VOC:

  • It is been 2 days i have not received the withdrawal amount

  • When will I get my withdrawal?

  • Why can I not see my withdrawals in my account?


Action Steps:


  1. Ensure strict adherence to due diligence in order to avoid disclosing any details that would violate the authentication policy.

  2. Review the Help Center transaction fields in Freshdesk (such as HC Txn ID, HC Txn Amount, and HC Txn Created Date) and the KYC Status on the CRM / HelpCenter. Validate the same with the user in the beginning of the call.

  3. Check the withdrawal tab in the CRM and locate the ‘transaction’ by amount or date, as raised by the user through the Help Center.

    1. If we are unable to locate the withdrawal transaction on CRM - Confirm whether the user has raised the correct withdrawal transaction via the Help Center. If not, investigate the correct transaction the user is experiencing issues with

  4. If the ‘status’ against the withdrawal id is mentioned as ‘Processed By Bank’ then:
    Check if 2 working days have elapsed from the updated time of the transaction?

    1. If No - Inform the user to wait for 2 working days from the date of withdrawal request. 


MTRC:

L1: Withdrawal Related

L2: Money Withdrawn Not Showing in Bank 

L3: PBB- Within 2 WD


  1. If Yes - If more than 2 days have passed and the user has not received the amount, ask them to send their bank statement, covering the period from the withdrawal transaction date to the current date, to support@brand.com. The email support team will provide a resolution or update on the next steps within 5 working days from receiving the email

Note* 

  • If the account statement is password protected, then ask the user to share the password as well. 

  • The account statement shall be in PDF format, below 20 MB of size

  • Ensure that the user has a verified email address on CRM - else guide the user on the steps for verification


MTRC:

L1: Withdrawal Related

L2: Money Withdrawn Not Showing in Bank 

L3: PBB- Post 2 WD - Stmt Rqst


  1. Once the statement is received then the email team has to raise a child ticket and follow up with respective PG to get the issue resolved.


Agent Response:


Hi, this is [Name]. You requested a call-back regarding your withdrawal inquiry. I see you initiated a withdrawal on [XX.XX.XXX] for Rs. [XX]. Can you confirm if that’s the transaction you’re referring to?<wait for the user to respond>

If 2 working days not crossed:


We apologize for the delay. Please allow 2 working days; by [XX.XX.XXXX], you should receive the amount in your bank account. If you do not receive it by then, kindly send your bank account statement from the date of the transaction to the date of sending email to support@brand.com. Our team will investigate the issue and provide you with a resolution or next steps within 5 working days of receiving your email. <notify user that account statement should be in PDF with less than 20 MB size, and user email should be verified>



If 2 working days crossed:


We apologize for the inconvenience and understand that you have not yet received the amount. Normally, transactions are credited instantly, but there seems to be a delay due to issues with your bank's server. Rest assured, your funds are safe.


To assist you further, please send your bank account statement from the date of the transaction to the date of sending email to support@brand.com. Our team will investigate the issue and provide you with a resolution or next steps within 5 working days of receiving your email. <notify user that account statement should be in PDF with less than 20 MB size, and user email should be verified>


*This response is indicative, the response is subject to change based on the actual issue identified!