CMS – FAQ’s
Note- Please take the basic details like District, State, Pincode, Name, SMA ID and Mobile Number at the start of the call.
1. Request for the CMS service Activation
Response
1.SMA ki CPV approved hai to SMA ko guide karna hai ki sir aap apne spice money app/web me CMS tile par click karke CMS service ka upyog kar sakte hai aur further jankari help ke liye hum apko apke sales parson ka number share kar rahe hai aap unse contact kar sakte hai ( Agent ko sales person ka number call par share karna hai ).
2. Agar SMA ki CPV complete nhi hai to SMA ko CPV distributor se cpv complete karane ke liye guide karna hai.
Note :- CMS activation ki complaint nhi leni hai.
2. Request for excess/duplicate transaction refund for CMS.
Response
Please guide them on writing the refund letter (sample attached) mentioning the reason for the excess or the duplicate transaction.
Please ask them to connect with their respective DL/BL/CH for the guidance if they are unable to produce the letter for the refund.
3. For the SMA’s complaining about the TDS.
Response
Please guide them on
-Please share the pincode, district and shop address for these retailers to the CMS team for further working on the same and apprise them whenever there is a request for CMS in their area they will be given the first preference.
4. For SMA’s requesting the New CMS partner microfinance companies on the Spice portal
Response
Please inform them that their request is noted and the same will get communicated to the business team for further action.
Once the new partner is live it will be shown via the banners on the portal to them.
5. If SMA had wrong amount transfer to Arohan Client
TAT of this 30 Days
Note :- CMS karte time SMA ke paas ek option ( Eployee ID ) ka aata hai jisme SMA ko apne CMS client ki Employee id fill karni hai matlb ki jo CMS karne ke liye SMA ki shop per person aaya hai uski employee id
Agar koi SMA CMS service ki activation ke liye request karta hai, to humein KB – main sheet – CMS eligible sheet mein ID se check karna hai, agar SMA ID found ho jati hai tabhi complaint create karni hai otherwise SMA ko batana hai ki abhi aap yah service use nahi kar payenge.
New Escalation metrix:-
🚨 Urgent Communication on CMS Transactions 🚨
Dear All,
We have observed critical issues related to partners and branches not adhering to the defined SOPs for CMS transactions. To ensure smooth operations and prevent misuse, please strictly follow the mandatory guidelines outlined below:
🚨 Mandatory Guidelines for SMA/Partners 🚨
1. Presence required: Transactions must be done in the presence of agent/branch staff.
2. Cash counting: Count cash before processing transactions to avoid non-genuine refunds later.
3. Cash collection post-transaction: Collect cash after the transaction is performed.
4. No credit allowed: No credit to branch staff or agents. Violations will lead to blocking from Spice Money portal.
Self-Declaration Letter Requirement
· SMA must submit a self-declaration letter explaining any wrongdoing or mistakes made during the transaction.
Refund Processing Policy
· For genuine clerical mistakes (e.g., retailer intended to transfer 10,000 but mistakenly processed 1,00,000), refunds will be processed only after submission of a self-declaration letter by the retailer.
· If the entire transaction amount is incorrect and a retailer requests a refund for the excess transferred amount:
o The first case will be accepted upon receiving a self-declaration letter.
o Any subsequent instances for the same retailer will be considered a policy violation and will lead to blocking of their ID.
· In cases of duplicate transactions of the same amount by the same retailer:
o Refunds will be processed after submission of a self-declaration letter.
o Multiple duplicate transactions from the same retailer will be treated as violations and appropriate action will be taken, including account blocking.
Please ensure strict compliance with these guidelines to avoid any disruptions. Non-adherence will result in immediate and stringent actions.