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Downtime Notification

Overview

Downtimes are common occurrences in the payments ecosystem impairing the ability to make payments during the affected time. In current scenarios, downtimes are primarily caused because multiple banks have not scaled their payment infrastructure to support the fast-paced growth of India's digital payment adoption. On the other hand, Indian customers have 1-2 payment instruments with which they make their payments and have a very high stickiness to them. If there is a downtime for a particular payment instrument, customer's attempts to make a payment via the instrument that is suffering from degradation and hence which is most likely to fail. The customer does this because he does not have information of the downtime and hence cannot change his behavior. Apart from revenue loss for merchant, these can sometimes also turn into customer's escalation with merchant's customer service or social media platforms .

 

To solve the above problems, Paytm has come up with a downtime notification that ensures that merchants are notified of the latest downtimes. Merchant can use these notifications for various purposes like:

  1. Nudge the customer to use a different payment instrument increasing the chances of a successful payment
  2. Display list of downtime (current/historical) to their customer to avoid customer's from raising any CST ticket
  3. Historical payment analysis conducted by the merchant

Currently, we are restricted to sending notifications on bank downtimes only. In future, we notify all services extended by Paytm like - APIs, Checkout Flows, dashboard, APP etc. Current types of notification are with scenarios are provided below:

  1. Planned Downtime Notification -  When banks take a scheduled break for maintenance purposes. This notification is triggered twice - 24 hours prior to notification and just before planned downtime
  2. Unplanned Downtime Notification - When we witness a dip in the performance for a particular payment instrument. We have categorized this type of downtime as per the following severity levels.
    1. Fluctuation - When the performance of payment option falls by 45% to 60% compared to their average performance.
    2. Moderate -  When the performance of payment option falls by 60% to 80% compared to their average performance.
    3. Severe - When the performance of payment option falls by more than 80% compared to their average performance.
  3. Recovery Notifications - Notifications are triggered once the performance has recovered after the degradation of planned downtime and unplanned downtime.

Following downtime notifications are currently available :

S No Payment Instrument Details
1. Paytm Wallet
  • Within 2 - 3 minutes we notify the merchants of downtime  
  • Currently, we do not distinguish between different flows built over wallet such as one time payment, Pre-auth, subscription, Auto-Debit etc
2. Credit Card / Debit Card
  • Depending on the type of card, we take between 5-10 minutes to trigger the notification. This is because of smaller banks, the larger timeframe is required to accurately convey the downtime
  • For card transactions, downtime can occur at any of the following entity:
    • Issuing Bank (E.g. HDFC - This means that entire HDFC down be it Credit/Debit or Visa/Mastercard
    • Issuing Bank - Card Type (E.g. HDFC Credit Card - This means that entire HDFC credit cards are down for both Visa and Mastercard)
    • Issuing Bank - Card Type - Card Scheme (E.g. - HDFC Visa Credit Card - This means that only HDFC Visa Credit cards are down. Mastercard and Debit card is getting processed normally)
    • Card Scheme (E.g. - Visa Cards - All of Visa's card are down. This can belong to HDFC, ICICI, SBI etc)
  • Currently, we do not distinguish between different flows built over cards like EMI, subscriptions etc
3. Net Banking
  • Top 10 banks are monitored. This covers over 99% of incoming transactions
  • Depending on the type of card, we take between 5-10 minutes to trigger the notification.
  • Currently, we do not distinguish between different flows built over Netbanking like Retail, Corporate, and TPV banking
4. UPI
  • We send the downtime communication for the following payment instrument level.                       
  • UPI Flow  - UPI Collect & UPI Intent
  • VPA Family - @Paytm, @ybl, @okhdfc 
  • PSP APP - Paytm, Google Pay, Phone-Pe
  • NPCI

You can use the API, configure the Webhooks and e-mail ids to be notified for each type of downtimes, and plan the remediation steps accordingly. 

 

 

 

  1. Notifications on E-Mail :
    1. We provide the functionality to send notifications over an E-Mail. To consume the notifications on E-Mail, you need to enable the preference in the Paytm system. Reach out to the helpdesk team or KAMs in case of any queries
    2. The maximum number of e-mails is 5 against any merchant
  2. Notification through API :
    1. We provide the functionality to send notifications through API. To consume the notifications through the API, you need to enable the preference in the Paytm system.
    2. There are 2 type of APIs. One is to get the historical downtime data and another one is for the current downtime data.
  3. Notification via webhook :
    We provide the functionality to send notifications via webhook. To consume the notifications via webhook, you need to enable the preference in the Paytm system
    Note: We will be live with webhook soon