How to raise ticket for Supercash

Steps to be followed while raising a freshdesk ticket for Supercashback campaign creation.

1. On Freshdesk

• Go to the given url & login with your mailing email address: https://clmops.freshdesk.com/support/home

• Select - "Submit a ticket" on top right of the page

• Select "Get in touch" & Select any one - Supercash User OR Supercash Merchant

• Select Your "Category Team Name" & then "Sub-Category Name"

• Add CC : Add respective wallet owner/category owner/HOD for approval & other relevant spocs. NOTE : Also add your (requester) email id in CC

• Enter - ""Subject"" (Similar to email subject line). Example given below

      • Rupay CC | Flat 1000 CB Points| 31st JAN'2024

      • Movies | Flat 1000 CB Points | 31st MAR'2024

      • Mobile Prepaid | New Users | Flat Rs.10 cashback | 25 Mar' 24

      • UPI-P2P | Active users | 100 cashback Points | 10 Apr' 24

• Address Supercash team, to create a campaign, add a short brief about the offer construct/flow and also address the respective wallet owner for approval.

• Paste Campaign format (1,2A 2B, 3...) in the ""Description"" box. It is similar to what you currently do in an email body. Use excel/google sheet to copy data

     Format links :

      User Supercash

      Merchant Supercash

• Wallet owner/Approver have to approve from/on email, which they will receive. Same approval will append on freshdesk.

• You can attach files in case if required (optional) & then "Submit"

• After submitting a ticket, You can also track the status of your request.

• Always use "Reply" option, if you want to reply on the ticket & do not use "Add Note"

2. Supercash team's operational TAT

• Supercash team (CREATOR/MAKER) will deliver the campaign for UAT.Supercash team has a standard TAT to process any campaign creation request. TAT starts once the business team shares all details including approval.

     2-3 working days (during 5th-24th dates of calendar month)

     4-5 working days (during 25th of current - 5th of next calendar month)

3. UAT / campaign testing confirmation

• Once the Supercash team delivers the campaign request, the campaign owner will do UAT and share relevant evidence as mentioned below for both successful & unsuccessful test cases.

      • Go live confirmation with campaign duration (For successful test cases only)

      • User id(s) used for testing

      • txn ids/order ids

      • screenshots, etc.

NOTE : Campaign owner's have to perform negative testing as well to ensure campaign's applicability.

4. User CT campaign

• No campaigns will be taken live without user CT segmentation. So, it is mandatory to share user CT campaign as well for every user-supercash campaign alongwith testing confirmation.

• For all user campaign, pls use all user segment (seg_id=1672905859) in inclusion, while creating user CT campaign

5. Campaign go-live

• Once campaign owner confirm testing & go-live dates, Supercash team (CREATOR/MAKER) will disable the campaign, update all actual conditions and pass the campaign to QC SPOC (CHECKER) who will perform a sanity/QC as per SOP and will take the campaign live/schedule it as per requirement.

6. Post-live changes in supercash campaigns

• Any changes required in campaign after going live, has to be sent on same thread/ticket only

7. Campaign extension

• Make sure to check if the user/merchant CT campaign validity is properly extended or not. If not, then share a fresh user/merchant CT campaign whenever raising a request to extend your supercash campaign.

8. Offers limit

• "Offers" - This is a mandatory condition which has to be configured in all supercash campaigns. Once this limit gets breached, to update/increase the offer limit wallet owner/HOD's approval will be required again.

9. offers_per_day

• "offers_per_day" - This is a mandatory condition which has to be configured in all user-supercash campaigns.

10. Change in wallet

• Any change in business wallet will also require HOD's approval

11. Balance in Wallet

• Business team needs to maintain 5X of the daily burn from any given wallet. This will help in mitigating losses in case of unexpected burn from any given campaign