In case the user reaches out to Niyo regarding a situation where transaction has failed and money has not been returned, or if user has sent money to a beneficiary and they have not received it. We will inform the user the TAT and raise a ticket as mentioned below.
TATs:
- Receiving Money Issue -
- Add Money Via UPI Issue - 5-7 working days
- Fund Transfer Issue - 48 hours
- Domestic Refunds - ATM - 5 business days
- Domestic Refunds - POS/Online - 5 business days
- International Refunds - ATM - 15 business days
- International Refunds - Swipe/Online - 15 business days
- FD Creation
PROCESS:
- Okay CX: Agents have to inform the TAT & if the customer is OKAY to wait, then the CSO has to convert the chat as a ticket and assign it to Cx Supervise group
- NOT OKAY Cx: Agents have to inform the TAT & if the customer is NOT OKAY to wait, then the CSO has to convert the chat as a ticket and assign it to Cx Distress group
- For users abroad: Agents have to inform the TAT & if the customer is OKAY to wait, then the CSO has to convert the chat as a ticket and assign it to Cx Distress group
This is to expedite user complaints where funds have been debited for users outside of India.