OTP Failure 

This SOP addresses cases where customers report that the OTP (One-Time Password) is not working or is not received during the verification process.

Resolution Steps

Case Description

The customer is complaining about OTP failure.

Steps to Resolve

1. Request Information from the Customer:

   • Ask the customer to provide the mobile number they used on Shory.

2. Access the Admin Panel:

   • Navigate to the Admin Panel > Vendor SMS Report.

3. Check Vendor SMS Status:

   • Use the date when the customer attempted to receive the OTP.

   • Click on Search to view the SMS delivery status.

4. Analyze the Results:

   • If all SMS vendors show as fail:

     • Inform the customer:

       • "We are currently investigating the issue. We will get back to you with an update as soon as possible."

     • Escalate the issue to L2: "CX failed to receive the SMS for OTP."

   • If at least one SMS vendor shows no error:

     • Inform the customer:

       • "The OTP has been sent successfully. Please retry the process. If you still face issues, kindly check your spam inbox or contact your telecom provider."

   • If the mobile number is incorrect:

     • Assist the customer in updating their mobile number on their Shory account. (Refer to SOP Code AR5 for updating customer details.)

General Verbiage

"I understand the inconvenience this may have caused. Let me check the status of the OTP delivery and assist you further."

Conclusion

By following these steps, the cause of OTP failure can be identified, and appropriate guidance can be provided to the customer. Issues due to incorrect numbers or SMS vendor failures should be promptly escalated or resolved to ensure a seamless experience.