GST & TDS Related Process Flow ( GST & TDS Related Process Flow )

Power Users (PU) / Urgent Priority

  1. Receive Ticket: Ticket lands on Freshdesk.
  2. Identify User: Copy Zupee user ID, go to "Admin Panel," paste user ID, and press enter.
  3. Check Priority: Determine if the user is a Power User (PU). All PU tickets are Urgent.
  4. Immediate Action:
    • Attend the ticket using "PU Users-Callback Macro New."
    • Call the customer (2 attempts, Business-to-Business).
    • Resolve the ticket within 60 minutes.
  5. Canned Response:
    • Select the appropriate canned response (Hindi/English).
    • Click "Replace Canned Response."
    • Edit and send the macro, keeping the ticket status "Open."
  6. Transaction ID Check:
    • If mentioned: Verify status in "Admin Panel" > "Payment status" > "User Withdrawals."
    • If not mentioned: Ask the customer for the Transaction ID.
      • Reinitiate a call in 10 minutes if the customer cannot provide it immediately.

Transaction Queries

  1. Refund TDS / Don’t Deduct TDS:

    • Use appropriate verbiage and macros.
    • Select "TDS related" under "Query category."
    • Mark as "Resolved."

  2. TDS Certificate:

    • Use relevant macro and verbiage.
    • Select "TDS certificate" under "Query category."
    • Mark as "Resolved."

  3. GST Queries:

    • Provide information using macros.
    • Select "GST related" under "Query category."
    • Mark as "Resolved."

  4. Check Resolution:

    • If resolved on call: Use "Issue resolved" macro and mark as "Resolved."
    • If not connected or customer is busy: Follow up accordingly.

Normal Users

  1. Attend Ticket: Only after PU tickets are addressed.
  2. Transaction ID Handling:
    • If mentioned: Verify in "Admin Panel" > "Payment status" > "User Withdrawals/Deposits."
    • If not mentioned: Request for Transaction ID using canned responses.
  3. Issue Identification:
    • Clearly Mentioned: Use appropriate canned responses and resolve.
    • Not Clearly Mentioned: Request elaboration using canned responses.
  4. Abusive Tickets:
    • Fresh Ticket: Add note, merge with resolution response, and avoid rating verbiage.
    • Reopened Ticket: Determine if still abusive and follow protocol (Abusive response - 2 if necessary).

General Steps

  1. Copy Transaction ID:
    • Paste in "Admin Panel" > "Payment status" > "Apply transaction filter."
    • Generate and verify transaction details.
  2. Canned Responses:
    • Always select based on language preference.
    • Edit content as per customer’s Voice of Customer (VOC).
  3. Documentation:
    • Add detailed notes about conversations and resolutions.
  4. Categorize:
    • Choose appropriate query category and type.
  5. Closure:
    • Mark ticket status as "Resolved" or "Closed" based on the resolution.