Wrong Recharge Reversal Project

Wrong Recharge Reversal Project 

Company: Vodafone Idea Ltd (Formerly Idea Cellular Ltd)

Duration: 2 Months.

Role: Project Manager
Project Leadership: Led cross-functional teams to successfully deliver an impactful business solution.

Project Overview

The Recharge Reversal Project started because retailers kept making wrong recharge entries. Since more than a thousand errors popped up every month, cash drain hit over ₹200k in places like Kolkata, West Bengal, Assam, along with northeast zones. Fixing this mess became the main goal - cutting down refund requests, slashing expenses tied to fixes, while stopping money leaks at the root.

Objective

• Stop incorrect top-up refunds while making it smoother for shop owners by using clearer steps that reduce mistakes.

• Cut expenses since you won't need extra support staff.

• Boost how happy customers feel - fewer gripes mean better trust. Fix issues early so people stay on board.

Teams Involved

• Revenue Assurance (RA) team checks how things run plus looks at setup details.

• Network Crew: Set up short codes plus make tasks run on their own.

• Sales Team: Educating distributors and retailers, how things work.

• Support crew checks complaints, also gathers user reactions after updates go live.

My Role and Contributions

• Figured out the steps needed, what we’d hand over, also when things would happen.

• Maintaining contact while keeping things clear between teams - also making sure everyone stayed informed throughout.

• Worked together: guided teamwork, helped with check-ins, also cleared hurdles.

• Bottleneck Elimination: Tackled roadblocks early so work could move without hiccups.

The Recharge Reversal Process

• Retailer spots a recharge that went to the wrong number instead of the right one.

• Retailer writes down the top-up’s unique code.

• Retailer texts the transaction ID along with the incorrect phone number to a set shortcode using SMS.

• The short code gets the message, then checks if the transaction ID matches along with the phone number.

• Once it checks out okay, the system then finds a way to get back cash sent to the wrong phone number.

• Sends the reclaimed sum back into the shop's balance.

• This automatic, checked system fixed incorrect recharges right away - needed almost no human help.

Challenges

• A big number of incorrect top-up issues, which leads to money being lost.

• Few more tools sent to support team - costs went up because of daily work demands.

Solution and Outcome

• Set up that simpler method using auto-tools plus checks.

• Worked one-on-one with store teams and sales networks - helping them get comfortable with updated techniques.

• Kept an eye on things once it was live, shifting fast when needed.

Impact

• Every reversal hit the mark after launch - no errors at all.

• Cut expenses by moving 5 support workers to new roles - lowering ongoing spending.

• A sharp fall in retailer help-desk complaints - yet happier customers, staff included.

Key Achievements

• Fine-tuned team efforts across departments - tackling a key challenge head-on through steady collaboration.

• Cut costs while speeding up workflows - also made daily tasks smoother.

• Felt more sure about things because numbers showed it worked.