In Receiving money issues, first check if the timelines for IMPS, NEFT or RTGS TAT has exceeded or not. (IMPS 15 - 30 mins, NEFT 2 - 4 hrs, RTGS 2 - 4 hrs) post that you have to inform the auto-refund timeline of 48 hours. If 48 hrs is also crossed please follow the below procedure:\
RESPONSE: (can be shared with the customer) Thank you for reaching out to us! We are disappointed that you are having trouble receiving money in your account. Kindly email global@goniyo.com with the subject “Issue with receiving money into Niyo SBM Savings account” from your registered email ID so we can escalate this with the bank. Please include the below details for each transaction you have faced an issue with: - Date of transaction - Amount - Bank Name - Mode of the transaction (IMPS/UPI/NEFT/RTGS etc) - Transaction reference no / RRN no Once we receive this, we will escalate your concern immediately and keep you posted on every update over email. Generally it can take upto 5-7 working days.
INSTRUCTION: (should not be shared with customer) Ask user to email following details to raise SR - Date of transaction - Amount - Bank Name - Mode of transaction (IMPS/UPI/NEFT/RTGS etc) - Transaction reference no / RRN
no
DOCUMENTS: (collect from customer) NA TAGGING: Topic - Transactions Subcategory - Domestic Refunds - ATM Domestic Refunds - POS/Online International Refunds - ATM International Refunds - POS/Online Refunds
In order to access DC SR Cheat sheet (details of all bank-related correspondence) please check https://docs.google.com/spreadsheets/d/1dMIBFjMtfGn2zSkVwPY45xtSQo8L5Pn8wBneUDGcmuQ/edit?usp=sharing