Suggestions for Resolving COD Digital Payment Issues

SUGGESTIONS FOR RESOLVING ISSUES RELATED TO COD COLLECTION THROUGH DIGITAL MODE

• After display of QR, the customer completes the payment, but an error is shown and further processing is not possible.

WHAT HAPPENS?

• Once the payment is made, the system needs to receive the payment status from the bank.
• If the payment status is received and updated against the COD article in the Delivery Management system, then the Postman can proceed to mark the item as Delivered.
• However, in cases where the payment status is received from the bank but the delivery remarks are not updated in the Delivery system due to a technical issue, this problem occurs.

PROCESS FLOW

• Customer Pays via QR
• Bank Processes Payment
• Payment Status Sent to System
• Delivery Remarks Updated
• Postman Marks as Delivered

SOLUTION (Available in Version 1.0.22)

• For any DQR transaction where delivery remark update was not completed:
• The user can re-open the Delivery module, select the COD article, and view the payment status.
• If the payment is successful, the system will allow the user to mark the article as Delivered.

✅ Note: This fix is not available in previous versions; hence, all users may be advised to update to the latest version.

• After payment through SBI ePay, the amount is debited but the article cannot be marked as delivered.

Example:

• Payment Successful: ₹1,250
• Debited: ₹1,250

Explanation:

• This scenario is similar to the above issue.

Solution in Version 1.0.22:

• If the payment status could not be fetched during the initial attempt, the SPM/SO User needs to select the “Window Delivery” option in the portal (not the DSS app) to view the payment status.
• If the payment is successful, the system will allow marking the article as Delivered.

UPCOMING ENHANCEMENT (Future Version)

• A “Fetch Transaction Status” button will be provided directly within the delivery flow, eliminating the need to navigate to the “Window Delivery” option in the portal.

CURRENT FLOW (v1.0.22) – Portal (Not DSS App)

Steps:

• Home → Delivery → Window Delivery
• Enter Article No. / RRN
• Search
• View Article Details
• Check Payment Status
• If Successful → Mark as Delivered
• After the amount is debited from the account, delivery remarks could not be updated and the amount is not reflecting in the wallet/account.

Important Clarification:

• The COD amount will reflect in the account only for transactions for which confirmation from the bank has been received.

Even if the amount is debited from the customer's account, if payment confirmation is not received:

• For DQR: Check payment status as per point 1 above.
• For SBI ePay: Check payment status via Window Delivery (point 2 above).
• Except for these two scenarios, if payment confirmation is not received, the transaction will be treated as failed and the amount will be auto-refunded.

⚠️ Please do not escalate such issues – the transaction has failed, and auto-refund will happen.

When the alert message "Address is outside the delivery jurisdiction" appears during article delivery

Alert:

Address is outside the delivery jurisdiction. Do you want to proceed?

• Yes
• No

Action Required:

• The user should select Yes to proceed with OTP-based delivery.
• The receiver will receive an OTP for confirmation.
• If the OTP is not received, the user can proceed with delivery without OTP after 2 minutes.
• CEPT Instruction for Raising Tickets on COD Remittance Issues (Digital Mode)
• Provide: Article Number and RRN (UTR number is called RRN)

Following steps may be followed for Window Delivery:

Step 1 – From DSS App

• Mark the article in deposit.

Step 2 – Beat Completion

• Submit account of the Beat may be completed.

Step 3 – In Portal (Deposit Screen)

• The article will now be available, and the Window Delivery option will appear.
• Once Window Delivery Modal is Opened for This Article
• Option to check payment status and update article delivery is available.
• Scenario: Payment Successful but Delivery Updation Failed
• The article will appear in "To Be Involved" screen.
• Select the article again and open Window Delivery.
• Click the Digital Payment Button.

Steps in Window Delivery:

• Check this box to confirm: "Payment already done? Check status directly."
• Once checked → Verify Payment and Debit button appears.
• Click that button to verify.
• On successful payment verification

→ The system will update the delivery of the article.

DRT AMOUNT

• In DTR, the amount will show once the Submit Account of the employee who performed window delivery is done.

FINAL ADVISORY

• ✅ It is therefore advised that all users update to the latest version of the application to avail these fixes and enhanced features.

📢 Please circulate the above suggestions to all concerned, so that issues raised can be resolved to a great extent and more transactions can be done through digital mode.