| CST_Merchant_query_handling_guide | ||
| L1 & L2 Response | For new merchant requests | For existing merchant requests |
| First Response | Guide the merchant to go to https://business.paytm.com and register himself as a merchant | Guide the merchant to go to Paytm for business app on Android/IOS and go to need help section; alternatively if merchant is a offline merchant, then ask the merchant to call on 0120-4440440 |
If merchant reopens ticket, then second response | Asking for Offline Payments/ QR code | Verify that he has an MID in the system (Use wallet panel, merchant details tab for the same) |
| If new merchant is asking for offline payments / QR code: Then ask the merchant to call on 0120-4440440 and press 2 for registering as a new merchant, and inform him that merchant will be patched to onboarding agent which will guide him to register as a merchant | If you find MID, then response: | |
| Apologize to the merchants and advise him to call 0120-4440440 again and console him/her that we will also ask someone to get in touch with you | ||
| From SF ticket, forward the ticket one-on-one to payments.helpdesk@paytm.com along with merchant contact details | ||
| Asking for Online or website payments/ Payment Gateway | If you do not find MID, then response: | |
| If new merchant is asking for online or website payments / Payment Gateway: Then ask the merchant to write to payments.onboarding@paytm.com | Guide him/her to go to Paytm for business app on Android/IOS or call on 0120-4440440 | |
| For Social queries | Park to Merchant social queue | |
| For Nodal queries | Continue Parking to UPHD queue | |