Recharge Error/Issue

Opening : 

Good Morning/Afternoon/Evening Welcome to shiprocket. My Name is _. How may I help you?

 System Check :-

1) Copy link from SPARK & paste it in new tab 

2) When seller did recharge and for what amount

3) Advisor will check the payment gateway (Razorpay & paytm) to find the txn details and take the following actions. 

(Note: Auto cron for the Razopay runs every half hour to track payment status. 

Razor pay link https://icicibank.razorpay.com/app/payments/pay_MT5inwtfUJLeiR 

ID:-  tarun@bpoconvergence.com

Password - Tarun@007)

• Advisor will check the payment gateway (Razorpay & paytm) to find the txn details and take the following actions. 

a) If payment status is successful (captured) and time difference is > 1 hour than raise ticket to Group " Tech Support"" to manually update the payment, if < 1 hr then explain seller to wait for the cycle to be completed 

b) If txn is failed, inform the seller to wait for 5-7 business days as amount will refund to the source account. 

c) If the status is Created - Pending , neither captured nor failed, suggest to wait for 1hr 

d) If the status is Captured - Then the recharge has been done 

e) Authorised - Then the recharge has been done

We’ve now enabled the convenience fee feature on Razorpay, allowing us to pass payment gateway charges to the seller at the time of transaction. The fee amount varies based on the selected payment method.

• The convenience fee is automatically added to the seller’s payable amount at Razorpay checkout after they choose a payment method.

• This change applies only to Razorpay transactions. This is not applicable for other payment gateways or payment modes like Smart Collect.

2.Introduction of Convenience Fee on Credit Card Recharges

• We’ve now enabled the convenience fee feature on Razorpay, allowing us to pass payment gateway charges to the seller at the time of transaction. The fee amount varies based on the selected payment

method.

• The convenience fee is automatically added to the seller’s payable amount at Razorpay checkout after they choose a payment method.

• This change applies only to Razorpay transactions. This is not applicable for other payment gateways or payment modes like Smart Collect. 

Scenario 1: If no payment status visible on razorpay 

1) I would like to request you to share the screenshot of transaction ID on email & once you shares the screenshot then please allow us a maximum of two days, to get back to you with update.

Nugget Ticket

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              Customer Support Tech Desk

• Agent Assign :-                                                      NA

• Ticket Priority :-                                                      Low

• Status :-                                                                Awating Customer Response

• Subject :-                                 Amount deducted from bank  but balancce not reflecting in panel

• Body:-                                                                    NA

• Private Notes :-                                                      NA

• Phone:-                                                                  Calling number

• Source:-                                                                 Phone / Chat 

• Type:-                                                                     Query

• FCR:-                                                                      NFCR

• Escalation Desk/ORM Tag :-                                   NA

• VOC :-                                                                     NA

• SR Issue Category:-                                              Wallet Balance

• Sub Category :-                                                      Unable to Recharge Balance

• Issue Details :-                                        Amount deducted from bank  but balancce not reflecting in panel

• Courier Name:-                                                        NA

• AWB Number :-                                                       NA

• Multiple AWB Number :-                                          NA

• Multiple Case Scenario :-                                        NA

• Shipment Status :-                                                  NA

• Jira Link :-                                                               NA

• KAM Action Flag :-                                                  NA

Scenario 2:  Seller shared the transaction id screenshot

I would like to inform you that i am escalating your issue and request you to please wait for 1-2 Working days.

Further assistance :- 

Is there service related anything else I can help you with ?

Closing :-

Thank you for calling Shiprocket. Have a nice day

Nugget  Ticket

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              Customer Support Finance Desk

• Agent Assign :-                                                      NA

• Ticket Priority :-                                                      Low

• Status :-                                                                Awating Customer Response

• Subject :-                                 Amount deducted from bank  but balancce not reflecting in panel

• Body:-                                                                    NA

• Private Notes :-                                                      NA

• Phone:-                                                                  Calling number

• Source:-                                                                 Phone / Chat 

• Type:-                                                                     Query

• FCR:-                                                                      NFCR

• Escalation Desk/ORM Tag :-                                   NA

• VOC :-                                                                     NA

• SR Issue Category:-                                              Wallet Balance

• Sub Category :-                                                      Unable to Recharge Balance

• Issue Details :-                                        Amount deducted from bank  but balancce not reflecting in panel

• Courier Name:-                                                        NA

• AWB Number :-                                                       NA

• Multiple AWB Number :-                                          NA

• Multiple Case Scenario :-                                        NA

• Shipment Status :-                                                  NA

• Jira Link :-                                                               NA

• KAM Action Flag :-                                                  NA