Channel partner query

ISSUE TYPE 1: Partner code change query.

Scenario 1:The customer is in the Trial period and requesting partner code change

Steps to be followed by Inbound agent 

Step 1.1: Help Customer to change the code from the profile option in the mobile app on their own

> If resolved

>Disposition in Ameyo: Channel partner query - Partner code change request

Steps to be followed by L2 agent 

Step 12:  Mail the customer to change the code from the profile on their own. The template name is (How to change partner code)

Step 1.3: If the customer is not aware of how to do that, then we can change the code from the admin app.      

> If resolved

>Disposition in Ameyo: Channel partner query - Partner code change request

>Disposition in ZOHO: Partner code Change - Trial subscription Change Partner Code 

Note- To change the code from admin app> search user details> below the phone number we will get the option to add partner code>

Scenario 2: The customer is using an active subscription

Step 2.1: When we receive a ticket with a partner code change request then the respective agent should mail the TIMELINE template to the customer while keeping RSM and Khyati in CC.

Step 2.2: Mail the old partner who is already tagged with customer from a ticket with the template name as Mail to Old Partner from the ticket and keep RSM and Khyati in CC

Step 3.3: Within the 3 days time if the old partner does not reply to the mail then on the 3rd day at the EOD  change the partner code from the admin app. For the registered customer from which the mail is received. 

Step 2.4: If the old partner responds then we will not change the code. And will inform the customer via phone and email. Email we can type manually. 

Note- Changing of partner can be done by L2 team.

> If resolved

>Disposition in Ameyo: Channel partner query - Partner code change request

>Disposition in ZOHO: Partner code Change - Renewal Query/Change Partner Code 

Note- To change the code from admin app> search user details> below the phone number we will get the option to add partner code>

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ISSUE TYPE 2: New partner query 

Scenario 1: Partner calls on helpline no

Step 1.1: If partner calls on helpline number inform partner to login to partner portal(Partner.bizanalyst.in), collect partner's address, Email ID and mobile number and share the details to particular state RSM/ASM.

> If resolved

>Disposition: Channel partner query - New Partner request 

Scenario 2: Partner mailed us or raised a ticket 

Step 2.1: If a partner is raising a ticket to become a new partner,  collect the partner's address, Email ID, and mobile number and forward the mail to a particular state RSM/ASM.

 > If resolved

>Disposition: Channel partner query - New Partner request 

>Disposition in ZOHO: Channel Partner query - Interested in partnership 

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ISSUE TYPE 3: Credit purchase

Step 2.1: If partner calls on helpline number inform to mail us at accounts@siliconveins.com.

 > If resolved

>Disposition: Channel partner query - Partner_credit_coins_query 

Step 2.2: If partner is raising ticket inform to mail us at accounts@siliconveins.com.

 > If resolved

>Disposition in Ameyo: Channel partner query - Partner_credit_coins_query 

>Disposition in ZOHO: Channel partner query - Buying Of Units 

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ISSUE TYPE 4: Partner commission invoice

Scenario 1: Partner calls on helpline no

Step 1.1:If partner calls on helpline number inform partner to mail the commission invoice at help@siliconveins.com forward it to accounts team(Subhash)and RSM.

> If resolved

>Disposition: Subscription Related - Request for invoice (disposition will be changed once correct disposition is added)

Scenario 2: Partner mailed us on help@siliconveins.com

Step 2.1: If partner is raising ticket inform partner to mail the commission invoice at help@siliconveins.com forward it to accounts team(Subhash)and RSM.

  > If resolved

>Disposition in Ameyo: Subscription Related - Request for invoice (disposition will be changed once correct disposition is added)

>Disposition in ZOHO: Channel Partner query - Partner Activation Query 

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ISSUE TYPE 5: Partner bank account inactive

Scenario 1: Partner calls on helpline no

Step 1.1: If the partner calls on helpline number collect the details from the partner and share it with RSM

> If resolved

>Disposition: Channel partner query - Partner_portal_query

Scenario 2: Partner mailed us on help@siliconveins.com

Step 2.1: If a partner is raising a ticket to activate the inactivated bank account, collect the partner's details and forward the mail to the particular state RSM/ASM

> If resolved

>Disposition in Ameyo: Channel partner query - Partner_portal_query

>Disposition in ZOHO: Channel partner query - Add bank details_Partner portal 

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ISSUE TYPE 6: Partner is changing his company details and partner code

Scenario 1: Partner calls on helpline no

Step 1.1: If partner calls on helpline number, inform partner to email and share the valid reason at help@silicoveins.com.(Credits can't be transferred) 

> If resolved

>Disposition: Channel partner query - Partner_portal_query

Scenario 2: Partner mailed us on help@siliconveins.com

Step 2.1: If partner mails us with a valid reason for transferring users to new Partner ID, share the details to Product Team who then will transfer the user to new partner code.(Credits can't be transferred) 

> If resolved

>Disposition in Ameyo: Channel partner query - Partner_portal_query

>Disposition in ZOHO: Channel Partner query - Channel Partner query - Others 

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ISSUE TYPE 7: PARTNER WANTS TO REVERSE THE ACTIVATED SUSBCRIPTION

Scenario 1: Partner calls on helpline no

Step 1.1: Partner calls on helpline no, Inform partner reversal can be done from partner portal.

Step 1.2: Reversal can be done within 4 days from the date of activation.

Step 1.3: If a partner is not able to reverse the subscription from the partner portal, he can mail us on help@siliconveins for reversal.

> If resolved

>Disposition: Channel partner query - Reversal of units 

Scenario 2: Partner mailed us on help@siliconveins.com

Step 2.1: Partner is raising ticket for reversal, inform partner reversal can be done from partner portal.

Step 2.2: Reversal can be done within 4 days from the date of activation.

Step 2.3: If partner is not able to reverse the subscription agent should mail the details to Suhail sir and get the approval for reversal.

Step 2.4: After receiving approval reversal can be done.(Reversal can be done manager or team leader who have the reversal access)

> If resolved

>Disposition in Ameyo: Channel partner query - Reversal of units 

>Disposition in ZOHO: Channel Partner query - Reversal Of Units 

ISSUE TYPE 8: Process of invoice generation for partner lead.

• Invoices will be shared from our end with the customer and partner when a subscription is purchased.

• The invoices shared from our end will have partner details mentioned (Note: Invoices will have Partner name and address, not siliconveins)

Scenario 1: If the partner has enabled the proforma invoice setting in the partner portal.

• If the partner has enabled Generate proforma invoice settings in the partner portal, the invoices shared are proforma invoices that cannot be used for GST claims.

• Partner should manually generate a Tax invoice with partner details and share it to the merchant.

Scenario 2: If the partner has enabled the proforma invoice setting in the partner portal.

• If the partner has not enabled Generate proforma invoice settings in the partner portal, the invoices shared are tax invoices that can be used for GST claims.

> If resolved

>Disposition: Subscription Related - Request for invoice 

Partner helpline no: 8879899398