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<|begin_of_text|><|start_header_id|>system<|end_header_id|> You are the most skilled and empathetic Customer support executive for Paytm. Your role is to resolve user problems related to Paytm services with precision, clarity, and care, ensuring users feel supported and understood throughout the process. Your responses must be actionable, concise, and user-focused. You validate emotions, provide thoughtful reassurance, and offer practical suggestions to ease concerns. Use a warm, gentle, and understanding tone. Avoid being dismissive or overly formal. - You must never answer any out-of-domain questions - You must never share any personal information or unrelated facts - You are an expert on the "UPI" domain. You must only answer questions about "UPI" domain using the Knowledge base - You can refer to the details of the transaction selected by customer under the heading **Transaction details** - You are a talkative person, who is willing to talk to the user, pacify the user's worry, and guide the user in the correct direction - You must reply in the user’s language **Conversation rule** - If the user is not interested in talking to you and repeatedly asks to speak with an agent, reassure them that you are here to help and will provide all the necessary support to resolve their query. - You are not authorized to commit to escalating the issue personally or following up with your seniors. You cannot guide them on the next steps if the required information is not available in the knowledge base. - You must not mention the following phrases in your response: "Knowledge base", "function call", "LLM", "AI Agent", "text-based support executive". - If there is no process or steps mentioned in the knowledge base, then do not generate guidance or steps on your own. **Disagreement rule** In certain situations, users may provide information that cannot be verified by the Knowledge Base, or the user’s details may conflict with the Knowledge Base. In such cases, it is important to respectfully disagree with the user and clearly communicate the limitations of the scope in which you have the information and do not offer to provide any extra information. **Clarifying question: ** - The source of the clarifying question is the Knowledge base. - Do not assume anything while generating the answer. - While generating an answer for the user, talk to the user and understand the actual problem by using clarifying questions. - If you already have information about something from the knowledge base, do not ask the user the same thing via a clarifying question. YOU will be heavily penalized if you ask the available information from the user once again.e.g. If you know the transaction status do not ask the user to reconfirm. - Ask clarifying questions one at a time. Do not ask multiple questions in a go, asking multiple questions may confuse the user. - If there is no process or steps mentioned in the knowledge base do not ask the user if they need guidance. ** CRITICAL RULES FOR FUNCTION CALL:** - For functional calls generate a response strictly in the format: {"name": function name, "parameters": dictionary of argument name and its value}. Correct example:{"name": "function1", "parameters": {“param1”:”value1”, “param2”: “value2”}} - When generating a response with a function call you MUST never add any title or prefix to the function call. Incorrect example: Here is a function call to do function1. {"name": "function1", "parameters": {“param1”:”value1”, “param2”: “value2”}} Correct example: {"name": "function1", "parameters": {“param1”:”value1”, “param2”: “value2”}} - When you receive the result of a function or API call, always use the provided output to dynamically generate a response to the user's original query. The response must directly address the user's request, incorporating the information from the API result without including technical details unless explicitly requested. - Also, you MUST ONLY provide the function calls listed below. - YOU MUST NOT GENERATE NEW function calls which are not defined. YOU WILL BE HEAVILY PENALISED IF YOU GENERATE ANY FUNCTION CALL OTHER THAN THE FOLLOWING ONES: 1. {"name":”raiseDisputeWithNPCI","parameters": {}} 2. {"name":"agent_handover","parameters": {}} Do not create, call, or reference any function outside of this list. Ensure all code strictly adheres to this constraint. **Here is a list of function calls in JSON format which you can invoke to generate** ```json [ { "name": "agent_handover", "description": "This function handovers the issue to the agent for further assistance.", "parameters": { "type": "dict", "required": [], "properties": {} } }, { "name": "raiseDisputeWithNPCI", "description": "This function raises a complaint with NPCI.", "parameters": { "type": "dict", "required": [], "properties": {} } } ] <|eot_id|> <|start_header_id|>user<|end_header_id|> —-KNOWLEDGE BASE—-- <|eot_id|> # Section 1 -- Different types of UPI transaction ## P2M and P2P transaction Depending upon the receiver of a transaction UPI transaction can be of two type: 1. Peer to Merchant transaction also referred as Merchant Payment: In this case the user pays a merchant via UPI mode in expectation of certain goods and services. 2. Peer to Peer transaction also referred as Fund Transfer: Here the user sends money to another user vua UPI. These transactions can have one of the following statuses: Successful, Failed or Pending. ## Automatic Payment: **NOTE** : Mandate and Automatic payment are both the same thing and can be used interchangeably. Automatic Payments can be of two types: ### Recurring Payments This is a type of transaction in which the user sets up a scheduled payment in Paytm. Once the payment is set up as Automatic Payment in Paytm, then the user does not need to make the payment explicitly. The money is deducted from the user’s account at a preset frequency. Key Points: * Users can set up automatic payments from merchant apps where the automatic payment will happen from the Paytm app by following these steps: 1. Visit the Merchant Website/App: The user needs to go to the website or app of the merchant for which he wishes to set up the automatic payment (e.g., Amazon, Hotstar, etc.) 2. Select Paytm for Automatic Payment Setup: The user needs to choose the Paytm option to set up automatic payments for the subscription or service. 3. Enter UPI ID and PIN: The user needs to provide the UPI ID and enter the UPI PIN to authorize and complete the setup of the automatic payment. * Users can verify active subscriptions in the app by visiting the "Automatic Payments" section within "UPI & Payment Settings" of Paytm App. * If users experience unexpected deductions through automatic payments, it could be due to an active AutoPay setup or previous authorizations. Use the app to check your subscriptions under Manage Automatic Payments and make necessary changes. * Users can **manage** and **cancel** automatic payments from the Paytm app by visiting the "Automatic Payments" section of "UPI & Payment Settings". * In case the user is unable to cancel the mandate, the user can contact the merchant’s helpline, as it may be non-cancellable, and only the merchant can cancel the mandate in such scenarios. If the merchant is not supporting the cancellation, the user needs to contact their bank helpline for a chargeback. If the mandate is cancellable and the user is still unable to cancel it, then **agent handover** should be done and ticket id to be shared with the user. #### Unable to create Automatic Payment on other websites or App outside of Paytm App: 1. User should ensure that he/she is using the correct UPI ID (VPA) associated with his/her UPI account for setting up automatic payments. It’s important to verify that he/she is using the correct UPI ID. 2. Check Merchant Support: Confirm that the website or app supports automatic payments through UPI. 3. Sufficient Balance: User should ensure there is enough balance in his/her linked bank account to authorize the automatic payment. 4. Network Connectivity: User should ensure that he/she have a stable internet connection when trying to set up the payment. If all the above conditions are met, user can follow these steps to set up a new automatic payment: 1. Go to the merchant app and initiate a new mandate request. 2. Enter your UPI handle or select our app for mandate creation. 3. Authorize the mandate by entering your UPI PIN. 4. In case the merchant has already sent a request, you can approve it directly from the ‘UPI Automatic Payment’ section on Paytm app. ### IPO transaction related Payments * These types of mandates are for only one time deduction. * To check information related to “IPO Payments”, user needs to go to the “IPO Bid Requests” section in the “UPI and Payment Settings” section of their Paytm app. If any issue persists with the transaction then user should connect with customer support of their stock broker’s app or can also reach out to customer support of their bank. ## 4\. UPI Lite transactions: UPI Lite is designed for small, quick transactions. The maximum transaction limit is ₹1000, with a daily transaction cap of ₹4,000 and a maximum account balance of ₹5,000. If the user switches from Android to IOS or vice versa, the user needs to disable UPI Lite on the original device to transfer the balance to the linked bank account. Later the user can set up UPI Lite on the new device with a fresh top-up. If the balance issue persists, the user can contact the bank for a refund, providing the LRN and the bank details where the UPI Lite account was created. 3 types of UPI Lite transactions happen in Paytm: UPI Lite Activation, UPI Lite Deactivation, and UPI Lite recharge. ### UPI Lite Activation : * To activate UPI Lite on Paytm, the user needs to use the latest Paytm app * As a process of of UPI Lite Activation, the user needs to select his bank account and add top-up. * The activation process requires linking UPI Lite to the bank account associated with the UPI ID (@pthdfc, @ptaxis, @ptsbi, or @ptyes). * No KYC is required to activate or use UPI Lite via Paytm. * Multiple UPI Lite accounts on the same app or linking accounts from different banks are not supported. However, the user can link multiple UPI Lite accounts on different UPI apps with the same bank account. * If the user is unable to activate UPI Lite account or faces any issue while activating UPI lite account, User can try these steps: 1. Check App Version: Update your UPI app to the latest version. 2. Verify Eligibility: Ensure your bank and mobile number support UPI Lite. 3. Sufficient Balance: Make sure your bank account has enough balance for the initial load. 4. Network Connection: Ensure you have a stable internet connection. 5. Clear App Cache: Clear the app cache to remove temporary files. 6. Restart Device: Restart your phone to resolve any activation issues. ##### UPI Lite option not visible on Paytm app: * If user can't see the "UPI Lite" option in his/her app, consider these steps: 1. Update the App: Ensure your app is updated to the latest version. 2. Check Bank Support: Verify if your bank supports UPI Lite. 3. Explore App Settings: UPI Lite option should be available on Paytm Homepage or Balance & History section. ### UPI Lite Recharge: * Funds can only be added to UPI Lite from the specific bank account linked to it. The balance cannot be withdrawn directly, but it will be refunded to the user’s bank account upon deactivation. * Top-ups are processed in real time. * Auto-top-up is currently available for limited users from Yes Bank and Axis Bank. ##### UPI Lite balance check: * To check UPI lite balance, suggest the user to open his/her Paytm app & on the homescreen, he/she will see the 'UPI Money Transfer' section. user will find his/her UPI Lite balance just below the 'Scan & Pay' option. * Click on 'UPI Lite Balance' to: 1. See UPI Lite balance 2. Add more money to the balance or 3. To view UPI Lite transaction history. ##### UPI Lite balance mismatch or balance related issues: * If user is facing an issue with his/her UPI Lite balance, then suggest him/her to try these steps: 1. Check Balance: Suggest user to ensure that UPI Lite balance is sufficient in the app. 2. Refresh the App: Restart the app to fix minor display or transaction issues. 3. Update the App: Suggest user to ensure that UPI app is up to date. 4. Verify Linked Bank Account: Confirm the linked bank account is active and correct. 5. Check for Service Outages: Look for any service notifications or maintenance alerts. 6. Re-enable UPI Lite: Try disabling and re-enabling UPI Lite in the app settings. If issue persists then agent handover should be done and ticket id to be shared with the user. ##### UPI Lite balance in case of device loss * If you lose your device with an active UPI Lite balance, please contact your bank immediately to get your UPI Lite balance refunded to your bank account. ##### Send money Via UPI lite: * To send money via UPI Lite: 1. Select 'UPI Lite' or 'Send Money': Tap on the UPI Lite option or 'Send Money.' 2. Enter Recipient's Details: Input the recipient's UPI ID, mobile number, or scan their QR code. 3. Enter the Amount: Specify the amount you wish to send. 4. Confirm and Send: Review the details and confirm the transaction. UPI Lite is quick and easy for low-value transactions. The money will be transferred instantly, and you'll receive a confirmation. ### UPI Lite Deactivation: * Once the user deactivates the UPI Lite account, the amount will be transferred back to the linked bank account. ##Transaction Details This transaction is in **Pending** state with transaction ID as PTM9e8185aa699741e8a7992875cf3fc8ec and UPI reference number as 436523289652. When a transaction enters pending state, it is likely that transaction status will change to success soon and receiver will receive the money as well but in rare scenarios it could take upto 48 hours. For this transaction It has not been 48 hours yet since the transaction time so user must wait.If the transaction fails then the refund will be credited to sender's bank account within 4 days. The user asking the query is the sender of the transaction. The name of the sender is DHEERAJ ARORA and sender's UPI ID is 9910528680@ptsbi. Sender's bank name is Kotak Mahindra Bank. The name of the receiver is Flipkart and receiver's UPI ID is 8595233689@slice. Receiver's bank name is State Bank Of India. This transaction is of amount 250.00 and was initiated on 27-01-2025 00:49:36. # Section 2: cashback * There are two types of cashback available in Paytm - Transactional cashback and Referral cashback. ##Transactional Cashback Customer gets reward only if an offer is linked with a successful transaction. After a successful transaction is done, the customer receives a scratchcard. Customers need to scratch this scratchcard to receive the benefits of the offer campaign. There are 2 separate offers liked with this transaction. Below are the details of the linked offers -- 1) Name of the offer is "Assured 5 Cashback Points". The reward against this offer will be in the form of coins of value 5. In this case, the cashback points have already been credited to the user's account. 2) Name of the offer is "Get Green Cards".The reward against this offer will be in the form of collectible. The collectible are Valid till 02 Jan 2025 00:01:25. The user is no longer eligible for the rewards as the scratchcard has already expired. ##Referral Cashback The Refer & Win program is a referral initiative designed to incentivize users for inviting their family and friends to use Paytm. The program operates through a series of steps where users can earn rewards by successfully referring new users who complete specific transactions on the platform. ### Process of getting Referral Cashback: 1. Invite Friends: Users share their unique referral link via WhatsApp, SMS, or QR code. 2. Installation: The referred friend installs the Paytm app (if they are a new user) and makes a transaction. 3. Win Rewards: The referring user earns guaranteed cashback or cashback points, and the referred friend may also win rewards. 4. Transaction Types: The referred friend can make various transactions, including merchant payments (QR scan), offline store purchases, recharges, utility bills, and travel tickets, using UPI or card payment. ### Eligibility and Restrictions: * Ineligible Transactions: Rewards are not granted if the referred friend uses Net Banking, recharges a fastag, uses the same bank account, credit card, or debit card for multiple transactions, uses someone else's UPI ID or a third-party UPI ID, has been referred by someone else before, or does not meet the minimum order value and daily limits. * Referral Types: Users can refer both new-to-Paytm users and returning Paytm users. #### Rewards for Different User Types ##### Rewards for referring New-to-Paytm Users 1. These are the users who have never transacted on Paytm. 2. Transaction Requirements: * Minimum 1 transaction by scanning any QR code at any shop via UPI or UPI money transfer to any mobile number, bank account, or UPI ID. * Minimum 1 transaction for recharge or bill payment (excluding fastag, movie ticket booking, and deals) via UPI. * Minimum ₹99 transactions for recharge or bill payment (excluding fastag, movie ticket booking, and deals) via Debit or Credit card. 3. Rewards: * ₹50 cashback when the referred friend makes their 1st transaction. * ₹50 cashback when the referred friend makes their 2nd transaction on the next day. ##### Rewards for referring Returning Paytm Users 1. These are the users who haven't used Paytm for transactions in the last 2 months. 2. Transaction Requirements: * Minimum 1 transaction by scanning any QR code at any shop via UPI or UPI money transfer to any mobile number, bank account, or UPI ID. * Minimum 1 transaction for recharge or bill payment (excluding fastag, movie ticket booking, and deals) via UPI. * Minimum ₹99 transactions for recharge or bill payment (excluding fastag, movie ticket booking, and deals) via Debit or Credit card. 3. Rewards: * ₹25 cashback when the referred friend makes their 1st transaction. * ₹25 cashback when the referred friend makes their 2nd transaction on the next day. #### Additional Eligibility Conditions 1. The referred friend must click the shared referral link, scan the referral QR, or apply the referral code before making the payment. 2. Only specified transactions count towards eligibility, which must be completed within 7 days for the referral to be successful. 3. If the referred friend is referred by multiple users, the reward goes to the user whose link was clicked last. 4. Multiple accounts on the same device count as one referral only. 5. Both the referring user and the referred friend must use different devices for the referral reward. 6. If the referred friend has already installed or signed up on Paytm, the referral link must be clicked before the eligible transaction. 7. If the cashback is not credited and shows pending status under the Cashback Won section, wait up to 5 working days for the cashback to be credited. ### Referral Limits Users can win rewards for referring a maximum of 100 users per month and 50 users per day (new or returning users). **NOTE**: In case of issues related to cashback, sole responsibility lies with support team of Paytm and Bank or Merchant has no role in it. # Section 3: Account Management ## 1\. UPI ID Management UPI IDs serve as virtual addresses, enabling users to send and receive payments without disclosing sensitive bank details such as account numbers or IFSC codes. Common formats include mobileno@ptaxis, mobileno@ptyes, and others. ### Creating UPI IDs: Users can create multiple UPI IDs on Paytm, with options such as @pthdfc, @ptaxis, @ptsbi, and @ptyes. ### Setting a Primary UPI ID: A UPI ID can be set as the primary address through the "Primary UPI ID" section in the app. While editing existing UPI IDs is not supported, users can change the primary UPI ID by selecting a different one. ### Delete UPI ID: To delete a UPI ID, users must first cancel any linked services, such as automatic payments, IPO bids, or UPI Lite. After that, they can navigate to the "UPI Payment Settings" section in the Paytm app to deactivate the individual UPI ID. **Note:** Once a UPI ID is deleted, users will be unable to add a new bank account or initiate transactions until the UPI ID is reactivated. ### Reactivate UPI ID: To reactivate a UPI ID, users can navigate to the "UPI Payment Settings" section in the Paytm app and reactivate the individual UPI ID. ## 2\. Bank Account Management A single UPI ID can manage multiple bank accounts, and users can designate a default or primary account for transactions. ### Adding a Bank Account: New accounts can be linked through the UPI section in the Paytm app under Payments Settings by selecting Add Bank Account. #### Key Points Users Should Keep in Mind When Adding a Bank Account: * Check Network Connectivity: User should ensure that he/she have a stable and strong internet connection. * Use a Savings Account: Only individual savings bank or overdraft bank accounts can be added. Joint accounts are not supported. * Verify Account Activity: User should check that his/her bank account is active and operational. * Match Mobile Numbers: The mobile number linked to the user's bank account should be the same as the one on his/her device, registered with the Paytm app, and not linked to multiple accounts. Check if multiple numbers are not linked to same account (joint, current a/c). If all the above conditions are met, please follow these steps to link your bank account: * User should Login to Paytm App * Click on his/her profile on top left * Scroll down, click on UPI & Payments Setting * In Payment Accounts section, click on 'Add Bank Account' * Search his/her bank & click on it * App will verify a bank account linked with user’s mobile number that is registered on UPI app Upon tapping on the bank, his/her bank account in that bank will be automatically linked to his/her UPI Id. If the user is not able to add the bank account, please allow the user to raise a ticket. ### Changing default Bank Account: Changing the default bank account can be done under the UPI section in the Paytm app under Payments Settings by selecting a linked bank. ### Removing a Bank Account from Paytm: To delink a bank account, users should go to the "UPI & Bank Accounts" section under their profile and select the bank account that needs to be removed. ### Using Paytm if the Bank account is live on Paytm If the user’s bank is not yet live on UPI, they can still use Paytm for a variety of services, although UPI-based transactions would be limited. Here are a few options available to the user: 1\. Link a Different Bank Account: If the user has another bank account that is live on UPI, they can link that account to Paytm for UPI transactions. This will allow them to make payments and transfer money using UPI. 2\. Use Paytm for Bill Payments and Recharges: Even without UPI, the user can still use Paytm to pay bills, recharge their mobile, and access other services directly from their Paytm Wallet. 3\. Wait for UPI Activation: If the user prefers to use their current bank for UPI, they may need to wait until their bank becomes live on UPI. The user can check with their bank for updates on UPI integration. ### Check UPI balance: * To check your UPI balance: 1. Click on Balance & History section on Paytm homepage: Click on Check Balance 2. Select Your Account: Choose the bank account to check. 3. Enter UPI PIN: Enter your UPI PIN for security. 4. View Balance: Your bank account balance will be displayed. #### Unable to check UPI balance: * This means that your bank server is facing technical issues or higher payment failure. In this case, please try after some time or contact the bank. ### Cancel Payment: * UPI transactions are typically processed in real-time, making it difficult to stop or reverse a payment once it has been initiated. However, if the payment was made in error, to the wrong recipient, or if you haven't received the service for a merchant payment, here are the steps you can take: * Contact the Recipient: If possible, contact the recipient directly to request a refund of the funds. * Reach Out to Your Bank: Immediately contact your bank to report the issue. While they may not be able to stop the payment, they can provide guidance on the next steps. * File a Dispute: If the transaction was fraudulent or unauthorized, you can file a dispute with your bank, and they may investigate the matter. * Contact NPCI: As a last resort, you can reach out to the National Payments Corporation of India (NPCI) through their website or customer support to report the issue. * In case of automatic payments you can pause/cancel UPI automatic payments. * In case your payment has already failed and you have observed that money is deducted from bank account passbook for this failed transaction. Don't worry money will automatically be refunded back to your account within 48 hours. If it is not please contact your bank. ### Get sender details: * Please follow these steps to get details of sender: 1. Click on Balance & History on Paytm app 2. Search for that payment in Payment History section of Balance & History 3. Click on that payment 4. In the From section on top, you'll see sender details including name, UPI ID, and bank details. Beyond this we cannot share customer details due to RBI guidelines. We value our customers’ privacy and are committed to maintaining the confidentiality and security of their personal information. ###Get receiver details: * Please follow these steps to get details of receiver: 1. Click on Balance & History on Paytm app 2. Search for that payment in Payment History section of Balance & History 3. Click on that payment 4. In the To section on top, you'll see receiver details including name, UPI id, and bank details. Beyond this we cannot share customer details due to RBI guidelines. We value our customers’ privacy and are committed to maintaining the confidentiality and security of their personal information. ### Receiver's Identification of the Account for Deposited Money: * If you’ve sent money to a Paytm UPI ID, the money will be credited to the bank account that the receiver set as their default bank account on Paytm at the time of payment. The receiver can view the payment details within the "Balance & History" section of their Paytm app to know into which account the money is deposited. * If you’ve sent money to a non-Paytm UPI ID, please ask the receiver to check that UPI app or statement of the primary bank account that is linked to that UPI ID. ### Unable to make transactions or my transactions are getting failed repeatedly: * This means that your bank server is facing technical issues or higher payment failure. In this case, please try after some time or contact the bank. #### Unable to Make UPI Payments Due to iOS 17 Upgrade Prompt: * We apologize for the inconvenience. In compliance with NPCI (National Payments Corporation of India) regulations, bank account linking, UPI creation, or UPI transactions will not be permitted on iOS 16 and below. We kindly request you to upgrade to iOS 17. You can do so by following these steps: * Go to Settings > General > Software Update. Before updating your iPhone, please ensure the following: 1. Check Device Compatibility: Ensure your iPhone supports the latest iOS version. Models older than the iPhone XR, like the iPhone 6s, do not support iOS 17. Check compatibility on Apple's website or in your iPhone's Software Update section. If your device doesn't support iOS 17, unfortunately, you will not be able to use UPI on Paytm as per regulatory guidelines. 2. Check Available Storage: Software updates require sufficient free storage space. If your iPhone is low on storage, the update may fail to begin or complete. 3. Disable Any Restrictions: If you have restrictions or parental controls enabled, make sure they won’t block the software installation. Go to Settings > Screen Time > Content & Privacy Restrictions and ensure there are no restrictions on software updates. ### Unable to get a refund in my bank account within TAT or bank fails to address my query: * Contact the Bank’s Customer Support: Reach out to your bank’s customer support team for an update on your query or refund status. Make sure to provide them with all relevant transaction details. * Escalate the Issue: If your query remains unresolved, you can escalate the issue by filing a formal complaint with the bank. Most banks have an escalation matrix available on their website or through their customer support channels. * Please be informed that according to NPCI guidelines, if the payment is not credited to their bank account within 24 hours of the transaction, the receiver can contact their bank to claim 100 rupees per day until the payment appears in their bank account statement. ### Refund from a Merchant: * If the merchant has confirmed that you will get a refund, you will receive the money instantly in your default bank account. The time it takes for a refund from a merchant to appear in your account can vary depending on several factors: * Merchant Processing Time: Once the refund is initiated by the merchant, it may take 3- 5 business days for them to process the refund. * Bank Processing Time: After the merchant processes the refund, it typically takes 2 to 7 business days for the amount to be credited back to your account, depending on your bank's processing time. * Notification: You should receive a notification from your bank or UPI app once the refund is credited to your account. * If the refund has not appeared in your account within this timeframe, we recommend contacting the merchant directly for an update. Additionally, you can reach out to your bank to inquire about the status of the refund. ## 3\. Device Verification for UPI Device verification ensures compliance with NPCI device-binding regulations and is mandatory for creating or activating UPI IDs and initiating UPI transactions. Requirements for Device Verification: * A stable internet connection. * Sufficient SMS balance to send the verification SMS from the device. * A SIM card in the device that matches the registered Paytm number. ## 4\.UPI PIN A UPI PIN is a 4 or 6 digit number that you enter in UPI apps to send money & make payments. UPI PIN is only set and stored with your bank (not with Paytm). NEVER share your UPI PIN with anyone. You can set your UPI PIN by tapping on the button below. Once done, you can start sending money. ### UPI PIN Set/Reset Process UPI PIN setting can be done under UPI section in the Paytm app under Payments Settings. The user needs to select the relevant bank to change or reset the UPI Pin. #### Key Points Users Should Keep in Mind When Setting a PIN: * To reset the UPI PIN, the user typically needs either their debit card details or Aadhaar card. * The user should avoid exceeding the allowed number of login attempts by entering an incorrect UPI PIN, as this may temporarily lock their UPI access for security reasons. * The UPI PIN is set and stored only with the user's bank (not with Paytm). * The user should NEVER share their UPI PIN with anyone. #### Transaction limits after resetting UPI PIN: * Immediately after you set a new PIN or reset an old UPI PIN, your bank sets a cooling -off period on your account to ensure security. The duration of this period will vary from bank to bank. * During this cooling-off period, your bank will apply a limit on the following: * Rs 5000 for 1 day for Android * Rs 5000 for 3 days for IOS #### Reset UPI PIN without debit card or Aadhaar card: * Contact Your Bank: Visit your bank’s nearest branch or reach out to their customer support. They may be able to assist you with alternative methods for resetting your UPI PIN. * Use Internet Banking: If you have access to your bank's internet banking, you may be able to reset your UPI PIN through their online platform. * Check for Other Identification Options: Some banks may allow the use of other identification methods, such as a registered mobile number or email, to help reset your UPI PIN. * Please note that the specific options available may vary depending on your bank's policies. I recommend contacting your bank directly for the most accurate and personalized assistance. # Section 4: UPI Payment Passbook UPI payment passbook is a digital record that displays all UPI transactions, including payments, receipts, and transfers made through UPI, typically accessible in mobile apps like Paytm for easy tracking and management. ## 1\. Transaction History Transaction history refers to a record of all the payments, financial activities related to the Paytm UPI. This can include UPI payments, bank transfers through Paytm UPI, and other types of transactions like recharge and bill Payments. To view the UPI transaction history, the user needs to go to the homepage, click on "Balance & History," and then select "Payment History." #### Key Points Users Should Keep in Mind When Checking Transaction History: The user should ensure they have a stable internet connection. The user can view their Paytm transaction history, which is maintained for up to one year. However, note that UPI transaction history cannot be deleted or downloaded from the Paytm app. If a failed transaction is not visible, the user should verify the details like date, receiver etc. and try again. ## 2\. Transaction Status Transaction status refers to the current state or outcome of a financial transaction, indicating whether it was successful, pending, failed, or cancelled. To check the transaction status, the user should click on "Balance & History" on the homepage and view the transaction status in their "Payment History.” ## 3\. Transaction Limit Transaction limit refers to the maximum amount of money that can be transferred or paid in a single transaction, within a specified time period, as set by a payment platform, bank, or financial institution. It helps manage risk and ensure secure transactions. For UPI Transaction Limit in Paytm: * As per NPCI policy, the user can send a maximum ₹1,00,000 (1 lakh) in one day across all UPI apps, and can make up to 20 transactions in one day across any UPI app combined. If the user exceeds the limit of ₹1 lakh or 20 transactions, the transaction limit cycle resets 24 hours after the last transaction. The user cannot increase the ₹1 lakh daily limit set by NPCI, but they can use a different bank account if the UPI limit on their primary bank account has been reached. ## 4\. UPI Statement Download in Paytm: To download the UPI transaction statement for the past year, the user should go to "Balance History section" * The user can select the period for which they need the statement (e.g., Last month, Last 3 months, etc.) and click on "Request." * Once downloaded, the file will be available in the user’s phone’s download folder or as a notification within the app. * Please note that the Paytm app maintains transaction history for up to one year only. If the user needs a statement for transactions older than one year, they should download the account statement from the bank used to make the payments. # Section 4: Credit Card Linking on UPI Credit card linking on UPI allows users to link their credit card to a UPI (Unified Payments Interface) account, enabling them to make payments directly from their credit card via Paytm UPI. ## 1\. UPI on Rupay Credit Card Paytm now allows users to link their RuPay Credit Card to the Paytm app for seamless UPI payments directly from the credit card. Payments using RuPay Credit Cards on UPI are free. ### Process of linking Rupay Credit Card on Paytm UPI * The user should go to "UPI & Payment Settings" and select "Link RuPay Credit Card on Paytm UPI." * Next, the user should choose their bank, enter the credit card details, and set a UPI PIN using the OTP. * Once linked, the user can use their RuPay Credit Card for UPI payments. ### Process of using Rupay Credit Card on Paytm UPI 1. Scan any QR code using the Paytm app or select Paytm UPI during the checkout process on any website or app. 2. Enter the payment amount if it is not prefilled. 3. Select the RuPay Credit Card from the list of available payment options. 4. Enter the 4 or 6-digit UPI PIN to verify the payment.Once completed, the payment will be processed successfully ### Troubleshooting Linking Issues If the user is unable to link their credit card to UPI, the following causes and solutions may help resolve the issue: * Bank Not Listed: The user should wait until their bank is live on UPI * Limited Support: Not all UPI apps and banks support credit card linking. * Card Type: Only certain credit cards (e.g., RuPay) are eligible for UPI linking. * Bank Restrictions: The user's bank may not allow credit card linking to UPI. * App Version: Ensure the UPI app is updated to the latest version. * Card Activation: Check that the user's credit card is active and not expired. * Technical Issues: Temporary technical issues could prevent linking. It is recommended to try again later. If the issue persists, the user should raise a support ticket with their bank or app provider. ### Unlinking Credit Card To unlink, the user should go to "UPI & Payment Settings" and remove the card. 2\. UPI on other Credit Card Paytm UPI on Other Credit Cards: Currently, Paytm UPI supports payments only through RuPay Credit Cards. Other credit cards like Visa and Mastercard cannot be used for UPI transactions on Paytm. # Section 5: UPI International Paytm UPI International enables Indian travelers to make UPI payments at select international locations, including the UAE, Singapore, France, Mauritius, Bhutan, Sri Lanka, and Nepal. ## Activating Paytm UPI International: To activate UPI International, the user should go to "All UPI Services," select "International UPI," choose their bank, and verify with their UPI PIN. When using Paytm UPI International, the user should select a validity period (1–90 days) and deactivate it upon returning to India. The user should check exchange rates and fees before making payments to avoid surprises. UPI International can be used for shopping, dining, and other transactions where UPI is accepted globally. Paytm UPI International transactions are secure and easily trackable via the UPI statement. ## Troubleshooting Common Issues * UPI International Not Working Abroad: The user should ensure UPI is accepted at their destination, check that UPI International is activated for the correct duration, verify that mobile data is active, and confirm that their bank details are accurate. * Unexpected Charges or Fees: The user should review exchange rates and fees before making a payment, confirm with their bank for any additional charges, and ensure the correct bank account is linked for UPI International. * Payment Declined or Not Processed: The user should confirm that the merchant accepts UPI and check for any issues with their bank’s UPI services. ## Deactivating Paytm UPI International: To deactivate UPI International, the user should go to "All UPI Services," select "International UPI," choose their bank, and disable the option. The user should verify with their UPI PIN. # Section 5: Security and Fraud Prevention ## 1\. Reporting Unauthorized Transactions If the user suspects unauthorized transactions on their Paytm account. ###If you come across a UPI payment that you don't recognize or believe is fraudulent, you should take immediate action to dispute the payment by contacting the cyber cell at 1930 or https://cybercrime.gov.in/. Here's what else you can do: * Check payment Details: Carefully review the payment details, including the recipient's Virtual Payment Address (VPA), payment amount, date, and time. Make sure you haven't forgotten about any legitimate payments you might have made. * Contact Your Bank: If you genuinely don't recognize the payment, contact your bank. It's important to do this as soon as possible after discovering the unauthorized payment. They can guide you through the process of disputing the payment. * Provide Necessary Information: When you contact your bank, be prepared to provide them with all the relevant details of the payment, such as the payment ID, payment date and time, and any additional information that can help them investigate the issue. * Change Passwords and Security Measures: As a precaution, consider changing your UPI PIN, online banking password, and any other security-related information to prevent any further unauthorized access. * Remember that acting promptly is essential when disputing unauthorized payments. # Section 5: Disputes and Grievances ## 1\. TPAP’s Role in UPI Dispute Resolution As a third-party application provider, our primary role is to facilitate payments and support your interactions with our platform. While we strive to offer excellent service, please note that our ability to raise chargeback or disputes regarding this payment is limited. We recommend that you contact your bank's customer care for further assistance. ### Scenarios when the user should contact the TPAP For app-related issues, such as technical errors, login problems, or minor transaction delays, customers should reach out to the TPAP for assistance. ## 2\. PSP Bank’s Role in UPI Dispute Resolution PSP Banks are responsible for providing UPI payment services to customers, managing their accounts, and ensuring smooth transaction processing. ### Dispute Handling by PSP Banks: * Addressing complaints related to registration, transaction failures, account linking, or fraudulent activities. * Managing chargeback requests and resolving transaction disputes. ## 3\. NPCI’s Role in UPI Dispute Resolution NPCI ensures the operational efficiency and security of the UPI system by overseeing the infrastructure, transaction processing, and dispute resolution mechanisms. ### Supporting Dispute Redressal * Managing chargebacks for disputed transactions. * Providing transaction status updates to banks and service providers. * Offering escalation mechanisms when issues remain unresolved at the PSP/TPAP level. ### Scenarios when the user should contact NPCI If issues remain unresolved after escalation through the PSP Bank or TPAP, the user can approach NPCI for further assistance. ## 4\. Steps to Address a UPI Complaint * Report the Issue : The user should use the PSP or TPAP app to select the relevant transaction and raise a complaint. * First Level of Resolution : The issue will be handled by the PSP Bank or TPAP. * Escalation Process : If the issue is not resolved, it will be escalated to the user's bank, and then to NPCI. * Final Escalation : If the complaint remains unresolved, it will be escalated to the Banking Ombudsman or Ombudsman for Digital Complaints for further action. **END of KNOWLEDGE BASE** <|eot_id|> <|start_header_id|>user<|end_header_id|> hello<|eot_id|> <|start_header_id|>assistant<|end_header_id|> Hi I am Paytm assistant , how can i help you<|eot_id|> <|start_header_id|>user<|end_header_id|> amount not credited to receiver account<|eot_id|> <|start_header_id|>assistant<|end_header_id|>