Scenarios' to be updated agent assist SOPSub-scenarios / Indicative scenariosActionPAN Name Mismatch Scenarios'
First name is matching with KYC & NSDL record

First name of KYC OR NSDL = Present
First name of KYC AND NSDL = Missing
First name is present/missing in one of the KYC OR NSDL record
 		Indicative Scenarios:
 
 1. Vikash Arun Gupta vs. Vikash Gupta

 2. Vikash Arun Gupta vs. Arun Gupta

 3. Vikash Singh vs Singh		1. Accept - case is forwarded to Ops team for accepting PAN

 2 & 3 - Reject - because first name
is important to match and its
absence to drive the decision of
'both to be treated as names of
 different individuals'.		First Name Present/Missing

 Last name is present/missing in one of the KYC OR NSDL record		Indicative Scenarios:
 
 1. Deependra Singh Rajput vs. Deependra Singh

 2. Akhira Vasan vs. Akhira  

 If PAN Image is received from the customer, see if Vasan or Rajput is mentioned on PAN card image under Father’s name, then we can accept these scenarios with a mandatory condition of DOB being same on PAN card and existing kyc records. 		1. Accept - case is forwarded to Ops team because comfort can be drawn from first name & middle name to be exacty same in spelling. Check for DOB / father’s name to be done if PAN image is available, but not mandatory.

 2. Reject – DOB / father’s name check based on PAN image is mandatory, as indicated. 		Last Name Present/Missing
First & last name of KYC & NSDL = Present
First name of both KYC & NSDL = Match
Last name = Different/No Match

Note: No phonetic treatment in first name to be accepted. 		Indicative Scenarios: 

 1. Pooja Sinha vs Pooja Saxena 

 2. Sanjay Sharma vs. Sanjay Gupta 

 		1. Reject - If Customer is a female.  
 (There can be a possibility of female customer's surname getting changed after marriage and we do not have a provision of taking marriage certificate via pan updation workflow. Hence, wherever possible, kindly guide the customer to complete KYC via below flow marking fresh_KYC of customer from Ops end
a) Biometric flow at a nearby kyc point
b) VKYC flow for existing customer
OR
  Submit the PAN & marriage certificate via CST flow Helpdesk after the kyc completion.

 2. Reject - If customeer is a male & CST team to further ask for updated OVD for name correction.		Last Sur Name Mismatch
If anyone of the KYC & NSDL record has only First and Last name and the other has First + Middle + last name where First & Last name match.
(In this scenario, either middle name can be missing or shortened / initials etc. )		Indicative Scenarios: 

 1. Customer is male - Vishal Gupta vs. Vishal Kumar Gupta

 2. Customer is female - Pooja Yadav vs. Pooja Shree Yadav

 3. Ashok Kumar Gupta vs. Ashok K Gupta

 4. Kiran K Naik vs Kiran Kumar Naik vs Kiran Kr Naik
Name with Expansion & Initials (First - Middle - Last)
If First & last name are same but interchanged while matching between KYC & NSDL record
 Note: Spelling should be accurate & match with KYC & NSDL record		Indicative Scenarios:
 
 1. Harish Jain vs Jain Harish

 2. Pandigoti Rajesh vs Rajesh Pandigoti		1. Accept - case is forwarded to Ops team for accepting PAN

 2. Accept - case is forwarded to Ops team for accepting PAN		Name Placement is Interchanged
If First & last name are interchanged but while matching between KYC & NSDL record but spelling is slightly different with phonetic sound being similar
1. Piyush Gupta vs Gupta Peeyush

2. Harish Jain vs Jain Harsh - Reject (because
Phonetic sounding is not similar, there is a
higher probability that the names could be of
 different individuals)		1. Accept - case is forwarded to Ops team for accepting PAN

 2. Reject - CST team to ask customer to get the name corrected on NSDL		Name Placement is Interchanged
If one of the KYC & NSDL record First name is shortened or written in initials, but the other KYC & NSDL name has the expanded.
 Note: Ensure spelling of the last name to be exactly same in both KYC record & NSDL and first letter of First name to be same as initials or short form.

 If one of the KYC & NSDL record Last name is shortened or written in initials, but the other KYC & NSDL name has the expanded.
 Note: Ensure spelling of the First name to be exactly same in both KYC record & NSDL and first letter of First name to be same as initials or short form. 		Indicative Scenarios: 

 1. Kr Ankit vs Kumar Ankit
 2. Kr Gaurav vs Kumar Gaurav  
 3. Mohammed Faizan vs Mo. Faizan vs Mohd. Faizan
 4. Shri Ram Raju vs Ram Raju
 5. Mr. Deependra vs Deependra
 6. Sk Faizan vs Shaik Faizan
 7. Miss Anupama vs Anupama

 8.a.  B Garg vs Bhaskar Garg
 8.b.  H Khan vs Hina Khan
  8.c. Soumya V vs Vinayaka Soumya
 8.d. Mahinder Tiwari – Manhinder T
 8.e. Anupam S vs Anupam Saxena
 8.f. P Jaiswal vs Piyush Jaiswal
 8.g  K Nair vs KN - Reject 		1, 2, 3, 4, 5, 6, 7 - Accept based on justification that these are usual strings written as short forms / initials / salutations etc & further case is being forwarded to Ops team for accepting PAN.  

 8.a , 8.b, 8c, 8d, 8e, 8f  - As indicated (Accept) 
  (Wherever PAN image is available - its preferrable to take more comfort from Father's name / DOB on PAN card to see the short form / initials of customer name being expanded – but its not a mandatory check.)

 8g - Reject - CST team to ask customer to get the name corrected on NSDL		Name with Expansion & Initials (First & Last)
Absence of either First name OR last name in KYC & NSDL record.
Note: If one name has first and middle
name and the other name has first,
middle and last name --> first and
middle name matches between the
two names with/without removal of
 spaces		Indicative Scenarios:
 
 1. . Mohd Jaid Ali vs Mohd Jaid vs Mohammad
 Jaid
 
 2. Mohd Jaid Ali vs Jaid Ali
 
3. Muhammed Rahoof vs Mukkandath
Muhammedrahoof

 4. Manu T vs Manu Tiwari 

 5. Rahul Prabhakar vs Rahul P

 6. Nagendran Gnanaprakash vs Nagendran G		1. Accept - case is forwarded to Ops team for accepting PAN

 2. Accept - case is forwarded to Ops team for accepting PAN
 (Refer s.no 2 in this table - Because,
comfort can be drawn from first name
& middle name to be exacty same in
spelling. Check for DOB / father’s
name to be done if PAN image is
available, but not mandatory.)
 
 3. Reject –Because first name is
missing & CST team to further ask for updated OVD for name correction.

 4, 5, 6 Accept - Below examples can be referred back
 to S.no 7 in this table.		Absence of First OR Last Name
Scenarios where both KYC record &
NSDL has First + Middle + Last name
but their placement is interchanged
between first & last name.


Scenarios where one of KYC record &
NSDL has First + Middle + Last name
but the other has Last name
represented as First & First name
 represented as Last.		1. Sharath Chandra Panda vs Panda Chandra
Sharath.

2. Aijaz Ahmad Gudoo vs Gudoo Aijaz Ahmad

3. Kuppala Vijaya Kumar vs Vijaya Kumar
Kuppala
Justification - these are parts of same full name
being repositioned but spelling remains same.
Also, we can accept names where phonetic
sound being similar where spelling is slightly
 different. 

4. Sreekar Krishna Jain vs Jain Srikar Krishna -
Accept
(because, only one part of the name has
spelling difference but phonetic sound across
the entire name is same).

5. Sreekar Krishnam Jain vs Jain Srikar Krisnam -
Accept (this example has similar phonetic
sound but has more than one part of the name
has spelling difference).
But reject if there is a spelling difference such
as below - Sreekar Krishnam Jain vs Jain Srikar
Krisna (notice the difference in spelling and
phonetics for underlined portion).

6. Shiva Ganesh Kumar Reddy Sarigama vs
Sarighama Siva Ganish K Reddy - Accept (this
example has slightly similar phonetic sound but
three strings of the name have spelling
difference). Hence, please check for DOB &
Father’s name match where PAN card is
available. If PAN card image is not available –
 then reject		1, 2 & 3 – Accept - case is forwarded to Ops team for accepting PAN

4 – As indicated.
5 – As indicated.
 6 – As indicated. 		Name Placement is Interchanged
If one of the KYC & NSDL record has First + Middle + last name but the the other has initials of Middle name with First & last name being exactly match.

If one of the KYC & NSDL record has First + Middle + Last name is expanded but the the other has First &
Last names being exactly match but
 middle name missing		Indicative Scenarios: 

 1. Naveen B Nagaraj vs Naveen Bhai Nagaraj

 2. Vala Raghu vs Vala Appanna Raghu vs Vala A Raghu 		1. Accept - case is forwarded to Ops team for accepting PAN

 2. Accept - case is forwarded to Ops team for accepting PAN		Name with Expansion & Initials (First - Middle - Last)
If one of the KYC Or NSDL record has First + Middle + last name is expanded but the other has initials of First & Middle with Last name being
 exactly matched		Indicative Scenarios: 
 1..H P Saxena vs Hari Prakash Saxena

 2. S R Prakash vs Siva Ram Prakash

 3. K S Ramanujam vs Kara Sai Ramanujam

4. K S Rama vs Kiran Sai Ramanujam

5. S V Tyagarajan vs Sree Venkata Tyaga

 6. B V Peri vs Bhaskar Venkata Periguntla		1,2,3 - Accept -- case is forwarded to Ops team for accepting PAN
 (upto two strings in the name
are shortened / given as initials. Wherever PAN
image is available, ensure DOB is matched
between KYC records vs NSDL PAN and a sanity
check on father's name for accepting these
scenarios. If PAN image is not available, we can
still accept these cases on a risk based
 approach. Refer S.no 7 in this table.) 

 4, 5, 6 - Reject - CST team to further ask for updated OVD for name correction. (there is a variation
in the name, though DOB &
Father's name is matched. Hence,
reject these cases because 2 strings
in the name are shortened and
variation in the only string that’s
 expanded)		Name with Expansion & Initials (First - Middle - Last)
If one of the KYC or NSDL record has First + Middle + last name is expanded but the other has initials of Middle & Last names with First name
 being exactly matched.		1.. Darshan Vadivel Murthy vs Darshan V M

 2. Sundar Singh Rajput vs Sundar S R

 3. Soumya Raj Sharma vs Soumya R S		1, 2 & 3 - Accept -- case is forwarded to Ops team for accepting PAN – refer S.No 11
 above		Name with Expansion & Initials (First - Middle - Last)
If one of the KYC or NSDL record has First + Middle + last name is expanded but the other has initials
for First and Last name but expanded
 middle name.		1.Pushpa Raj Varma vs P Raj V

 2. D Singh R vs Dheeraj Singh Rajput		1 & 2 - Reject - CST team to further ask for updated OVD for name correction.
 Justification - Just a middle name
has been expanded but first & last
names are given more weightage
to establish the name match
 scenarios.		Name with Expansion & Initials (First - Middle - Last)
If both NSDL & KYC record have just a
single string of name and spelling &
phonetic sound match.

If both NSDL & KYC record have just a
single string of name and spelling or
 phonetic sound DO NOT match.		1. Surender vs Surender

2. Seetharaman vs Seetharaman

3. Manish vs Maneesh

 4. Margaret vs Margareta		1,2 - Accept -- case is forwarded to Ops team for accepting PAN. Justification - (Its an exact
 match of name.)

 3 - Accept - case is forwarded to Ops team for accepting PAN Justification (Though spelling is
slightly varied, its sounds same
phonetically. Analyst to attempt to
match further details of the
customer's profile such as DOB,
Father's name etc. If DOB doesn’t
match - Reject.)
 
 4 - Reject - CST team to further ask for updated OVD for name correction. (because both spelling & phonetic sound is different.)		Name with String & phonetic sound match
If the names are mentioned in the format of indicating "also known as (aka)" or "urf" etc.  Niranjan urf Awadhesh Kumar vs.  Awadhesh Kumar Accept - only when we have PAN card image
with one of those names and DOB matches.
 Reject, if we do not have PAN image.		Name used in the short format
If the names are mentioned in the
format:
1. Vinod Dayma (Khatik) vs. Vinod
Kumar Khatik
2. Vinod Dayma (Khatik) vs Vinod
 Khatik		1. Vinod Dayma (Khatik) vs. Vinod Kumar Khatik 

 2. Vinod Dayma (Khatik) vs Vinod Khatik		Accept - only when we have PAN card image
with one of those names and DOB matches.
 Reject, if we do not have PAN image.		Symbolic name which uniquely identifies
Use of suffix 'bhai' or 'ben' is
customary in Gujarat while
addressing men or women
respectively.
Note: After removing these
suffix if name found same. Deviation
to be accepted in only one of the
 words		1. Arpitaben Rajnibhai Dave or Arpita Rajnibhai Dave

 2. Arpitaben Rajnibhai Dave or Arpita Rajnikant Dave		1. One deviation/absence of suffix -
Accept
2. Two deviations/absence of suffix
 - Reject		Name used with Suffix