⚡Quick answer
• If a payment cannot be tracked through standard methods, raise a Zoho ticket under the “Payment Tracking” category and include all mandatory details (method, date, amount, company name, customer reference number, plus cheque number and bank name for cheque payments).
• The Accounts Team replies to every payment-tracking request within 24–48 hours, but replies are sent only during the fixed time slots 11: 30 AM – 12: 00 PM and 05: 30 PM – 06: 00 PM.
When should I use this guide?
Use these instructions the moment a payment cannot be located via normal checks, so you can log a complete Payment-Tracking request and know exactly when to expect a response.
Overview
If the payment cannot be tracked through standard methods, the agent must follow the process below.
Step-by-step: Raise a Payment-Tracking ticket
- Raise a ticket in Zoho under the “Payment Tracking” category (mandatory).
- Ensure the request is raised in the same category for consistency and faster resolution.
Mandatory details to include
Mandatory Details to be Provided:
- Payment method (MyOperator ICICI / HDFC / Razorpay / CCAvenue, etc.)
- Payment date
- Amount
- Company name
- Customer reference number
Additional Details for Cheque Payments:
- Cheque number
- Client’s bank name
Communication channel
All communication should be sent to accounts@myoperator.co. Emails sent to individual team members may lead to delays or missed requests.
Accounts Team response time
Replies are sent only during the slots above.