2.6.1 Customer Response

This topic helps you quickly get acquainted with the Customer response process.

In this section, the user can review and handle the customer’s response received for the draft confirmation for Guarantee Issuance Internal Amendment transactions, which is sent to the customer for their verification and confirmation.

The customer response can be received both by online and offline mode.

In non-online mode, user receives the response in the branch. Log in into OBTFPM application, and open the task to see customer response pending tasks for trade transactions listed in queue. On opening the task, the user views and update the customer response.

In online mode, the customer would receive a mail notification from the bank with a draft of the Guarantee Issuance Internal Amendment. The customer can ‘Approve’ or ‘Reject’ post reviewing the draft through mail. The customer response will automatically be updated in OBTFPM.

Based on the customer response; the task will move to the next stage or are referred to the previous stage for further update. The draft mail will be addressed to a primary contact and a secondary contact. On approval or reject, an acknowledgement will be sent to the primary and secondary contacts confirming receipt of response.

FROM:

<BANK NAME>>

<BANK ADDRESS

To: <CUSTOMER NAME> DATE: DD-MM-YYYY

<CUSTOMER ADDRESS>

<CUSTOMER ID>

Dear Sir,

SUB: Your Guarantee Issuance Internal Amendment Application <Customer Reference Number> under our Process Ref <Process Ref No> - Rejected

Further to your recent Guarantee Issuance Internal Amendment application request dated <Application Date -DD/MM/YYYY>, under our process ref no <process ref no>, this is to advise you that we will not be able to process the required Guarantee Issuance Internal Amendment.

After a thorough review of your application and the supporting documents submitted, we have concluded we will not be able to process the Guarantee Issuance Internal Amendment due to the below reason <Reject Reason >

On behalf of Demo Bank, we thank you for your ongoing business and trust we will continue to serve you in future.

For any further queries about details of your Guarantee Issuance Internal Amendment application review, please contact us at our bank customer support ph.no xxxxxxxxxxxx

Yours Truly

Authorized Signatory

Parent topic: Customer Acknowledgement