Escalation Matrix
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Modified on: Thu, 4 Mar, 2021 at 1:42 PM
Escalation Matrix
| Escalation Matrix |
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| Escalation Matrix |
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| Cashback scenarios | m-amrita1.singh@ocltp.com | Supercashbacks/ Multistage |
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| promoops@paytmbank.com | Manual Cashback | Sucess - manual add - by Refund and Bonus team | digital.refundbonus@paytm.com |
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| UPI payment related | upi.ops@paytm.com |
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| UPI tech ops | upi.techsupport@paytm.com |
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L3 to be selected by UPI CST team before parking to UPI OPS
| L1 | L2 | L3 to be selected by UPI CST team before parking to UPI OPS | L3 to be selected by UPI OPS team before parking to UPI CST | Common L3 to be selected by UPI OPS team before parking to UPI CST |
Issue with my UPI Transaction
| Amount deducted but the receiver has not received it | Complaint need to be Raised | Complaint Raised | 1)PTM is only psp, hence complaint raised
2) RRN not prsent over RGCS panel
3)Plz ask customer to contact his bank directly |
| Receiver has not received the money | Complaint need to be Raised | Complaint Raised |
| TCC Updated | Differed Chargeback raised |
| Differed Chargeback represented | Differed Pre-Arbitration Raised |
| TCC Not Updated After TAT | RRC Updated |
| Chargeback raised |
| TCC Updated |
| Money sent to wrong person | WC Chargeback needs to be raised | Insufficient details |
| Work in progress |
| WC Chargeback Raised |
| Tat Expired to raised WC chargeback |
| RRC Updated |
| Deemed Transaction(WC, deferred chargeback raised) |
| Please provide debit consent |
| Correct indemnity bond |
| Debited wrong beneficiary and credited to correct account |
| Indemnity bond is not filled completely |
Refund initiated by merchant but not received in my account
| Complaint need to be Raised | Complaint Raised |
| Refund has not been credited | Chargeback Raised |
| TCC Updated |
| RRC Updated |
| Not in Refund Sheet |
| Credit Adjustment raised, will be reversed on next working day |
| Refund has been credited |
| Payment done but services not delivered | Complaint need to be Raised | Complaint Raised |
| Payment done successfully | Chargeback Raised |
| RRC Updated |
| Not in Refund sheet |
| Refund has been credited |
| Service Delivered |
| Credit Adjustment raised, will be reversed on next working day |
| Re-presentment Raised | Pre-Arbitration Raised |
| Differed Pre-Arbitration Raised |
| TCC Updated | Differed Chargeback raised |
| Amount deducted from my bank for a failed transaction | Complaint need to be Raised | Complaint Raised |
| DRC Updated |
| Category | Vertical | Queue | Status |
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| Category | Vertical | Queue | Status |
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| UPI | UPI | UPI L2 | Escalated within vertical |
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| UPI OPS | UPI OPS | UPI OPs | Pending with UPI OPS |
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| Bank | Bank | Bank L2 | Parked with other vertical |
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| Fast Tag | Fast Tag Email L1 | Parked with other vertical |
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| Recharge | Recharge | Recharge-L1 | Parked with other vertical |
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| Market Place | Shopping Order | MP_L1_FRESH_PCR | Parked with other vertical |
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| Wallet | Wallet | Wallet L1 Partners | Parked with other vertical |
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| Tickets | Train/Bus/Flights | RnB Bus | Parked with other vertical |
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| Movie Tickets | Movie Tickets | O2O | Parked with other vertical |
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| Other Bank Cybercell | Privacy & Security | Privacy & Security | Parked with other vertical |
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| PPBL Cybercell | Wallet Security | Wallet Security | Parked with other vertical |
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| 3rd Party | 3rd Party | 3rd party merchops L1 | Parked with other vertical |
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| Tech team | UPI Tech | Self | Pending with Tech |
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| PG OPS | PG OPS | Digital operations Team > PG Issues | Pending with other department |
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| Gold | Digital Gold | Digital Gold L1 | Parked with other vertical |
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| Post Paid | Paytm Post Paid | Paytm Post Paid | Parked with other vertical |
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| Entertainment | Entertainment | O2O | Parked with other vertical |
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| Paytm First | Paytm Prime | Paytm Prime L1 | Parked with other vertical |
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| Education | Education | Parked with other vertical |
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| Insurance | Insurance | Recharge-L1 | Parked with other vertical |
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| Consumer Loan EMI/Payments Related Query | Recharge | Recharge-L1 | Parked with other vertical |
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| Merhcnat Loan Related Query | 3rd Party | UPHD | Parked with other vertical |
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| Paytm Money | Paytm Money | Paytm Money | Parked with other vertical |
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Parking procedure for travel team
| Vertical | SF status | Assign To |
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| Flights | Parked with other vertical | Flights Travel In CBSL |
| Tickets/Bus | Parked with other vertical | Travel-In |
| Trains | Parked with other vertical | Travel-In |
| Hotels | Parked with other vertical | Travel-In |
Parking Procedure for Regional Callback || UPI Vertical
| Vertical | Queue | status |
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| UPI | Regional Language – Call Back | Pending For Call Back |
| UPI | Regional_CallBack_EAST_Assamese | Pending For Call Back |
| UPI | Regional_CallBack_EAST_Bengali | Pending For Call Back |
| UPI | Regional_CallBack_EAST_Oriya | Pending For Call Back |
| UPI | Regional_CallBack_NORTH _Punjabi | Pending For Call Back |
| UPI | Regional_CallBack_SOUTH _Kannada | Pending For Call Back |
| UPI | Regional_CallBack_SOUTH _Malayalam | Pending For Call Back |
| UPI | Regional_CallBack_SOUTH _Tamil | Pending For Call Back |
| UPI | Regional_CallBack_SOUTH _Telugu | Pending For Call Back |
| UPI | Regional_CallBack_West_Gujarati | Pending For Call Back |
| UPI | Regional_CallBack_West_Marathi | Pending For Call Back |
Note:: Parking Procedure to Merchant Helpline ------> For Transferring the call to Merchant Helpline, Agent need to select Actual Vertical as "Merchant".
Actual Vertical: Merchant
Information to be mentioned in POST and to be updated on SF (Punched in on SF) when raising cases to UPI OPS
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| UPI OPS. |
| 1) transaction date |
| 2) transaction amount |
| 3) RRN |
| 4) issue brief |
| 5) transaction type if possible |
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