Email/Phone Number Change Request

Whenever a user wishes to change their email ID or update/add their phone number in their CashKaro account, inform them that they can do it themselves. 

Scenario 1: Inform Self Service

Here are the steps below: 

Mobile Number Change

Possible Errors:

Email Address Change:

Email Template - Change Email ID/Phone Number

Scenario 2: Customer Requires Assistance

If the user is not able to make the changes by themselves, assign the email to Deepankar.

User wants to change the Password

Guide the user with below mentioned steps:

Delete CashKaro Account

When a user expresses that they no longer want to use their account:

• Contact the user immediately & ask about the issues they might be facing.
• If they don’t answer, send them an email.

First priority should always be to resolve the issue & retain the customer. 

Reason Shared – Beyond our Control

If the customer is still adamant, suggest that he/she can temporarily deactivate the account if needed! Yes > Send account deactivation Request to Oindrila & a confirmation email to User post deactivation

No > inform the below mentioned steps & don't forget to reiterate that; a customer can Delete his/her CashKaro account a maximum of two times only.

Go to: Profile > Account Settings > Delete My Account

Here's a snapshot showing Account Deleted Page:

Delete Number/Email

If a user requests the deletion of their number or email from their CashKaro account, politely inform them that we cannot fulfill this request due to Security reasons & verification purposes. 

• Alternatively, we can suggest user to Update/Change the Email/Phone. 
• If User is adamant; Suggest Option to deactivate or delete the account
  

Account Reactivation Requests

Suspicious Activities/ Raising Fake MCTs - No Reactivation

If a user cannot access his/her CashKaro account &; Upon checking the details if you find a comment in Admin wherein the account has been deactivated due to Suspicious Activities or Raising Fake MCTs inform the user that his/her account cannot be re-activated again. 

Refer to below mentioned Screenshot & Steps on How to find?

Admin> Users> Users > Search:

Click on the View Option (Eye Button - highlighted in Yellow) to view the comment or hover your cursor over the comments section (highlighted in Red)

• If User asks, share the Reason for Deactivation
• If the User is still adamant, ask for the SS of minimum 5 transactions/MCTs from the order history page of the retailer(s). 
• If required; proceed to arrange a call back from FRM Team by Posting a message in "Blocked Users Escalations - Risk Management" Teams group in the below mentioned format:
  • Username:
  • Mobile Number:
  • Edit table comment:
  • Reason for Callback:

Account Reactivation – Successful (No Suspicious activity)

Guidelines for Account Re-Activation

1. Blocked Due to Multiple MCTs: 

If an account has been blocked after identifying multiple MCTs (Missing Cashback Tickets), we will verify the legitimacy of the transactions by checking the Order ID, Order Amount, Order Date, and the Delivery Status of each order. Please ensure that the delivery status is not marked as cancelled. If the details are validated, the account may be reactivated.

2. Old Users with Few Back-Dated MCTs:

In cases where an old user has raised a few back-dated MCTs, we may consider giving them another chance, provided it appears to be a one-off situation. A warning should be issued clearly stating the reason and the expectation moving forward.

3. User Denied Using CashKaro on Call but Later Approaches:

If an account was blocked because the user denied using CashKaro during the initial verification call but later approaches us again with valid justification or clarity, the account can be considered for re-activation after evaluating the reasoning.

4. BD User Blocked by Mistake:

If a Business Development (BD) user has been blocked by mistake, the BD Team may raise a request for reactivation. Upon confirmation and internal approval, the account may be reactivated.