Issue Category | Sub-Issue Category | Issue Category Reason | Scenarios | Checks | |||
| E-mail Response | Action | Status | |||||
Getting Started | What is Xtra Rewards Program? How do I enroll? | User Unaware | Customer wants to know about Xtra rewards and how to participate in it | As per scenario and customer VOC | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: What is XTRAREWARDS | Hi <First Name>, XTRAREWARDS Program is Indian Oil's loyalty Program for its esteemed customers. Paytm along with 'XTRAREWARDS' now offer their customers the benefit to enjoy loyalty points on fuel purchases from Indian Oil retail outlets using Paytm mobile app. Customers may redeem loyalty points for free fuel from Indian Oil In order to redeem these points and use these points to pay for your fuel payments at IOCL fuel pumps, you need to enroll into this program by providing minimal details like Name, Date of Birth, Gender, etc. and this information will be shared to IOCL to enroll you into this program After enrolling, you can redeem these points earned into money within a newly created Xtrarewards sub-wallet called 'Allowance Wallet' within your Paytm wallet. You can access your XTRAREWARDS sub-wallet within Passbook section in the Paytm app after enrolling and redeeming your XTRAREWARDS points | Solved |
| Welcome screen shows a number. Are these the reward points I accumulated so far? | User Unaware | Customer wants to know how to check the reward points accumulated so far on his/her profile | As per scenario and customer VOC | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Welcome screen reward points | Hi <First Name>, the number shown on your welcome screen is the number of Reward points you accumulated for your previously done transactions at IOCL using Paytm You can choose to redeem them at any point in time after enrolling in the program by tapping on 'Enroll to redeem points' option on the welcome screen | Solved | |
Issues with Enrollment in the program | Submitted details for enrollment in the program but Profile not created till now | 1.Profile Created User Unaware 2.Profile not Created | Customer has submitted the required documents and details for profile creation but it has not been created yet | As per scenario and customer VOC | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Profile not created | Hi <First Name>, it takes upto 48 hours after submitting details for creating your profile, as the details have to be validated by IOCL In case your profile has not been created even after the mentioned-timeline, please write to us and we will look into it | Solved |
| How do I know if my Xtra Rewards Profile is created? | User Unaware | Customer wants to know how to check if his/her rewards profile has been created | As per scenario and customer VOC | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: How to create profile? | Hi <First Name>, you will receive a Confirmation SMS and Email from us to that extent. Also, you can access the details of your XTRAREWARD points by accessing XTRAREWARDS within the City Services category using the Paytm App | Solved | |
| Profile is created but I cannot find XTRAREWARDS Wallet? | User Unaware | Customer has created a profile, but he/she cannot find the XTRAREWARDS sub-wallet | As per scenario and customer VOC | Case 1 - If screenshot is not shared: 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Cannot find XTRAREWARDS wallet Case 2 - If screenshot is shared: 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Validating details | Case 1:- Hi <First Name>, once you have received a confirmation SMS and Email from Paytm stating that your Xtra Rewards Profile has been created, please follow the below-mentioned steps: 1. Launch your Paytm app 2. Tap on the 'More' option visible on your Paytm app home-screen 3. Scroll down to the 'City Services' category 4. Tap on the 'XTRAREWARDS' icon to gain access to your IOCL XTRAREWARDS After successfully redeeming your points, you will find a new sub-wallet (under the name 'XTRAREWARDS') created within the 'Passbook' section of your Paytm app. This sub-wallet will have the money added to it, corresponding to the points you have redeemed In case you do not find the sub-wallet created within your main Paytm wallet, please write to us along with the screenshot of your Paytm passbook section Case 2:- Hi <First Name>, we have received your details and our team is currently validating the same. Kindly wait till we get back to you with an update on the latest | Case 1 - Solved Case 2 - Escalated within verrtical 3rd Party Cashback L2 | |
Issues with redemption of reward points | How do I redeem the points I earned? | User Unaware | Customer wants to know how to redeem the points earned | As per scenario and customer VOC | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: How to redeem points? | Hi <First Name>, you can start redeeming the points only after having enrolled in the program on your Paytm app. Once your enrollment is done and your profile is successfully created, go the 'XTRAREWARDS' sub-wallet in your passbook and tap on the 'Redeem Points' link to start redeeming your reward points Also, kindly note that: 1. You can start redeeming points only when the accumulated points are more than 50 2. The amount you receive in your wallet will be one-fourth the number of points you redeem For example, if you redeem 1000 points in one-go, you'll receive an amount of Rs.250 in your XTRAREWARDS wallet. | Solved |
| Unable to redeem my reward points - OTP not received | User Unaware | Customer is unable to redeem his/her reward as he/she did not receive the OTP | As per scenario and customer VOC | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: OTP not received | Hi <First Name>, OTP (One Time Password) needed for the redemption of points comes from the IOCL network and it might take a few minutes sometimes owing to network issues Meanwhile, please make sure you are located in an area with a strong mobile network. If the problem persists, please do write to us | Solved | |
| Redemption status showing Pending / Failed | 1.Redemption Pending 2.Redemption Failed | Customer tried redeeming his/her XTRAREWARDS but redemption station is currently in pending/failed | 1. Go to seller panel. 2. Search using customer mobile number/email id under 'Customer' tab 3. Check 'SCLW History' to confirm if redemption has been added | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Redemption showing Pending | Hi <First Name>, it might take a few minutes for the redeemed amount to reflect in your 'XTRAREWARDS' sub-wallet owing to issues in the network. Kindly wait a little longer in case your redemption goes to a pending state. The pending status will either become successful or failed In case your transaction goes into failure, please try again and write back to us if the problem persists | Solved | |
| Redemption status showing Pending / Failed | Redemption Success | Customer tried redeeming his/her XTRAREWARDS but redemption station is currently in pending/failed | 1. Go to seller panel. 2. Search using customer mobile number/email id under 'Customer' tab 3. Check 'SCLW History' to confirm if redemption has been added | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Redemption showing Success | Hi <First Name>, your redemption amount of Rs <Amount> against order ID <order id> on <dd-mmm-yyyy> Please check your allowance wallet to see your updated balance | Solved | |
| Redeemed the points but money not credited in Xtra Rewards Wallet | User Unaware | Customer has redeemed the points but the amount has not been credited in XTRAREWARDS Wallet | As per scenario and customer VOC | Case 1- If screenshot is not shared: 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Redemption complete but amount not credited Case 2 - If screenshot is shared: 3rd Party:: 3rd Party: XTRAREWARDS IOCL: Validating details | Case 1: Hi <First Name>, Once you enter the OTP and the 'Redemption successful' screen appears on your Paytm app, the amount should reflect in your 'XTRAREWARDS' sub-wallet In case the money is still not credited, please write to us sharing the following screenshots 1. Screenshot showing the 'Redemption Successful' screen 2. Screenshot of your 'XTRAREWARDS' sub-wallet screenshot Case 2: Hi <First Name>, we have received your details and our team is currently validating the same. Kindly wait till we get back to you with an update on the latest | Case 1 - Solved Case 2 - Escalated within verrtical 3rd Party Cashback L2 | |
| <ANY> | <ANY> | <ANY> | Customer wants to know about the feature launch in the Paytm iOS app | As per scenario and customer VOC | 3rd Party:: 3rd Party: XTRAREWARDS IOCL: iOS app launch for XTRAREWARDS | Hi <First Name>, the feature of IOCL XTRAREWARDS is currently not available on the Paytm app for iOS app. Our team is currently working on it and this feature should be available soon | Solved |
IOCL Extra rewards program Print
Modified on: Mon, 20 Sep, 2021 at 5:33 PM
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