Card lost, damaged or stolen:
1. The user will be prompted to block the card in their Expense portal or Ops team will help the user to block the card after validating the user’s identity.
2. Subsequently, the user will be asked to connect with their super admin to withdraw the balance from the card, and hotlist the existing card associated to their user account and assign a new card to the user.
Unauthorized transactions:
1. As a security precaution, the user will be asked to block the card or Ops team will help the user to block the card after validating the user’s identity.
2. The user will be asked to remove his/her card details if saved in any merchant for auto-deduction / subscription.
3. The user will be asked to fill the chargeback form and immediately raise the dispute from their Expense portal for further investigation
Failed transactions:
1. The user will be asked to confirm the transaction date, time, amount, whether OTP was triggered.
2. Initial checks will be done by the Ops team including checking card status, KYC status, balance on the card, any limits set on the card, default wallet selected for transactions.
3. The user will be requested to share transaction details along with merchant URL or ATM slip to further investigate and will be communicated to the user on the issue is resolved
Card unblocking:
1. Card unblocking is permissible only through the user account that initially blocked the card.
2. In cases where the user's super admin has blocked the card, only the super admin can initiate card unblocking by providing the password.
3. If the card has to be unblocked by the Ops team, then the email confirmation from the registered email id of the user is mandatory.
DPA checks:
1. Please authenticate the caller by confirming registered mobile number, last 4 digits on the Happay card, followed by Organization name
2. Critical details like 16-digit number on Happay card, 3-digit CVV behind the card or 12-digit Aadhaar number will be never asked by the Ops team.
3. Important details like balance on the Happay card, organization level balance, phone number of Admin/Finance and card number will not be disclosed to the user on call or email
Card hotlisting:
1. Only the Super Admin has the authority to hotlist a card. Alternatively, the Card Ops team can proceed with hotlisting upon receiving email confirmation from the Super Admin through their registered email id.
2. Super admin can hotlist the card through his Admin dashboard.
3. It is mandatory to withdraw the complete balance on the card before hotlisting it.
4. The Super Admin will be notified that hotlisting the card will result in its immediate blocking and complete removal from the card inventory.