Description: The article includes guidelines to handle user issues related to transactions via RAAST.


Issues with receiving via RAAST ID


Chat Tag: RAAST > Error while receiving via RAAST ID
Funds not received in user's SP account via RAAST
Beneficiary unable to send funds in user's SP account via RAAST



Probing Questions by bot:

  • Transaction amount

  • Transaction Date & Time

  • Transaction Screenshot


Action Required:

  • CXA will use “Route > Dispute Bot” macro to redirect user’s chat to Dispute Team who will proceed with investigating the case as per the SOP



Probing Questions:

  • Confirm if user has successfully linked their RAAST ID with SP  
  • Name of sender bank
  • Date & Time of transaction
  • User's mobile number registered as RAAST ID


Action Required:

  • If user confirms, that their RAAST ID is linked with SP and they're still unable to receive, raise it in app-feedback channel and tag access-squad.


Solution:

  • Inform the user that their issue has been raised. Meanwhile they can still receive funds with their SadaPay IBAN Number.


Issues with sending via RAAST ID


Chat Tag: RAAST > Error while sending via RAAST ID
Funds sent via RAAST are not credited into the beneficiary account
Unable to send funds via RAAST 
Probing Questions:

  • Transaction amount

  • Transaction Date & Time

  • Screenshot of transaction 


Action Required:

  • CXA will use “Route > Dispute Bot” macro to redirect user’s chat to CMU Team
  • CMU Team will fetch the “Reference number”(Column G) from this sheet through the user's transaction amount or beneficiary name account number.
  • CMU Team will fill all details in the JIRA ticket including transaction amount, transaction date, user's DNA/CNA and reference number for Raast. Issue type will be “Raast Issue.
  • Inform the user that the dispute will be resolved in 5 working days.
  • CMU Team will forward the issue to DRU for further action



Probing Questions:

  • Error screenshot/message


Action Required:

  • Guide user about the send money flow and help them navigate the buttons.
  • If user sees "service unavailable issue", check sending limit of user from PTS and inform them accordingly. 


Macro: 

  • RAAST > Send Money


RAAST Name Issue


  • If a user's name is showing twice (once as the first name and again as the last name), this is due to how their bank is sharing their details with us via RAAST. Currently, RAAST is sending the full name in both the first name and last name fields.
  • If a user reaches out regarding this, inform them that their bank is sending their full name in both fields, which is why it appears this way in the app.