Who is responsible for updating a client’s KYC details on the portal?

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• What should an agent do if an invoice is wrongly generated in another client’s name or with incorrect details?

  ⚡Quick answer Get prior approval from your Team Lead. Initiate a refund request via QNTRL to cancel the invoice. No money is actually refunded—the request is solely for invoice cancellation, which is completed once the required debit note is ...

• Why are my incentives paid 45 days after a client’s payment?

  ⚡Quick answer - You receive incentives 45 days after the client’s payment because: 30-day refund window must elapse. Activation status for every case is verified only once a month on the 10 th. Both checkpoints together create a ~45-day incentive ...

• What should an agent do when a client’s money is deducted for a failed transaction but is still not reflected in our account?

  ⚡Quick answer Ask the client to wait 3–4 working days for the automatic refund by Avenues or Razorpay. If still unresolved after that period, raise a Zoho CRM ticket under the Payment Tracking category with complete payment details. The Accounts Team ...

• What should an agent do when a client pays for a suspended account?

  ⚡Quick answer Send an email to accounts@myoperator.co with the payment details and urgency, then advise the client to use a payment gateway for any future emergency payments (it reflects immediately; NEFT/RTGS can take hours). When should I use this ...

• How to Initiate Client Meeting Reimbursement

  ⚡Quick answer - Agents can claim reimbursement for expenses incurred during client meetings by following the process below: Raise a request in QNTRL using the “Client Meeting & Reimbursement” application. Ensure all required details and supporting ...