Issue: Customer transferred funds via UPI/NEFT/IMPS but the amount is not visible in the trading ledger.
Resolution steps for agents:
- Verify the transfer reference number, amount, and timestamp from the customer.
- Check the back-office ledger — UPI credits typically reflect within 15–30 minutes; NEFT may take up to 2 hours during banking hours.
- Confirm the funds were sent to the correct linked bank account registered with Moneywise.
- If transfer was made after 4:00 PM IST on a trading day, settlement may reflect on the next working day.
- Escalate to the Payments team if the ledger shows no credit after 2 hours with a valid UTR.
Customer response template: Thank you for your patience. We are verifying your fund transfer (UTR: [UTR]). UPI/NEFT credits typically reflect within 30 minutes to 2 hours. We will update you once the amount is credited to your trading account.
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