SadaPay

Request a Screenshot from the User

Step 1: RAAST ID > Registration Questions macro

• Do you have two accounts, and are these accounts registered with different numbers? Please share the list of any other phone numbers you might have
• Is your SadaPay mobile number registered with your family member’s account or have they linked their account with your number?
• Have you recently delinked your RAAST ID with another bank?
• Is your number an international number?
  

  
  

Step 2: RAAST ID > Already linked / Oops Error when trying to link macro

• User needs to delink it from the other bank and contact their helpline to get it deleted from their end.
• Inform them that can only have one Raast ID associated with their CNIC and that Raast ID is only available for domestic numbers.
• If their SadaPay phone number is registered with a family member’s bank account, ask them to delink/delete it from their account and then try linking it from your own account.
• If they have two accounts with different numbers, delink/delete the RAAST ID from the other account before linking it with SadaPay. 

Step 3: L2 Back Office Ticket

• If the issue persists, create an L2 Back Office ticket on Intercom

L2 Back Office Team will do the following:

1. Title Fetch

Initiate a title fetch from the SadaPay app to verify if any of the numbers shared by the users are linked to RAAST.

2. Escalate it with SBP

Once user confirms delinking it and the bank deletes it from their end, if the issue still persists, then we should add the following details in this sheet and inform the user that we’ll escalate their issue to SBP. Set the conversation state to "Don't snooze".

• User’s Name
• Phone Number
• CNIC
• DOB
• If the RAAST ID is previously Linked with a bank/Another phone number linked then mention the bank name/phone number
  

If the user does not know where the RAAST ID is linked, ask them to try a Rs.1 transaction from any of their other accounts and check where it is linked. Once ascertained, they can delink their RAAST ID from there.

Macro:

• RAAST ID > Registration Questions
• RAAST ID > Already linked / Oops Error when trying to link
• RAAST > Unable to see feature

Common RAAST Errors:

Error 1: For these cases, we should request the different phone numbers a user has for the L2 Back Office Team to verify. 

Error 2: Use the macro: RAAST ID > Already linked / Oops Error when trying to link

Solution:

1. Confirm if user has delinked their RAAST ID with SadaPay.
2. Delete RAAST ID from Mission Control > Configurations > Manage Raast ID > Delete. Inform the user that we have deleted their RAAST ID from our end.  
3. If Mission control shows error, user can be informed that the RAAST ID is already delinked from SadaPay or was never connected in the first place. If they still get error, raise the details in this sheet and inform the user that we’ll escalate their issue to SBP.

Note: In case of delinking RAAST ID for deactivated users, create a backoffice Intercom ticket under Miscellaneous Tasks. Choose "Delinking RAAST ID for Deactivated User" as task type. CX Specialists will delink the Raast ID from Mission Control. 

Users can still send transfers to other Raast IDs and IBANs through Raast. They can also receive transfers through Raast using their IBAN.