Step 1: CXA Responsibility – Initial Ticket Handling

Jira Status: Reported by User

  • Verify Ticket Description
    Ensure screenshots of:

  1. Remittance transaction (from user)

  2. Transaction status from IRIS

  • Check IRIS Status using STAN reference.
     Possible outcomes:

  1. User’s Incoming Limit Exceeded

  2. IBFT on IRIS

  3. Title Fetch on IRIS

  4. No Information on IRIS

  • Update Ticket Description

  1. Clearly mention complaint text based on IRIS status.

  2. Fill all required fields (transaction ID, date, amount, etc.).

Step 2: CMU Responsibility – Transaction Verification

Jira Status: Reported by User

  • If Title Fetch:

  1. Prepare a Remittance Rejection Document (template).

  2. Attached to the Jira ticket.

  3. Update complaint text: “Transaction did not reach the system (Title Fetch)”.

  4. Change Jira status to Done.

    • If IBFT:

  5. Attach IRIS status + STAN screenshot.

  6. Comment and tag Muhammad Omer for reversal date.

  7. Keep Jira status as “Reported by User” until date is received.

Step 3: Remittance Rejection Document

  • Must include transaction details, IRIS status, and confirmed reversal date.

  • Attached to the Jira ticket.

Step 4: Finalize Ticket

  • Add closing note: “The transaction has been reversed on [Reversal Date]. Please contact your respective member bank for further assistance.”

  • Change Jira status to Done.