TRAINING MODULE _ CUSTOMER EXPERIENCE.docx

**ABOUT US** ============ - - - - **ONBOARDING JOURNEY** ====================== - 1. a. b. c. d. 2. e. f. g. h. 3. i. j. k.  **MODULES** =========== SalarySe is working on 2 types of Repayment Module. i.e **DAS Module** -------------- -...

**ABOUT US** ============ - - - - **ONBOARDING JOURNEY** ====================== - 1. a. b. c. d. 2. e. f. g. h. 3. i. j. k.  **MODULES** =========== SalarySe is working on 2 types of Repayment Module. i.e **DAS Module** -------------- - - - - **NON-DAS Module** ------------------ - - - - - **PARTNERS** ============ +-----------------------------------+-----------------------------------+ | **TYPES** | **ORGANISATIONS** | +===================================+===================================+ | Banking Partners | ,  | +-----------------------------------+-----------------------------------+ | Lending Partners | , , | +-----------------------------------+-----------------------------------+ | DATA with DAS | BOMBAY SHAVING COMPANY,\ | | | NEEMANS,\ | | | SYNORIQ,\ | | | TRANZACT\ | | | TFT | | | | | | INSHORTS | +-----------------------------------+-----------------------------------+ | DATA with NON DAS | | +-----------------------------------+-----------------------------------+ | NON DATA with NON DAS | Wipro, CocoCola, | +-----------------------------------+-----------------------------------+ **LIST OF PRODUCTS** ==================== 1. 2. 3. 4. 5. 6. 7. - **INSTACASH** -------------  - - - - - - - **Monthly Spend** **Monthly Usage Charges** ------------------- --------------------------- ₹0 ₹ 0 ₹1000 ₹10 ₹5000 ₹50 ₹10,000 ₹100 ₹20,000 ₹200 ₹30,000 ₹300 ₹40,000 ₹400 ₹50,000 ₹500 ₹5,00,000 ₹750 ### FAQ's **Question** **Answer** --------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- What is instacash and why should I use it? instacash is a credit line through which you get access to upto 100% of your salary any day of the month. you don't need to wait for the salary day to get access to cash any day you need. use instacash to pay rent, pay credit card bills on time, and whatever else comes. Is there any interest that I will have to pay for instacash? interest can be levied on full repayment of instacash. you can convert your instacash bill to EMI to pay your instacash bill in parts. This will incur minimal interest charges. Are there any hidden charges that I have to pay for instacash? NO, there are no annual fees or hidden charges. instacash is a free credit line where you only pay a small usage fee for how much instacash you use. What is my repayment billing cycle? we automatically adjust your monthly instacash statement from your salary. you don't need to worry about missing repayment dates or incurring any additional charges. How much money can I transfer from instacash? you can transfer upto 100% of your instacash limit taking usage fee, your existing instacash EMI or other dues into consideration. What are the possible reasons for my insta cash application/request getting rejected? Your instacash application depends on a number of factors such as your income, credit history, credit score, employment status and existing credit accounts. any one or a combination of these factors could lead to your application getting rejected. If you still have a query, feel free to contact our customer support for assistance. how to view my unbilled transactions? to view your unbilled transactions, simply go to \'manage instacash\' by clicking the button on the homepage how to convert my instacash bill into EMIs? you can convert your instacash bill into affordable EMIs for bill amounts exceeding 5000. from the homepage, just click on \'convert to EMI\' on your bill when it is generated I am unable to see any option to opt for instacash. *Rejected* : - We apologies for the inconvenience caused. It appears that the InstaCash option is currently unavailable for your account due to an issue with the credit line or salary lien. Our system has flagged a discrepancy that needs to be resolved to ensure compliance with our financial protocols. - **S COINS** ----------- - - - - ### FAQ's **Question** **Answer** --------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ What are S coins? S coin is the currency in which you receive rewards for your transactions on the SalarySe app. The coins can be used to save extra on deals or can be transferred to your bank account. Where can I find the current deals available for S coins? You can view the current deals available by visiting the \'deals\' section of the SalarySe app. How can I earn S coins? You can earn SCoins through various methods, such as paying through SalarySe UPI, making your first rent payment via InstaCash and paying your QuickLoans EMI on time. For more information on all the ways to earn SCoins, please check the SCoins details page in the app. Are there any limitations on the use of S coins? There are NO limitations on the use of SCoins, you can use your SCoins for the brand deals available in the platform or convert them into cash. Are there any additional costs for converting my S coins into cash? No, there is no cost for converting your S coins to cash. - **QUICK LOANS / PERSONAL LOANS** -------------------------------- - - - - - *\*NOTE :- Quick Loans/Personal Loans will be available to all the users, based on the terms & condition and the Organisations the Repayment and Collection, ROI and Eligibility Criteria will be vary. The specific FAQs and guidelines will be created to address these variations.*  - ### FAQ's +-----------------------+-----------------------+-----------------------+ | **S.No.** | **Question** | **Answer** | +=======================+=======================+=======================+ | 1 | Why did my quickloan | Your application | | | application get | depends on a number | | | rejected? | of factors such as | | | | your income, credit | | | | history, credit | | | | score, employment | | | | status and existing | | | | credit accounts. Any | | | | one or a combination | | | | of these factors | | | | could lead to your | | | | application getting | | | | rejected. If you | | | | still have a query, | | | | feel free to contact | | | | our customer support | | | | for assistance. we | | | | will contact you as | | | | soon as you become | | | | eligible for | | | | quickloans! | +-----------------------+-----------------------+-----------------------+ | 2 | Why is my transaction | There are multiple | | | stuck in processing? | reasons for a | | | | transaction to be | | | | stuck in processing, | | | | Network Issue, Bank | | | | Processing Delays, | | | | System Maintenance. | | | | Rest assured you | | | | won\'t be billed for | | | | any transaction that | | | | is unsuccessful. | | | | reach out to our | | | | customer support in | | | | case of any issues. | +-----------------------+-----------------------+-----------------------+ | 3 | Do I need to upload | you do not need to | | | any documents to | upload any documents. | | | apply for quickloans? | you only require your | | | | Aadhar number and PAN | | | | as part of KYC | | | | verification. | +-----------------------+-----------------------+-----------------------+ | 4 | Why should I take a | SalarySe offers | | | personal loan | pre-sanctioned loans | | | (quickloans) from the | which can be availed | | | SalarySe app? | at the click of a | | | | button. These loans | | | | are offered at | | | | discounted and best | | | | in the market | | | | interest rates | | | | factored by your | | | | employer. you also | | | | get 20% of your | | | | interest payable back | | | | to you as S coins. | +-----------------------+-----------------------+-----------------------+ | 5 | What is the Interest | At SalarySe you will | | | Rate of my Quick Loan | get the lowest | | | ? | interest rate with | | | | different parameters. | | | | They are competitive | | | | and lower than | | | | standard market | | | | rates. Specific rates | | | | will be provided | | | | during the | | | | application process. | | | | | | | | To know your interest | | | | rate you can go to | | | | the Quickloans | | | | Section and check | | | | your best interest | | | | rate. | +-----------------------+-----------------------+-----------------------+ | 5 | How much can I | you can withdraw upto | | | withdraw from | 100%\* of your | | | quickloans? | pre-approved limit. | | | | you can also withdraw | | | | multiple times from | | | | your limit. | +-----------------------+-----------------------+-----------------------+ | 6 | How do I repay | quickloans EMI is | | | quickloans? | automatically | | | | adjusted from your | | | | monthly salary. you | | | | don't need to worry | | | | about missing a | | | | payment date or | | | | incurring late | | | | payment penalties. ( | | | | *DAS Module* ) and In | | | | Case where your | | | | repayment are not | | | | settled directly from | | | | salary, your EMI will | | | | be settled via NACH. | | | | (*NON DAS Module*). | +-----------------------+-----------------------+-----------------------+ | 7 | how much money can I | you can transfer upto | | | transfer from | 100% of your | | | quickloans? | remaining | | | | pre-approved | | | | quickloans limit, | | | | taking bank | | | | processing fee into | | | | consideration. only | | | | one drawdown allowed | | | | in a day | +-----------------------+-----------------------+-----------------------+ | 8 | How can I apply for a | You can apply for a | | | personal loan | personal loan | | | (quickloans) on the | (quickloans) by | | | SalarySe app? | viewing your | | | | pre-approved offer on | | | | the quickloans | | | | dashboard of the | | | | SalarySe app. | | | | Complete your KYC to | | | | get access to your | | | | loan amount. | +-----------------------+-----------------------+-----------------------+ | 9 | How is my quickloan | your quickloan limit | | | limit determined on | is determined by the | | | SalarySe? | lender based on | | | | several factors. the | | | | following factors are | | | | majorly taken into | | | | account - credit | | | | history, credit | | | | score, income, | | | | employment status, | | | | existing credit | | | | accounts and request | | | | for a credit limit | | | | increase. | +-----------------------+-----------------------+-----------------------+ | 10 | can I request an | At this time, the | | | increase in my | feature to request an | | | quickloans limit? | increase in your | | | | QuickLoans limit is | | | | not available in the | | | | current version of | | | | the SalarySe | | | | application. | +-----------------------+-----------------------+-----------------------+ | 11 | Do I need to go | No, you need to do | | | through the KYC | the KYC only once in | | | process every time I | most cases when you | | | withdraw from | are onboarding and | | | quickloans? | start using the | | | | instacash and | | | | quickloans. SalarySe | | | | may ask you to renew | | | | your KYC based on RBI | | | | master circular | | | | regulations. | +-----------------------+-----------------------+-----------------------+ | 12 | how does SalarySe | Our lender does | | | handle quickloans | periodic reviews of | | | credit limit reviews | quick loan limits. We | | | and updates? | will always keep you | | | | updated about any | | | | changes in the credit | | | | limit on your | | | | dashboard. | +-----------------------+-----------------------+-----------------------+ | 13 | how will my bills be | your quickloan EMIs | | | settled if I am no | will be settled | | | longer with my | directly via e-NACH. | | | organisation? | Don\'t worry, this | | | | will be done only in | | | | case you have any | | | | pending dues with us. | +-----------------------+-----------------------+-----------------------+ - **DEALS** --------- - - - - ### FAQ's **S.No.** **Question** **Answer** ----------- ----------------------------------------------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ 1 What payment methods can I use to purchase deals? Deals can be purchased using UPI, SCoins, and InstaCash 2 Are my payments secure? yes, all payments are processed through secure and encrypted channels to ensure your financial information is protected. 3 What should I do if a deal doesn\'t work? If you encounter any issues with redeeming a deal, please contact our customer support team for assistance. 4 Do deals have expiration dates? Yes, each deal has an expiration date which is mentioned in the terms and conditions of the brand. Ensure to use the deal before it expires to take advantage of the offer. 5 what happens when my transaction fails if your transaction fails completely, the deducted amount will be refunded to your source account within 5-7 working days. In the case of partial transaction failure, the amount corresponding to the failed portion will be refunded within the same timeframe. 6 How do I purchase a gift card to shop with a brand? to purchase any gift card, simply go to the deals page in the app and select the brand you want to purchase a gift card for. choose the denomination, add to cart and checkout. you can also instantly buy gift cards of any brand by clicking on quick buy after adding gift card(s) to cart. 7 Why am I not able to generate a single deal card of the whole amount? deal card denominations might vary from brand to brand. A few selected brand partners offer brand cards in certain denominations only, and as a result, sometimes multiple deal cards are required if the total purchase amount is higher than the maximum denomination available for that particular deal card. - **UPI** ------- - - - - - - - - - -  - ### FAQ's **S.No.** **Question** **Category** **Answer** ----------- ------------------------------------------------------ ---------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 1 Why didn\'t my phone number get verified? UPI onboarding your phone number gets verified during the \'sim binding\' process. this may fail due to any of the following reasons: not using mobile data, insufficient balance to send SMS, network issues, exceeding daily limit of 3 sim binding trials 2 Why did my UPI payment fail? Transactions your UPI payment on salaryse may have failed due to any of the following reasons: network issues, technical issues with the banks or NPCI, wrong UPI pin, insufficient balance in your bank account, reached bank or daily UPI limit. 3 Why is my money deducted for a payment which failed? Transactions if money is deducted for a failed payment, there is no need to worry as it is absolutely safe with your bank. The amount will be refunded to your account within 3 to 5 days from the day you made the payment. you can check your bank account statement after 5 days for confirmation of the refund. 4 Why is my money not refunded yet? Transactions For failed UPI payments, banks usually refund the money anywhere between 3 to 5 days from the day you made the payment. please check your bank account statement after 5 days. 5 How do I make SalarySe my primary payments app? UPI functional query go to account management by clicking on your profile icon on the homepage. click on \'UPI settings\' under UPI management and tap on UPI number. now choose to make your mobile number or any 8-9 digit number as your UPI number. Once your UPI number is set up, you can receive money from any UPI app. 6 How do I change my UPI pin? UPI functional query to change your UPI pin, go to account management by clicking on your profile icon on the homepage. click on \'linked bank account\' or \'linked credit account\' under UPI management. choose your account and click on change UPI pin. 7 How do I request money from someone? UPI functional query go to account management by clicking on your profile icon on the homepage. click on \'more\' under UPI management. click on \'request money\', search by UPI id/number and enter the amount. 8 How do I add a new bank account? UPI functional query go to account management by clicking on your profile icon on the homepage. click on \'linked bank accounts\' under UPI management. tap on \'add new account\' and choose your bank. Now choose the account in your bank and click on \'link account\'. 9 How do I remove a bank account? UPI functional query you cannot remove your primary bank account. to remove any other account, go to account management by clicking on your profile icon on the homepage. click on \'linked bank accounts\'. choose the account other than your primary account. now click on the 3 dots at the top right and tap on \'remove account\'. 10 Where can I see my mandates? UPI functional query go to account management by clicking on your profile icon on the homepage. click on \'more\' under UPI management. tap on \'manage autopay\' to view all your mandates. 11 How do I unblock a VPA (Virtual Payment Address) ? UPI functional query go to account management by clicking on your profile icon on the homepage. click on \'more\' under UPI management. click on \'blocked VPAs\' and tap on \'unblock\' against the user\'s name. - **INVESTMENT** -------------- - - - - - - - - - ### FAQ's +-----------------------------------+-----------------------------------+ | **Question** | **Answer** | +===================================+===================================+ | What is a fixed deposit and why | A fixed deposit is one of the | | should I invest? | most popular ways of saving money | | | in India. It is a safe investment | | | that offers good returns and is | | | easy to open. you invest a lump | | | sum money in a fixed deposit | | | scheme at an agreed interest rate | | | and then receive your investment | | | amount along with the interest on | | | maturity of the scheme. The rates | | | of a fixed deposit are fixed, | | | higher than your regular savings | | | account and the investment is | | | safe from any market | | | fluctuations. | +-----------------------------------+-----------------------------------+ | Is it safe to invest in FD? | FDs are one of the safest ways to | | | invest and grow your money. | | | Unlike market-led investments | | | where returns fluctuate over | | | time, the returns for your fixed | | | deposit are fixed when you open | | | an investment. even if the FD | | | scheme interest rates change over | | | time, your FD will continue to | | | grow at the rate you booked the | | | scheme. | +-----------------------------------+-----------------------------------+ | What is DICGC and which deposits | Deposit Insurance and Credit | | are secured by them? | Guarantee Corporation (DICGC) is | | | a wholly-owned subsidiary of the | | | Reserve Bank of India (RBI). It | | | provides deposit insurance that | | | works as a protection cover for | | | bank deposit holders when the | | | bank fails to pay its depositors. | | | | | | The agency insures all kinds of | | | deposit accounts of a bank, such | | | as savings, current, recurring, | | | and fixed deposits up to a limit | | | of ₹5 lakh per account holder per | | | bank. all your FDs booked with a | | | bank (and not NBFCs) will thus be | | | insured upto INR 5 lakh. | +-----------------------------------+-----------------------------------+ | Is this FD given by banks secured | yes. Fixed deposits upto INR 5 | | by DICGC? | lakhs are insured under DICGC | | | scheme of RBI. FDs offered by | | | Suryoday Bank, Shivalik SF Bank | | | and Utkarsh Bank are covered | | | under this scheme. | +-----------------------------------+-----------------------------------+ | Is this FD given by NBFCs secured | no. Fixed deposits offered by | | by DICGC? | Bajaj Finance Limited and Shriram | | | Finance Limited are not covered | | | under the DICGC Scheme. However, | | | both have been rated the highest | | | possible safety rating that an FD | | | can get. | +-----------------------------------+-----------------------------------+ | aren\'t only banks supposed to | Fixed deposits are offered by | | offer fixed deposits? | banks, NBFCs and India Post | | | Office. The FDs you book with | | | NBFCs like Shriram Transport | | | Finance Company Ltd are also | | | known as corporate FDs and tend | | | to offer higher interest rates. | +-----------------------------------+-----------------------------------+ | What is an NBFC and do they also | As per Section 451(c) of the RBI | | offer fixed deposits? | Act, Non-Banking Financial | | | Corporation (also called as NBFC) | | | is a company that carries the | | | business of a financial | | | institution without a full | | | banking licence. The functions of | | | the NBFCs are managed by both the | | | Ministry of Corporate Affairs and | | | the Reserve Bank of India. | | | | | | NBFCs offer a variety of services | | | like savings & investment plans, | | | lending schemes, insurance, etc. | | | they also offer fixed deposits | | | for customers to invest in. | +-----------------------------------+-----------------------------------+ | I already have a running FD with | Yes, you can invest in multiple | | the bank. Can I book another one? | FDs with different providers. you | | | can also have multiple FDs with | | | the same provider. | +-----------------------------------+-----------------------------------+ | I am a senior citizen, what are | Most banks and NBFCs offer an | | the additional benefits I can | additional interest rate of upto | | avail? | 0.5% over the regular fixed | | | deposit interest rates for senior | | | citizens thus making it even more | | | attractive for senior citizens. | +-----------------------------------+-----------------------------------+ | What is the minimum and maximum | We have a wide range of fixed | | amount that I can invest in a | deposit schemes where you can | | fixed deposit? | start investing from as low as | | | INR 1000 and go as high as | | | ₹10,00,000 per FD out of which | | | ₹5,00,000 is RBI insured. | +-----------------------------------+-----------------------------------+ | I am an NRI. Can I book FD? | Currently we are not able to | | | process fixed deposit requests | | | for users in this category. | +-----------------------------------+-----------------------------------+ | I am a minor. Can I book FD? | Currently we are not able to | | | process fixed deposit requests | | | for minors. | +-----------------------------------+-----------------------------------+ | Why does my mobile number need to | We verify your mobile number to | | be verified? | create a secure account for you. | | | doing this we are able to create | | | a smooth app experience while | | | ensuring the safety of your | | | account. | +-----------------------------------+-----------------------------------+ | The mobile number linked with the | As part of the onboarding | | bank is different from the one | process, your details are | | registered with the app. Would I | verified by our banking partner | | be able to continue? | including your mobile number. in | | | case of a mismatch, your | | | application will not be accepted | | | by the bank. | +-----------------------------------+-----------------------------------+ | Why are the permissions required | These permissions are part of the | | to send sms and phone state? | process to verify your mobile | | | number. to simplify, we need this | | | permission to be able to verify | | | your mobile number by sending an | | | sms. There\'s no concern for | | | worry as your phone is secure and | | | we use these permissions only for | | | the purpose of verification. | +-----------------------------------+-----------------------------------+ | I have a dual sim phone, can I | Having a dual sim phone does not | | link any of the sim for the FD | hold you back from investing in | | purchase? | fixed deposits with us. we | | | recommend you to use the sim | | | which is registered with a bank | | | account to proceed with | | | authentication. | +-----------------------------------+-----------------------------------+ | I had tried sim binding earlier, | Yes, you can try again to | | but the step was not successful. | register yourself. We recommend | | Can I retry? | you to use the sim which is | | | linked to any of your bank | | | accounts for the purpose of | | | authentication. | +-----------------------------------+-----------------------------------+ | I do not want to give the | for the purpose of ensuring a | | required consents? | smooth and secure onboarding flow | | | we require certain permissions | | | from you. These are used to fetch | | | information to validate your | | | personal details and KYC | | | purposes. We do not use this | | | information for any other purpose | | | than creating and validating your | | | account. | +-----------------------------------+-----------------------------------+ | Will my data be shared with any | your data is only used for | | third party or outsiders? How | account creation and KYC | | safe is it to share my data using | purposes, and this is not shared | | consents? | with any third-party. The safety | | | of your information is our top | | | priority. | +-----------------------------------+-----------------------------------+ | What is CKYC and why is the | CKYC refers to Central KYC (Know | | consent required to fetch the | Your Customer), an initiative of | | CKYC data? | the Government of India. It helps | | | in skipping the lengthy process | | | of onboarding by making all | | | relevant KYC information | | | available in one place. With your | | | consent, we will be able to use | | | this facility to ensure a safe | | | and faster onboarding experience. | +-----------------------------------+-----------------------------------+ | What is Equifax and why is it | Equifax is one of the four credit | | relevant? | bureaus licensed by the Reserve | | | Bank of India. We have partnered | | | with Equifax to improve the | | | onboarding process for you. With | | | your consent we can fetch your | | | personal details from Equifax and | | | use the same to speed up your FD | | | booking process. | +-----------------------------------+-----------------------------------+ | What is PEP? Why is it required? | a Politically Exposed Person | | | (PEP) is an individual with a | | | prominent public post or a public | | | function. Members of parliament, | | | state assemblies, judges, | | | governors and senior government | | | officers do come within the PEP | | | category along with their close | | | relatives (people in direct | | | contact). Currently we are not | | | able to process fixed deposit | | | requests for users in this | | | category. | +-----------------------------------+-----------------------------------+ | I am an Indian citizen but not a | Currently we can only process | | tax resident of India. Can I open | fixed deposit requests for users | | a fixed deposit? | who are tax residents of India. | +-----------------------------------+-----------------------------------+ | What do you mean by tax resident | a person is said to be a resident | | of India? | of India in case she has spent | | | either 182 days or more during | | | the FY; or has spent 365 days or | | | more in India during the four | | | preceding years and is in India | | | for a period of 60 days or more | | | during the financial year. | +-----------------------------------+-----------------------------------+ | I do not have a PAN, can I invest | Currently we can only process | | in FD? | fixed deposit requests for | | | individuals having an active PAN | | | linked to their name. | +-----------------------------------+-----------------------------------+ | I do not have the PAN now, can I | yes you can resume your process | | come back to proceed forward? | once you have your PAN with you. | | | don\'t worry, we will save your | | | progress for you to resume from | | | where you left. | +-----------------------------------+-----------------------------------+ | The name is correct but the PAN | We prefill your PAN from the data | | shown is incorrect. Can I update? | we receive from your company | | | hence it is not editable. | +-----------------------------------+-----------------------------------+ | Why is my PAN not getting | To book fixed deposits, we need | | verified? | to verify individual PANs | | | maintained with the regulated | | | authorities. in case of a | | | mismatch, the booking can not be | | | completed. | +-----------------------------------+-----------------------------------+ | the name shown against the PAN is | The name linked to the PAN should | | not correct, I can not update the | be yours. This is required for | | name also. What should I do? | the purpose of successful | | | verification of your identity and | | | for KYC purposes. we will suggest | | | you to please have your correct | | | name mapped with your PAN. | +-----------------------------------+-----------------------------------+ | Why is my Aadhar required? | Aadhar is required for successful | | | identification and setting up KYC | | | for your account. It is a | | | mandatory document for us to be | | | able to process your FD request. | +-----------------------------------+-----------------------------------+ | Do I need a physical copy of the | we do not require you to provide | | Aadhar? | us with a physical copy of | | | Aadhar. We have built a safe and | | | secure platform to help you with | | | smooth onboarding by using | | | facilities like the digilocker | | | and CKYC to verify your Aadhar | | | and other documents. | +-----------------------------------+-----------------------------------+ | What is digilocker? | digilocker is a government | | | initiative under its Digital | | | India project. It is used for | | | storing documents and verifying | | | credentials. digilocker can | | | safely store and verify your | | | important documents like PAN | | | card, driving licence, Aadhaar | | | card, school marksheets, | | | insurance papers, etc. | +-----------------------------------+-----------------------------------+ | What details will be accessed | We will use the digilocker | | from digilocker for FD booking? | facility to validate your | | | identity and do a KYC using | | | verification of documents like | | | Aadhar and PAN. | +-----------------------------------+-----------------------------------+ | it says name mismatch and not | For successful FD booking, the | | allowing me to complete the step. | name as maintained with Aadhar | | What should I do? | should be the same as maintained | | | on PAN. In case of a mismatch | | | scenario, you may retry by | | | correcting either the PAN or | | | Aadhar Card number. | +-----------------------------------+-----------------------------------+ | How can I add a new address as my | you can use the \"add\" button on | | current address? | the address choice screen for | | | adding an address which is not | | | listed already. | +-----------------------------------+-----------------------------------+ | I am not able to change my | We consider the address received | | permanent address. What should I | from Aadhar as your permanent | | do? | address. you may select or add | | | your current address to continue | | | with the FD application process. | +-----------------------------------+-----------------------------------+ | can I select my permanent address | yes your permanent and current | | as the current address also? | address can be the same, thus you | | | can select your permanent address | | | as your current. | +-----------------------------------+-----------------------------------+ | Why are other details related to | These details are needed for | | occupation, income, and family | regulatory compliance (KYC and | | details required in the FD | AML), risk assessment, and fraud | | booking? | prevention. | +-----------------------------------+-----------------------------------+ | Is it mandatory to add a nominee? | no it is not. but we recommend | | | adding a nominee against your | | | fixed deposit. | +-----------------------------------+-----------------------------------+ | Can I add a nominee who is less | Yes, in that case guardian | | than 18 years old? | details are mandatory to be | | | captured. | +-----------------------------------+-----------------------------------+ | Who can I add as a nominee? | any individual be it the family | | | member, relative, friend or | | | anyone any other person whom the | | | account you trust can be added as | | | a nominee. | +-----------------------------------+-----------------------------------+ | Can I change nominee later? | yes. But currently this service | | | is only available with few of our | | | partner banks. you will be able | | | to see and add a nominee option | | | on the dashboard page once your | | | FD is successfully booked. | +-----------------------------------+-----------------------------------+ | Can I add a nominee later? | yes. but currently this service | | | is only available with few of our | | | partner banks. you will be able | | | to see and add a nominee option | | | on the dashboard page once your | | | FD is successfully booked. | +-----------------------------------+-----------------------------------+ | What is a payout account? | A payout account is the one where | | | your fixed deposit investments | | | will be credited on maturity. | | | this is the account where you | | | shall receive your money back, | +-----------------------------------+-----------------------------------+ | Can I add someone else\'s bank | The payout account should belong | | account details? | to you and we would not allow you | | | to use any other person\'s | | | account for payout. please use an | | | account which belongs to you for | | | the purpose of payout. | +-----------------------------------+-----------------------------------+ | I can not find my bank in the | click on the search tab, enter | | list, how to add? | your bank name and you will be | | | able to select your bank to add | | | as the payout account for your | | | fixed deposit. | +-----------------------------------+-----------------------------------+ | it says my bank is inactive, but | for us to capture your bank | | my bank details are correct? | details as the payout account, | | | should be an active bank account. | | | This is important for us to be | | | able to credit the money on | | | maturity or withdrawal | | | successfully to your bank. your | | | bank status is as received from | | | your bank in this scenario either | | | you can add another bank details, | | | which is active or check with | | | your bank for your account status | | | as maintained with them. | +-----------------------------------+-----------------------------------+ | I have received an sms of ₹1 | We verify your bank account by | | credit, why? | transferring ₹1, thus you may | | | receive an sms from your bank | | | informing you about the credit. | +-----------------------------------+-----------------------------------+ | it says UPI ID is not valid, but | you can try again after a while | | is it correct? | or try another payment method | | | like net banking. | +-----------------------------------+-----------------------------------+ | What if my payment fails? | do not worry, if your payment has | | | failed and the amount was | | | deducted from your account it | | | shall get refunded in next 2-4 | | | working days. If you are still | | | interested in purchasing an FD | | | you can place another request for | | | the same. | +-----------------------------------+-----------------------------------+ | Why did my payment fail? | third party limit error: every | | | bank has a daily limit that you | | | can spend via online | | | transactions. For most banks this | | | is set at Rs 25000 - Rs 2 lacs. | | | please login to your net banking | | | and check this limit. if you are | | | trying to make a payment for more | | | than this limit, then the | | | transaction will fail. | | | | | | Most banks allow you to increase | | | the limit via net banking. | | | | | | UPI limit error: for UPI limit is | | | Rs 1 lac in a day. Please check | | | this limit. it is possible that | | | you are exceeding this. you might | | | have made another payment through | | | UPI on the day. | | | | | | bank connection error: when you | | | are making a payment, you are | | | redirected to your bank page or | | | UPI app page. These pages then | | | again connect with your bank. | | | Sometimes while making a payment, | | | it is possible for this | | | connection to break. In these | | | cases the transaction fails. | +-----------------------------------+-----------------------------------+ | I haven\'t received the refund | Do not worry, your money is | | yet? | absolutely safe. it is extremely | | | unlikely that you would not have | | | received the funds within 7 | | | working days. | | | | | | please do check again if 7 | | | working days have been actually | | | completed or not and do check | | | your bank account statement for | | | any refund transactions. | +-----------------------------------+-----------------------------------+ | I am stuck on the payment step, | you can click on go to dashboard, | | and not able to understand the | and can track the FDs as part of | | current status of the payment? | your pending investments tab. | +-----------------------------------+-----------------------------------+ | Why is video KYC required? | video KYC is required to complete | | | the KYC verification step as | | | mandated by the RBI. | +-----------------------------------+-----------------------------------+ | What if I am not available during | stay assured, if you have made | | bank working hours? | the payment already, we will | | | notify you when the bank officers | | | are available next during bank | | | working hours. also in case of | | | video KYC not getting completed | | | in 03 days, your money will be | | | safely refunded to your bank | | | account. | +-----------------------------------+-----------------------------------+ | When can I complete the video | Video KYC is available during | | KYC? | bank working hours from Monday to | | | Saturday from 09:00 AM to 08:00 | | | PM. If this is pending for | | | completion, we will notify you to | | | complete the video KYC during | | | these hours. | +-----------------------------------+-----------------------------------+ | What if video KYC fails? | There is nothing to worry about. | | | If your video KYC step was not | | | able to complete, you can always | | | retry during the available | | | banking hours within 02 days of | | | FD booking. | +-----------------------------------+-----------------------------------+ | how will I get to know the status | Your video KYC details get | | of video KYC, when it is done? | verified by bank officers, which | | | may take some time upto 03 hours. | | | You can always track the video | | | KYC and FD confirmation status on | | | the \'my investments\' tab. | +-----------------------------------+-----------------------------------+ | How will I get to know if my FD | you will receive an sms and a | | is booked or not? | push notification regarding your | | | FD getting booked. you can also | | | see the FD status on your | | | investments dashboard. | +-----------------------------------+-----------------------------------+ | When will I receive my FD advice? | the bank provides a | | | computer-generated statement that | | | acts as a proof of ownership or | | | investment when you open a FD. | | | This document is the FD Advice. | +-----------------------------------+-----------------------------------+ | I haven\'t received the FD advice | FD advice usually gets delivered | | yet? where will it get delivered? | on the registered email id post | | | successful booking of your fixed | | | deposit. This FD advice is | | | directly shared by the bank | | | within 07 days of FD booking | | | confirmation. | +-----------------------------------+-----------------------------------+ | Why is my FD rejected? | this can happen due to VKYC | | | failure but you don\'t have to | | | worry your money will be returned | | | to your account with 2-7 working | | | days | +-----------------------------------+-----------------------------------+ | Where can I see my ongoing | you can easily access on the \'my | | investments? | investments\' page under ongoing | | | investments tab | +-----------------------------------+-----------------------------------+ | I have received less money than | In case of premature withdrawal | | my deposit amount | of FDs where some interest has | | | already been paid, the interest | | | difference is adjusted from the | | | principal amount. for e.g. assume | | | the original deposit rate was 7%. | | | At the time of withdrawal, the | | | applicable interest rate is 3%. | | | There is some interest which is | | | already paid based on the 7% | | | rate. the difference is then | | | adjusted from the original | | | principal amount | +-----------------------------------+-----------------------------------+ | what interest rate will I get in | As part of premature withdrawal, | | case of a premature withdrawal | interest rate will be applicable | | | for the tenure for which the FD | | | was maintained. In addition to | | | this, there also will be a | | | penalty rate applicable. Hence | | | net off penalty rate will be the | | | interest rate applicable in case | | | of premature withdrawal. | +-----------------------------------+-----------------------------------+ | when and where will I receive my | your money will come within 2 | | money in case of a withdrawal | working days after placing | | | withdrawal instructions | | | successfully to the account | | | details added during the FD | | | booking process. | +-----------------------------------+-----------------------------------+ | Are there any withdrawal | there are no withdrawal | | processing charges? | processing charges i.e. you do | | | not have to pay anything from | | | your pocket to use the withdrawal | | | facility. | +-----------------------------------+-----------------------------------+ | how will I get to know when my | you will receive SMS/ | | withdrawal is completed? | notification from the bank | | | regarding the crediting of money | | | in your account. the FD booking | | | will automatically be removed | | | post withdrawal. | +-----------------------------------+-----------------------------------+ | how to make a premature | you can go to the on-going FD | | withdrawal? | that you want to withdraw, once | | | the lock in period of the FD is | | | over you will get an option to | | | withdraw the FD after confirming | | | that you want to withdraw the FD | | | your withdrawal process will be | | | initiated | +-----------------------------------+-----------------------------------+ | Can I prematurely withdraw my FD? | Yes, your Fixed Deposit with | | | Suryoday Bank, Shivalik SF Bank | | | and Utkarsh Bank can be | | | liquidated once the lock -in | | | period has been completed. | +-----------------------------------+-----------------------------------+ | Is there any lock-in period for | Utkarsh SF Bank has a lock-in | | my FD? | period of 7 days for their FDs. | | | | | | Shivalik SF Bank has a lock-in | | | period of 7 days for their FDs. | | | | | | Shriram Finance has a lock-in | | | period of 3 months for their FDs. | | | | | | Bajaj Finance has a lock-in | | | period of 3 months for their FDs. | | | | | | Suryoday Bank has a lock-in | | | period of 7 days for their FDs. | +-----------------------------------+-----------------------------------+ | I do not file taxes. is there a | As of now we do not have a | | way for TDS to not get deducted | solution where you can file for | | from the FD | non deduction of TDS. Some banks | | | allow filling of forms 15G/ 15H. | | | However, as of now we do not have | | | the functionality. The TDS is | | | only deducted if the total | | | interest from all sources with | | | the bank exceeds ₹40000 for a | | | normal citizen and ₹50000 for a | | | senior citizen. | +-----------------------------------+-----------------------------------+ | How are FDs taxed? | Interest earnings from your fixed | | | deposit are taxed as per your tax | | | slab. for e.g. if you are in a | | | 20% tax bracket and you made a | | | 6%1 year FD of ₹1 lac. your total | | | interest for the year is ₹6000. | | | the tax that you will have to pay | | | while filing will be 20% of 6000 | | | = ₹1200 | +-----------------------------------+-----------------------------------+ | What are tax saving FDs? | Tax saving FDs are fixed deposit | | | accounts that provide tax | | | exemption under section 80C of | | | the Income Tax Act. These | | | deposits come with a lock-in | | | period of 5 years. opting for | | | this FD scheme enables a tax | | | deduction of ₹1.5 lakh. | +-----------------------------------+-----------------------------------+ | Is there an option for early | no, premature withdrawal is not | | withdrawal? | permitted for tax saver fixed | | | deposits. | +-----------------------------------+-----------------------------------+ | Does tax saver FD have a | Yes, tax saver FDs come with a | | mandatory lock in period? | lock-in period of 5 years. | +-----------------------------------+-----------------------------------+ | Is it possible to initiate a tax | absolutely! you can secure a tax | | saver FD without creating a new | saver FD through SalarySe without | | bank account? | the need to open a new bank | | | account. The entire process is | | | conducted digitally, and you can | | | complete your investment in just | | | 3-7 minutes. | +-----------------------------------+-----------------------------------+ | What tax advantages do tax saving | Individual account holders can | | FDs offer? | claim an income tax deduction for | | | a maximum amount of ₹1.5 lakh per | | | financial year. | +-----------------------------------+-----------------------------------+ | TDS on tax saver FDs? | The interest gained from this | | | deposit is subject to taxation. | | | nonetheless, if your income is | | | not eligible for taxation, | | | submitting form 15H/15G exempts | | | you from TDS deduction on the | | | interest by the bank | +-----------------------------------+-----------------------------------+ | Can I withdraw my FD before | yes, you are able to withdraw | | maturity? | your FD before its maturity | | | provided you have passed the lock | | | in period. The withdrawal | | | criteria may be different | | | depending on the bank. | +-----------------------------------+-----------------------------------+ | Where is the maturity amount | Upon maturity of your FD, the | | credited upon FD maturity? | maturity amount will be directly | | | deposited into the same bank | | | account that was used for the | | | initial payment. unless you have | | | changed your withdrawal account. | +-----------------------------------+-----------------------------------+ | Which fixed deposits are covered | DICGC, a subsidiary of RBI, | | by RBI insurance? | insures all deposits held with | | | nationalised and private banks. | | | Additionally, fixed deposits on | | | SalarySe with Utkarsh Small | | | Finance Bank, Shivalik Finance | | | Bank, and Suryoday Bank are | | | insured up to ₹5 lakhs. | +-----------------------------------+-----------------------------------+ | for which FDs is video KYC | video KYC is a one-time mandatory | | mandatory? | procedure required by the bank to | | | authenticate your FD in | | | accordance with RBI regulations. | | | | | | video KYC is necessary in the | | | following scenarios: | | | | | | 1.when initiating your initial FD | | | with an amount exceeding ₹90,000 | | | or a tenure exceeding 1 year. | | | | | | 2.when booking a subsequent FD | | | with the same bank, and video KYC | | | was not completed for the initial | | | FD. | | | | | | 3.when the action on maturity is | | | \"\"reinvest\"\" VKYC is | | | mandatory even if the amount and | | | tenure is below or equal to | | | ₹90,000 and 1 year respectively. | +-----------------------------------+-----------------------------------+ | I already hold an account with | Certainly, you can initiate an FD | | the bank, can I book an FD | booking through the SalarySe app, | | through SalarySe? | even if you already maintain an | | | account with the bank. having an | | | existing bank account will | | | expedite your KYC process! | +-----------------------------------+-----------------------------------+ | What is a fixed deposit (FD)? | A fixed deposit (FD) is a | | | financial instrument where a sum | | | of money is deposited with a bank | | | or financial institution for a | | | fixed period at a predetermined | | | interest rate. | +-----------------------------------+-----------------------------------+ | How does an FD work? | you deposit a specific amount for | | | a fixed tenure, and in return, | | | the bank pays you interest at | | | regular intervals or upon | | | maturity. | +-----------------------------------+-----------------------------------+ | How is interest on FDs | interest on FDs can be calculated | | calculated? | using simple interest or compound | | | interest, depending on the | | | bank\'s policy. compound interest | | | results in higher overall | | | returns. | +-----------------------------------+-----------------------------------+ | Is the interest earned on FDs | Yes, the interest earned on FDs | | taxable? | is taxable. The tax liability | | | depends on your overall income | | | and the applicable tax slabs. | +-----------------------------------+-----------------------------------+ | Are FDs safe? | FDs are considered a safe | | | investment as they are backed by | | | the guarantee of the issuing bank | | | up to a certain limit (e.g., ₹5 | | | lakhs per bank by DICGC in | | | India). | +-----------------------------------+-----------------------------------+ - **CREDIT CARD** --------------- - - - - - +-----------------------------------+-----------------------------------+ | My Card gets declined while | There could be several reasons | | making the payment. | for your card being declined: | | | | | | - - - - - | | | | | | If the issue persists, please | | | contact your card issuer for | | | further assistance. | +===================================+===================================+ | Repayments are late or missing | Kindly note that there could be | | | various reasons where your | | | repayment is Late or missing. | | | | | | - - | | | | | | If there are any discrepancies or | | | if you need assistance, please | | | contact your card issues for | | | further assistance. | +-----------------------------------+-----------------------------------+ | What is the annual fees of the | | | credit card | | +-----------------------------------+-----------------------------------+ | I need the Credit Card statement | Kindly note that the Bank will | | | send you a monthly statement | | | showing payments credited to and | | | transactions debited from your | | | card account since the last | | | statement. | | | | | | Statements will be mailed to your | | | registered Email address on a | | | predetermined date each month. | | | | | | If the outstanding balance is | | | less than ₹100 and there are no | | | further transactions pending | | | billing since the last statement, | | | no statement will be issued for | | | that period. | +-----------------------------------+-----------------------------------+ | Can I withdraw cash from an ATM | Kindly note that you cannot | | using my credit card or Can I | withdraw cash from an ATM or | | transfer the money from the | transfer money from your credit | | credit card to my personal bank ? | card to your personal bank | | Does it attract additional | account. | | charges? | | | | This policy is in place for | | | several reasons: | | | | | | - - - - | | | | | | If you have other financial needs | | | or require assistance, please let | | | us know, and we'll be happy to | | | help. | +-----------------------------------+-----------------------------------+ | I want to increase my credit card | To request an increase in your | | limit. | credit card limit, please write | | | to your Bank and provide | | | financial documents that declare | | | your current income. The Bank | | | will review these documents and, | | | at its sole discretion, may | | | approve an increase in your | | | credit limit based on their | | | internal criteria. | | | | | | Please note that the Bank | | | periodically reviews credit card | | | accounts and may adjust limits | | | accordingly, including decreasing | | | them if necessary. You will be | | | notified by SMS, email, or in | | | writing if any changes are made | | | to your credit limit. Using your | | | credit card indicates acceptance | | | of the credit limits granted at | | | any time. | +-----------------------------------+-----------------------------------+ | What are the interest charge | | | rates for non-payment in my | | | credit card ? | | +-----------------------------------+-----------------------------------+ | I want to terminate/close the | To terminate your card | | Credit Card. | membership, please send a written | | | request to | | | **creditcard.closure\@yesbank.in* | | | * | | | or contact Customer Care Number | | | 800 1200/ +91 22 61219000. | | | | | | Please be aware that the | | | termination will only be | | | effective once all outstanding | | | amounts on your card account have | | | been settled. Additionally, if | | | there is an ongoing transaction | | | dispute on the card, we will be | | | unable to process your closure | | | request until the dispute is | | | resolved. | | | | | | If you need any further | | | assistance, please let us know. | +-----------------------------------+-----------------------------------+ | | | +-----------------------------------+-----------------------------------+ RBL CREDIT CARD PROCESS  YES BANK CREDIT CARD **HOW TO RAISE A TICKET.** ========================== - -  **DEACTIVATION OF ACCOUNT** =========================== - - - - **GENERAL FAQs.** ================= +-----------------------------------+-----------------------------------+ | **Question** | **Answer** | +===================================+===================================+ | My Registered Number is Different | Dear \[Employee\'s Name\], | | in the Bank and the organisation | | | where i am working. | I hope this email finds you well. | | | | | | It has come to our attention that | | | there is a discrepancy between | | | the contact number registered | | | with your bank and the one on | | | file with our organization. To | | | resolve this, please send an | | | email to your HR department | | | requesting an update of your | | | registered contact number. | | | | | | Once your HR team has made the | | | necessary changes, kindly ensure | | | they forward the updated | | | information to us. The SalarySe | | | team will then review and update | | | your contact number in our | | | records accordingly. | | | | | | Thank you for your prompt | | | attention to this matter. | | | | | | Best regards, | | | | | | SalarySe | +-----------------------------------+-----------------------------------+ | I need the NOC of my Loan. | Your request for NOC has been | | | sent to our lender and it will be | | | shared with you on your | | | registered mail ID, however you | | | can raise your concern to the | | | lender directly for the speedy | | | closure. | +-----------------------------------+-----------------------------------+ | I need the SOA of my Loan. | Your request for SOA has been | | | sent to our lender and it will be | | | shared with you on your | | | registered mail ID, however you | | | can raise your concern to the | | | lender directly for the speedy | | | closure. | +-----------------------------------+-----------------------------------+ | I need the Loan Sanction letter. | Your request for a Loan Sanction | | | Letter has been sent to our | | | lender and it will be shared with | | | you on your registered mail ID, | | | however you can raise your | | | concern to the lender directly | | | for the speedy closure. | +-----------------------------------+-----------------------------------+ | I want to change contact number | You need to send a mail to your | | in Salary Se | HR from your registered mail ID | | | with SalarySe for this so that | | | the request can be processed and | | | needful will be done from our | | | end. | +-----------------------------------+-----------------------------------+ | Difference between Regular FD and | Page 45 | | Tax saver FD. | | +-----------------------------------+-----------------------------------+ | Txn is not visible in the account | Please note that the Txn will be | | statement | shown within 2 working days date | | | the repayment. | +-----------------------------------+-----------------------------------+ | I wanted to Pay My Bill. | Your Request has been taken, | | | | | | Please find the Bank Details | | | below attached to make the | | | Payment of Rs.\_\_\_\_\_ | | | | | | Bank Name: | | | | | | Account Number: | | | | | | Account Holder Name: | | | | | | IFSC Code: | | | | | | Kindly ensure to share your Txn | | | ID/UTR Post the Payment is done. | +-----------------------------------+-----------------------------------+ | I want to extend the Instacash | Your request to extend the | | limit. | InstaCash limit has been | | | received. Our team will assess | | | your eligibility and extend the | | | limit accordingly. This process | | | will take 2-3 working days. | +-----------------------------------+-----------------------------------+ | I have taken Quick Loan but it | We understand that you are facing | | has not been credited in the bank | this issue and we apologise for | | account. | the trouble this has caused. | | | | | | Our team is currently | | | investigating the issue, and we | | | are working diligently to resolve | | | it within 1 Working Days. | | | | | | In the meantime, please try: | | | | | | Restarting the app. | | | | | | Ensuring you have the latest | | | version installed. | | | | | | We appreciate your patience. | +-----------------------------------+-----------------------------------+ | I need to update/change the PAN | Please note that the PAN details | | | you have provided have already | | | been updated in the app according | | | to the information provided by | | | your organisation. As per our | | | agreement, these details cannot | | | be changed or updated. Thank you | | | for your understanding. | +-----------------------------------+-----------------------------------+ | If my salary account is changed | Please note that If you\'ve | | to some other Bank. Can I modify | changed your salary account to a | | the mandate and link the new | new bank, you can update your | | account ? | mandate. | | | | | | Please help us with the Mail | | | Confirmation from your registered | | | mail id that you want to change | | | the Bank Account, Along with | | | providing your New Account | | | details ( Bank Name, Account | | | Number, Account Holder Name, IFSC | | | Code ). | | | | | | We may verify your new account | | | with a Penny transaction or | | | documents. And Once verified, | | | we\'ll update our records. | | | | |