MHD Support Standard Operating Procedure
Online and PG Merchants Routing to PG Support who reached on MHD Support
Owner: Abhishek Mohan
Latest Version: V1
Date Modified: 06-1-2024
1.1 Purpose of the document
This document is an instruction manual for the agents to handle if an online or PG merchants reaches out to MHD
1.2 Inscope Scenarios
The scope of this document covers all scenarios where the if any Online or PG merchants reaches out with queries and issues
1.3 Outscope Scenarios
The issues related to Payment Gateway related concern, Payment Gateway login issues and new onboarding requests and all requests unrelated to it are beyond the scope of this document.
1.4 Merchant journey
NA
1.5 Overview of the document
This document ideally talks about the routing the online merchants to PG Support
1.6 Tools/systems
The tools involved in the processes described in this document are given below:
2.1 L1 Process
Steps No | Process | Source | Action | GTIS | Owner | TAT | IR/DR |
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1 | Merchant reaches out to MHD help desk | Call/Chat | Check if Merchant Type is ONLINE_MERCHANT
How to check if Online Merchant Login in to Merchant Console Enter MID Under the Business Details Check if field the Merchant Type = ONLINE_MERCHANT
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1.1 | If not Online Merchant |
| Follow the MHD SOP for offline mx as per VOM | GTIS as per the respective SOPs | As per respective SOP | As per respective SOP | As per respective SOP |
1.2 | If Online Merchant |
| Check the concern for which the merchant has reached out for. |
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1.2.1 | If reached out for Payment Gateway-related concerns | Call/Chat | Agent Action: Inform merchant to login in to Payment Gateway website to report the Payment Gateway related concerns.
How to login: To login ask merchant to search https://business.phonepe.com/login in the web browser. Click Help in the side panel. Select the topic you need help with. Click on Contact Us.
A ticket will be created.
How to view tickets:
Communicate:
Hello, We see that you need help with your PhonePe Payment Gateway account. To get faster support on any Payment Gateway-related concerns, please report them directly from your PhonePe Business dashboard. Log in to your PhonePe Business dashboard. Click Help in the side panel. Select the topic you need help with. Click on Contact Us.
Once done, we’ll create a ticket on your dashboard. You can easily access this ticket through Help > View your Tickets to view any updates or give us more information.
Regards,
PhonePe Merchant Support
Capture:
Group: Generic Type: Query Issue: Others Sub-Issue: Routed to PG Status: Resolved | G: Generic T: Query I: Others S: Routed to PG
Status: Resolved | MHD L1 | NA | IR |
1.2.2 | If Online Merchants reached out for Unable to login | Call/Chat | Agent Action: Inform merchant to get the visit to the PhonePe Business website to raise the login related issues:
How to raise. Open - https://business.phonepe.com/login PhonePe Business website Click on Unable to login to Payment Gateway? Click here. Ask merchant to enter the contact number, validate via OTP and click on Submit and Get Help. Select Unable to Login, write the issue faced while login and click create ticket
Communicate:
Hello, We understand you’re having trouble logging into your PhonePe Payment Gateway account. To report this concern, please click on this link - https://business.phonepe.com/login and follow the below steps: Click 'Unable to login to Payment Gateway? Click here'. Enter your registered mobile number and click Next. Enter the OTP, and click Submit and Get Help. Select Unable to login. Elaborate your concern in the description box and click Create Ticket.
Once the ticket is created, one of our representatives will reach out to you on the same ticket to assist you further. Regards,
PhonePe Merchant Support
Capture
Group: Generic Type: Query Issue: Others Sub-Issue: Routed to PG Status: Resolved | G: Generic T: Query I: Others S: Routed to PG
Status: Resolved | MHD L1 | NA | IR |
1.2.3 | If for New Onboarding Requests | Call/Chat | Agent Action: Inform merchant to fill up the form that we are sending to the create the ticket
Communicate:
Hello, We’re glad to hear that you’re interested in registering as a PhonePe Payment Gateway merchant. To get started, click on this link - https://business.phonepe.com/register and submit the relevant details. Regards,
PhonePe Merchant Support
Agent Action:
Capture
Group: Generic Type: Query Issue: Others Sub-Issue: Routed to PG Status: Resolved
| G: Generic T: Query I: Others S: Routed to PG
Status: Resolved | MHD L1 | NA | IR |
2.2 MHD L2 Team Process - NA
2.3 L2 Process- Service Management - NA
2.4 Reopen/Repeat
Steps No | Process | Source | Action | GTIS | Owner | TAT | IR/DR |
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1.0 | If merchants reopens the tickets | Call/Chat | Agent Communication:
Inform the merchant that we're forwarding this complaint to the concerned team and they will reach out at the earliest.
Communicate: Hello,
We see that you need help with your PhonePe Payment Gateway account. The concern is reported to them, one of our representatives will reach out to you on the same ticket to assist you further.
The team will get back Regards,
PhonePe Merchant Support
Agent Action:
Capture Group: Generic Type: Query Issue: Others Sub-Issue: Routed to PG Status: Resolved | Group: Generic Type: Query Issue: Others Sub-Issue: Routed to PG | MHD L1 | - | IR |
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2.5 Social Media/Leadership Tagging - NA
Document Name | Links |
FAQs - Web | N/A |
FAQs - App | N/A |
BOT flows | N/A |
Error Messages | N/A |
MX Response Call Script | N/A |
MX Response Email Script | N/A |
Frequently Asked Questions
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Ver. No | Authors | Changes in the Doc | Date of change | Reviewed by | Review Date |
1 | Abhishek Mohan | Initial Document | 11-11-2024 |
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Abbreviation | Description |
MOC | Merchant Ops Console |
IR | Instant Resolution |
DR | Deferred Resolution |
TAT | Turn Around Time |
PG | Payment Gateway |
