Description: This process covers queries and concerns over negative balance queries.


Query: User inquiring about why the account balance is in negative?


Chat Tag: Account > Balance > Negative Balance Query 


Action Required:
  1. L2 CXAs will create a back-office ticket on Intercom
  2. CX Specialists will inform the CXAs about the reasons for negative balance


Following can be some of the reasons for negative balance:

  • Late Presentment: The difference between the settlement date (in the Transaction tab) and the date of transaction request (in the Authorization tab) would be of more than 30 days. Details on how to handle the case are mentioned here. 


  • Mismatch/Unmatched presentment: If merchant claims a different transaction (different auth in some cases) instead of the original transaction. The auth will be different in the Authorisation and transaction tab of these transactions. Details on how to handle the case are mentioned here. 


  • Duplicate Transaction: User is charged twice for the same transaction to the same merchant. This means authorisation is done twice and 2 transactions will reflect in the Auth tab.


  • Currency Conversion Difference: The conversion rate against the transaction in the Authorisation tab and the one in the Transaction tab would be different


  • Misc/debit transaction: When we have to debit a certain amount from the user's account that might have been mistakenly credited before.


Rev-ICT: These are failed incoming transfers where users are mistakenly credited. Thus, when the amount is reversed back to the sender, user's account balance may turn negative.
  • The incoming transaction and reversal are unsettled, and the Auth code is the same in these cases. 

  • These can either be RAAST or 1LINK transactions, thus we check the MPG sheet and IRIS to fetch sender details


Fetching Sender Details from IRIS

  • IRIS > Monitoring > Transaction Log

  • Transaction log: Search for transactions by specifying a start and end date. ?️ The transaction log helps find both incoming transactions (IBFT/Title Fetch) and outgoing transactions from a specific account.

Note: Click the 'eye' ?️ icon to see additional transaction details, such as the sender's account number, receiver's account number, transaction ID, and more.



RAAST Recovery: 
  • CXAs will create a back-office ticket on Intercom
  • CX Leads/Specialists will identify that the negative balance is due to a RAAST recovery, they will inform the CXA on which of the two macros (Negative Balance > RAAST Incoming Reversal / Negative Balance > RAAST Outgoing Reversal) to use. CXAs will fill in the details and send the macro to the user.


Note: Since these are RAAST transactions, the MPG sheet will be used to fetch sender details.


Macros:

  • Negative Balance > RAAST Incoming Reversal
  • Negative Balance > RAAST Outgoing Reversal


STIP Transaction Disputes

For users reporting a negative balance or balance discrepancy, create a back-office ticket for CX Specialists to review.


  • If the negative balance is due to a STIP transaction

    • No ticket needs to be filed.
    • Inform the user that the transaction will be automatically reversed within 30 days if it remains unsettled.
    • Use the following macro and chat tag for these cases:
      • Chat Tag & Macro: STIP > Purchase Auth Completion


  • If the STIP transaction gets settled

    • A dispute will only be filed if the user provides proof that the service was not received.
    • The user must first contact the merchant and obtain their response confirming that the service was not provided.


Negative Balance Recovery
  • We have initiated a negative balance recovery activity for Personal SadaPay accounts. This process begins with users who have a negative balance of PKR 50,000 or more, currently affecting 62 users.
  • These users have been notified via WhatsApp and email, giving them 30 days to clear their balance.
  • If a user reaches out, refer to the provided sheet to check the reason their account went negative.