Moove Wallet App /Flutterwave platform related issues

Process Name

Issue: Moove Wallet App /Flutterwave platform related issues

Owner

Fintech Product

Frequency

Escalate to: 

1. Write to the PM of the Flutterwave to investigate the issue. Cc- Finance Manager, Country Manager, CS manager and supervisors 

2. Inform the PE and Enforcement team about the Flutterwave system is down to ensure they provide relaxation while executing on the Escalation Policy. 

Sample of Moove Wallet App Issues

Troubleshooting : RESOLVING COMMON DRIVER APP PROBLEMS - Google Docs

SLA

48 hours

Category: Remittance/Payment Related 

Possible reasons: 

1. System is down 

2. Customer is not choosing the right DRN and DOB

3. There is not enough money in the customer's account/wallet 

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

1. Ask if the customer has enough money has enough balance on the Wallet/Bank

2. Ask if the customer is choosing the right DRN and DOB

3. Ask if the customer has tried it 2-3 times and it has still failed 

Provide Solution: 

1. Ask the customer to try again with a smaller amount with correct DRN and DOB

2. Ask the customer to share the screenshot/screen recording if the potential reason can be that the Flutterwave system is down.