CHETANA MERCHANT STAFF SOP

Purpose
- Verify payment proof before handing over goods, dispatch, or service.

Default rule
- Screenshot, QR, or forwarded message is not final proof of payment.
- Release only after settlement is visible in the official merchant or bank app.

Step 1: Capture the evidence
- Keep the screenshot or message.
- Note the claimed amount.
- Note the merchant UPI or account expected to receive payment.
- Ask for the UTR or reference if the buyer claims payment succeeded.

Step 2: Check for pressure signals
- "Driver is waiting"
- "Bank server delay"
- "Will reflect in 30 minutes"
- "Please hand over now"
- "My app shows success already"

Step 3: Make the state explicit
- HOLD: screenshot-only proof, mismatched UPI, missing UTR, or pressure language
- WAIT: identifiers partly line up but settlement is not visible yet
- RELEASE: identifiers line up and settlement is visible in the official merchant surface

Step 4: If risk is high
- Do not argue inside the same chat.
- Keep screenshot, order details, and timestamps together.
- Escalate to the supervisor or owner if needed.
- If money loss already happened, call 1930 and file at cybercrime.gov.in.

Reminder
- No settlement, no handover.