BANK REVERSAL PROCESS

BANK REVERSAL CC PROCESS 

This process is to be followed in a case where a bank deposit was reversed directly from the vendors wallet without Kazang finance’s authorization. 

These types of deposits are indicated as below on Content Ready.

• Bank will process reversal as a bank deposit correction, debit journal etc defers with banks. 
• Narrative will also not be added

PROCESS TO FOLLOW:

• Agent needs to check with the vendor if there was any deposit of the same amount that was processed on the reversal date.
• If there was a deposit processed POP (proof of payment) must be required.
• Agent must check on CR if the deposit was reversed internally or by the bank as per above snaps. 
• If the agent has done all the checks and can confirm that the deposit was reversed by the bank, junior agent must create a ticket and update accordingly with the below information. Once done ticket must be assigned under CC escalation queue and no name must be assigned. 

-Snap of the reversed deposit from CR 

-Snap of the actual debit from the vendors wallet with a balance before and after.

-Ticket must have vendors confirmed contact number in case any communication needs to be done.

LEVEL 2 SUPPORT PROCESS:

• Once the level 2 agent receive the escalation, agent must verify if the ticket is updated accordingly.
• If everything checks in agent must escalate the reversal query to the finance team and advise vendor with the next step (escalation to finance, estimated turn around time of the bank’s feedback which can be 48hrs or more)
• Ticket must be pended and tagged until finance’s feedback.