> was settled with <Name> using biller reference ID <biller ref ID> on <Date>.
Please note that once a transaction has been successfully processed by your operator or biller, it cannot be changed or reversed. If you require further assistance, we recommend you contact them immediately with the following details. 
Transaction ID, amount,
Biller reference number.
Date and time of the transaction.
This information will help them address your concerns and provide the necessary assistance.