Check Customer VOC as per scenario
and select appropriate macro from bottom of table
Scenario | Macro Name | Macro Description |
| Dispute over transaction being counted in one cashback offer and not the other | UPI:: SuperCash: Transaction counted in Specific Cashback offer | Hi <First Name>, Your transaction of INR <amount> with UPI Reference number <RRN> has been counted under the < Active Cashback offer name> cashback offer and not < Cashback offer in VOC> cashback offer. As per Offer TnC, you need to do <xx> more transactions to complete < Active Cashback offer name> offer. Once your offer is completed your transactions will start getting counted as per the TnCs of your active cashback offers. |
| Dispute over Cashback credited against failed transaction | UPI:: SuperCash: Cashback Recovered for failed transactions | Hi <First Name>, The cashback amount you had received was erroneously credited to your account against a failed transaction. Cashback amount of INR <amount> has been recovered from your account. We regret the inconvienince caused. We appreciate your patience and cooperation in this matter. |
| Customer not eligible for 20pe30 Offer | UPI:: SuperCash: Customer not eligible for UPI 20pe30 Offer | Hi <First Name>, You are not eligible for UPI 20pe30 offer. To know more details about the cashback offers you are eligible , launch your Paytm app and Tap on the 'Cashback Offers' tab located on top right on your home-screen |
| P2M Cashback, transaction not available on PG | UPI:: Unacquired merchant: Customer to coordinate with merchant | Hi <First Name>, Your UPI transaction of Rs. <amount> for UPI reference number <RRN> on <dd-mmm-yyyy> has been successfully processed. We have checked that the cash-back offer <Offer Name if available> is being managed by the merchant. Therefore, we request you to coordinate with the merchant for cashback T&Cs |
| Customer quoting a certain cashback offer | UPI:: SuperCash:Source Of Offer | Hi <First Name>, Please share the following: 1. Offer name 2. Transaction id or screenshot of the transaction id 3. Screenshot of the source of cashback |
| Customer not eligible for 10pe10 Offer | UPI:: SuperCash: Customer not eligible for UPI 10pe10 Offer | Hi <First Name>, You are not eligible for UPI 10pe10 offer as this offer is applicable to only those transactions, where the receiver's UPI address is Paytm (i.e. @paytm). To know more details about the cashback offers you are eligible, launch your Paytm app and Tap on the 'Cashback Offers' located on top right on your home-screen |
| Customer not eligible for 10pe30 Offer | UPI:: SuperCash: Customer not eligible for UPI 10pe30 Offer | Hi <First Name>, You are not eligible for UPI 10pe30 offer as this offer is applicable to only those transactions, where the receiver's UPI address is Paytm (i.e. @paytm). To know more details about the cashback offers you are eligible, launch your Paytm app and Tap on the 'Cashback Offers' located on top right on your home-screen |
| Customer not eligible for 5pe20 Offer | UPI:: SuperCash: Customer not eligible for UPI 5pe20 Offer | Hi <First Name>, You are not eligible for UPI 5pe20 offer. To know more details about the cashback offers you are eligible , launch your Paytm app and Tap on the 'Cashback Offers' tab located on top right on your home-screen |
| Customer not eligible_for selected users only | UPI:: SuperCash: Customer not eligible_for selected users only | Hi <First Name>, this cashback offer campaign is for selected users only. To know more about the TnC's of this offer,please go through this link <Offer TnC link>. To know more details about the cashback offers you are eligible for , launch your Paytm app and Tap on the 'Cashback Offers' tab located on top right on your home-screen |
| Request to elaborate Cashback offers | UPI:: SuperCash: Request to elaborate | Hi <First Name>, In absence of important information from your end, we are unable to take the required action. Thus, to resolve the concern more accurately, we would request you to kindly share with us the Offer name with which you want to link your transaction |
| Cashback Offer duration expired | UPI:: SuperCash: Offer duration expired | Hi < customer name >, Please be informed that our ‘<Offer Name>’ has expired. You can no longer participate in this cashback offer. However, for other cashback offer updates, please follow below mentioned steps: 1) Open your Paytm App and go to the Profile section 2) Select 'Cashback Offers' and scroll down to check new offers |
| Customer not eligible_for selected users only | UPI:: SuperCash: Customer not eligible_for selected users only(Offer TnC) | Hi <First Name>, Please note that this cashback offer campaign is for selected users only. To know more details about your cashback offers, launch your Paytm app and tap on the 'Cashback Offers' icon located on top right on your home screen |
| Cashback on Payment to Off us merchants( For selective users only) | UPI:: Cashback: Cashback added for the Lucky users | Hi <First Name>, A cashback of INR <cashback/Digital gold> has been successfully added to your Paytm account against the Paytm UPI transaction to <merchant name> with reference number <RRN> <*The cashback equivalent digital gold has been added to your account post GST deductions> |
| Cashback on Payment to Off us merchants( For selective users only) | UPI:: Cashback: Cashback not credited (Within TAT of 3WD) | Hi <First Name>, Your transaction of Rs. <amount> for UPI reference number <RRN> on <dd-mmm-yyyy> was successful. As per the offer’s TnC, the eligible lucky users will receive cashback within 3 working days from the date of payment Also, please note that this cashback offer campaign is for selected lucky users only. To know more about TnC's of this offer, please visit the link <Offer TnC link> |
| Cashback on Payment to Off us merchants( For selective users only) | UPI:: Cashback: Cashback not credited (Post TAT of 3WD) | Hi <First Name>, Please note that this cashback offer campaign is for selected lucky users only. To know more about TnC's of this offer, please go through the link <Offer TnC link> To know more details about your cashback offers, launch your Paytm app and tap on the 'Cashback Offers' icon located on top right on your home screen |
| Random Cashback Credited(M2P) | UPI:: Cashback: Random Cashback Credited | Hi <First Name>, you have received a cashback of Re 1 as a random cashback for using Paytm UPI services |
| Process of launching new offers on UPI payments | UPI:: SuperCash Process of launching new offers on UPI payments | Hi , We are under the process of launching new offers on UPI payments. Meanwhile please visit the 'Cashback offers' section on the top right of your Paytm app to know more about the other active offers |
| Offer maximum count Exceed | UPI:: SuperCash Back Offer maximum count Exceed | Hi , You have availed the UPI Cashback Offer to its maximum count <#> as mentioned in the Terms of the offer. Click on the 'Cashback Offers' located on the top right on your Home-Screen to view the offers active for you |
| Cashback offers | UPI:: Macro : Other UPI Cashback offers | Hi , We are under the process of launching new offers on UPI payments. Meanwhile please visit the 'Cashback offers' section on the top right of your Paytm app to know more about the other active offers |