M2P

M2P is the technology vendor use for processing card transactions

slicing

The concept of converting card bill into EMIs .For user facing it's always convert to EMIs.

Billing period interest

This is the extra interest levied on Card transaction and is calculated from the day of transaction till the month end.This is waived off when the card bill is converted into 1 month EMI

First-month interest

This is the variable interest levied on Bank Transfer, PayTM & EGV orders.This interest is calculated from the date of the order till the first due date of the order EMIs.

Card Transaction

Any transaction (online/offline) made using slice card.

Authorization

Authorization

Settlement

The process of settling funds (Taking funds) done by the acquirers/Merchants, for any authorized transaction

Reversal

Voiding the transaction which was authorized earlier. Simply reversing the authorization & giving back the limit/funds. Reversal can happen in these scenarios: Online/POS reversal - Merchant reverses the transaction if it doesn't go through successful. Unsettled reversal - Reversal done by slice for those authorized transactions which weren't settled within 10 days from transaction date.

Card bill

The sum of the transaction value for the billing period. The credits and debits in a billing cycle are netted off while calculating the total bill. Note - Only settled transactions are considered while generating the bill - a transaction which was done during the billing cycle (1) but was settled after the cycle (2) is not considered into the bill of cycle 1.

GPA

Gross Performing Asset

Buckets: B0, B1, B2, B3 etc.

If the customer does not pay the required amount within 30 days from the due date then he is in B0 bucket, the account moves to 31-60 bucket or B1 bucket and 61-90 to B2 and so on. This categorisation is to define bucket specific collection strategy and to track the performance of each bucket separately. It is easier to collect from B0 customer as compared to a B2 or B3 customer.

Defaulter

A user who is overdue on one or more EMIs is called a defaulter and the event of not paying the EMI(s) on time is called default

Late Interest

Extra interest for delay of the EMI.Charges are levied on each overdue EMI from the 6th of the due month and are transferred to the user on the 9th of the due month.

Fixed Penalty

Charges are levied on individual users for overdue payments from the 9th of the first overdue month.Charges are Rs. 25 per day

DPD

"Days Past Due" number of days user delayed the payment If 5th of a month is the due date then if the EMI isn't paid by 8th then the customer is a 3 DPD (3 days past due).

Penalty waiver

A feature that will waive of Late charges for overdue users. Access is given to the Collection team and is strictly monitored.

Advance due

When a user has due for upcoming due dates only.

No due

When the user has no EMIs due with slice

NPA

Non Performing Asset - A non performing asset (NPA) is a loan for which an EMI is overdue for a period of 90 days or more.

POS

Principal Out Standing - Sum of remaining principal on all outstanding loans and unbilled transactions

WO

Write Off

count of profiles

where we get nos profiles in different stage at different category.

Critical error

When KA's/RA's have done sensible mistake on KYC done/Approval is known as critical errors

Documentation error

When KA's/RA's have done silly mistake on KYC done/Approval is known as Documentation errors

EID

Employee ID

Minor

When user age is less than 18 year

OC

Occupation

onHold/mhold

When user's accounts are placed on hold.

OSV/PV

On site verification/Physical verification

Policy ID

It’s a ID no which define whole risk level of the user.

Red flags

Where we get duplicate account and other risk parameters

Risk insight

where we get risk parameters

Risk Status

Its general level of risk status which define the type of user.

Risk tags

Tags added for profiles to identify differences

Salaried

When user applied in salaried segment.

Student

When user applied in student segment.

Wallet/Pocket Limit

It’s an amount approval to use in Paytm wallet transfer or like that.

M-hold

Manually holding the account of the user on his request

On-hold

A user state in which all transactions are blocked for the user. The user generally gets in this state if he has an overdue payment or if he commits fraud.

Y-Pro

Young Professional ( Freelancers/Self Employed)

Account Expiry Date

For student it’s set as graduation date, and for Y-Pro customers a default year is set and revised when required. There is an expiry date so that students can apply for credit card in the right category.

Appstart

When user is being asked to correct its detail/documents that stage is known as appstart.

Decline

when user is in decline/waitlisted stage.

Assignee

The agent Assigned to the particular ticket

Assignee Group

A group of agents assigned to the ticket. The assignee can be set at the same time in the Assignee field.

Call Response

It’s a call done by team member to user for different issues.

CX

Customer Experience

Issue types

It is used to indicate that the requester is having an issue with your product or service that needs to be resolved and that is affecting multiple users

Macros

A macro consists of one or more actions that modify the values of a ticket's fields.

Priority of Issue

There are four values for priority: Low, Normal, High, and Urgent. By default, all of these four values are available, but if you are an admin, you can allow only the Normal and High values to appear by toggling field options under Admin > Manage > Ticket Fields > Priority. Priority is not a required field, so you do not always need to select a value. How you weigh the priority of your tickets is up to you.

Requester

All tickets require a requester. The requester is the person who made the support request.

TAT

It’s a Turn Around Time for completing the grab task at different stages by KA's and RA's .

Ticket

Tickets are the means through which your end users (customers) communicate with agents in Zendesk Support.

Ticket

For complaint or query

Ticket- Onhold

On-hold means that the support request is awaiting a resolution from a different team

Ticket- Solved

Solved means that the agent has resolved the support issue.

Ticket-Pending

Pending means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.

Triggers

Triggers are business rules you define to run immediately after tickets are created or updated

Views

Views define a collection of support tickets based on a set of criteria (expressed as conditions)

VPA

Virtual Payment Address/ UPI Id

Audit

It’s an internal Audit for each member on their daily task.

Call Audit

It’s an internal call audit for each KA's on their call response.

SLA

Service Level Agreements, or SLAs, are typically an agreed upon measurement of the average response and resolution times that our support team delivers

Errors Percentage

It’s a calculation of errors percentage done by team/Individual at different level.

Insights

Helps in checking of the daily report of agent

UUID

user's unique id

POC

Point of Contact

BT

Bank Transfer

SC

slice card

OD

Gift cards/ EGV

RC

Recharge wallet/ Paytm transfer

DRI

Directly Responsible Individual

Moratorium

Customer can avail of payment deferment without any impact on CIBIL

Slice-cash

Is a virtual amount/credits that customer can get when he gets a reward for a repayment, card transaction, when he has crossed billing refunds and in case of any wavier given by collections

Service Fee

Its an additional fee charged on our cash product Service fee for Cash and Paytm loan will be -100-200 - Rs. 10201-500 - Rs. 25501-1000 - Rs. 501001-1500 - Rs. 75and so on upto a maximum of Rs. 500

Disbursal

Means actual flow of money/payment made against a order make by a user

End user

End-users (also known as customers) are people who generate support requests

Loan

The amount the borrower/user promises to repay

slicer

CSAT

CSAT stands for customer satisfaction and is a score that indicates how satisfied a customer is with a specific product, transaction, or interaction with a company.

NPS

Net promoter score

EMI Soft Lock

A feature in Repayments through which users can change the tenure for their card bill EMIs which they have chosen.The feature can only be availed only once the user has converted his card bill into EMIs and is available till he either makes the payment or 8th of the Month.

Discounted principal

The interest portion is given as an upfront discount to the user in the No Cost EMI plan. The loan amount in this case is a discounted principal amount calculated in a way that interest on the this principal is equal to the NBFC IRR.

approved

When user is in approved stage.

Bureau

Where we get user bureau details.

CAP

Current Address Proof

CCD

Course completion date

CID

College ID

Credit Limit

Its a total approval amount that user can use it

Duplicate account

when user has another approved account on slice.

EMI

Equated Monthly Installment

Enhancement

When users existing credit/wallet limit is increased

Fee Receipt

Its a Current year college fee receipt given/submitted by the user.

freelancer

when user applied in freelancer segment.

IMPS/VPA

Immediate Payment Service/virtual payment address

KYC

Know Your Customer

KYC done

when user is in KYC done stage

Order

Where we get nos of order placed by the user.

Original id

Its a Original/Permanent id given/submitted by the user.

POA

Proof of address

POI

Proof of identity

Profile

User's slice account

Repayments

where we get nos repayments done by the user

Y-pro

Young professional

due date

The date by which a payment must be paid in order not to be late

NOC

"No Objection Certificate". A NOC essentially states that the borrower has no outstanding dues towards the lender

Principal Amount

The principal amount is the amount user has borrowed

Interest

Interest is the amount user owes when borrowing. It's calculated basis a percentage known as the rate of interest.

EGV

Electronic Gift Voucher

Scratch Card

Scratch cards are given on every successful card transaction and every timely repayment. For card transactions the amount varies between Re1 to transaction value and for repayments it varies between Re. 1 to repayment amount. The amount earned through scratch card is credited as slice cash which can be redeemed while making a repayment

Overdue

A user state when any of his EMI is due after the due date as well.

Merchant

where we know merchant name/type, when user uses the slice account.

Temp id

Its a temporary id given/submitted by the user.

Partial Payment

To the payment of an EMI that is less than the due EMI amount

CKYC

CKYC refers to Central KYC (Know Your Customer), an initiative of the Government of India. The aim of this initiative is to have a structure in place which allows investors to complete their KYC only once before interacting with various entities across the financial sector.

Billing Cycle

A billing cycle refers to the number of days between the last statement date and the current statement date.Typically for a slice customer its beginning to end of the month cycle.

approved

when user is in approved stage.

appstart

when user is being asked to correct its detail/documents that stage is known as appstart.

Assignee

The agent Assigned to the particular ticket

Assignee Group

A group of agents assigned to the ticket. The assignee can be set at the same time in the Assignee field.

Audit

Its a internal Audit for each member on their daily task.

Bureau

where we get user bureau details.

Call Audit

its a internal call audit for each KA's on their call response.

Call Response

Its a call done by team member to user for different issues.

CAP

Current Address Proof

CCD

Course completion date

CID

College ID

count of profiles

where we get nos profiles in dfiferent stage at different category.

Credit Limit

Its a total approval amount that user can use it

Critical error

when KA's/RA's have done sensible mistake on kycdone/Approval is known as critcal errors

CSAT

CSAT stands for customer satisfaction and is a score that indicates how satisfied a customer is with a specific product, transaction, or interaction with a company.

CX

Customer experience

decline

when user is in decline/waitlisted stage.

Documentation error

when KA's/RA's have done silly mistake on KYC done/Approval is known as Documentation errors

DPD

"Days Past Due" number of days user delayed the payment

Duplicate Account

when user has another approved account on slice.

EID

Employee ID

EMI

Equated Monthly Instalment

End user

End-users (also known as customers) are people who generate support requests

Enhancement

When users existing credit/wallet limit is increased

Errors Percentage

Its a calculation of errors percentage done by team/Indivisual at different level.

Fee Receipt

for complaint or query

freelancer

for complaint or query

GPA

Gross Performing Asset

IMPS/VPA

Immediate Payment Service/virtual payment address

Insights

Helps in checking of the daily report of agent

Issue types

It is used to indicate that the requester is having an issue with your product or service that needs to be resolved and that is affecting multiple users

KYC

Know Your Customer

kyc done

when user is in kycdone stage

Macros

A macro consists of one or more actions that modify the values of a ticket's fields.

Merchant

where we know merchnat name/type, when user uses the slice account.

Minor

when user age is less than 18 year

NPA

Non Performing Asset

NPS

Net promoter score

OC

Occupation

on Hold/mhold

When user's accounts are placed on hold.

Order

where we get nos of order placed by the user.

Original id

Its a Original/Permanent id given/submitted by the user.

OSV/PV

On site verification/Physical verification

POA

Proof of address

POI

Proof of identity

Policy Id

Its a Id nos which define whole risk level of the user.

POS

Principal Out Standing

Profile

User's slice account

Red flags

where we get dupliacte account and other risk parameters

Repayments

where we get nos repayments done by the user

Requester

All tickets require a requester. The requester is the person who made the support request.

Risk insight

where we get risk parameters

Risk Status

Its general level of risk status which define the type of user.

Risk tags

Tags added for profiles to identify differences

salaried

when the user applied in the salaried segment.

SLA

Service Level Agreements, or SLAs, are typically an agreed upon measurement of the average response and resolution times that our support team delivers

student

when the user applied in the student segment.

TAT

its a turn around time for completing the grab task at different stages by KA's and RA's .

Temp id

Its a temporary id given/submitted by the user.

Ticket

Tickets are the means through which your end users (customers) communicate with agents in Zendesk Support.

Ticket

For complaint or query

Ticket- Onhold

On-hold means that the support request is awaiting a resolution from a different team

Ticket- Solved

Solved means that the agent has resolved the support issue.

Ticket-Pending

Pending means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.

Triggers

Triggers are business rules you define to run immediately after tickets are created or updated

UUID

User's Unique ID

Views

Views define a collection of Support tickets based on a set of criteria (expressed as conditions)

Wallet/Pocket Limit

Its a amount approval to use in paytm wallet transfer or like that.

WO

Write Off

ypro

Young professional

Mhold

Manually holding the account of the user on his request

POC

Point of Contact

BT

Bank Transfer

SC

slice card

GC

Gift cards

RC

Recharge wallet/ Paytm transfer

VPA

Virtual Payment address/ UPI id

DRI

Directly Responsible Individual