Remittance paid by customer is not reflecting on the Remittance Advice

Process Name

Issue: Remittance paid by customer is not reflecting on the Remittance Advice 

Owner

Data/Reconciliation team

Frequency

Escalate to: 

1. Performance Supervisor is the first point of contact

2. Performance Supervisor notifies Product POC in the payment Recon team if the payment made is not reflected even though the payment was paid before 10 am and is showing up on flutterwave. 

3. Finance Manager and Flutterwave PM if the money is deducted from the Driver’s account but is not showing up on the Flutterwave sheet

SLA

First response time: Under 2 hrs

Resolution time: Under 24 hours

Category: Remittance/Payment Related  

Possible reasons: 

1. All the remittance paid after 10am is visible on the next day’s remittance advice. 

2. The customer did not choose the right DRN and DOB

3. The money was returned back - it was never credited from the customer's account due to bank error.

4. Driver switched products and it wasn’t properly documented on the Data Dump sheet.

5. Driver made payment on a day he/she wasn’t assigned to a vehicle.

How to tackle this? (Identify cause of the issue): 

1. Ask for the Proof of payment screenshot to be shared via whatsapp or email 

2. Check the timing of the payment made. 

3. Check if the payment is reflected on the Flutterwave sheet 

4. If on Flutterwave sheet, confirm that payment is reflected under the 'bank statement' column on the reconciliation sheet.

5. Check smart assignment to see if the driver is unassigned.

Provide Solution: 

1. If the payment is made after 10am, inform the customer that it will be reflected on the next day’s remittance 

2. If the payment is not visible on Flutterwave, inform the customer that we have not received any payment. Request him/her to process code from his/her bank (30 digit number). Upon receiving it, send it to the Finance team to confirm the status. 

3. If the driver is unassigned, then log a ticket on Freshdesk to Finance ( Finance POCs are listed in the last page of the Freshdesk Ticketing Refresher Doc) detailing the issue and attributing it to the driver being un-assigned, to aid faster resolution.

4. Ensure all product switches are documented by the Onboarding team on the Data Dump sheet following the steps listed on the Product Switch section here.

5. If all the above doesn’t apply, create a ticket and assign it to the Payment Recon team to look into it. Always assign a ticket to the right Agent relative to the product. Product POCs/Agents are listed in the last page of the Freshdesk Ticketing Refresher Doc.

Monitoring- New structure SOPs