· Credit Transfer Desk

Credit Transfer Process — BCE & CE Students

SOP v5.1 · Owner: Operations (Noel Nathan) · Supersedes v5.0

Objective

Every credit transfer must leave the Bhanzu system (CLM) and Salesforce in agreement, so monthly revenue calculations stay accurate. No credit transfer is processed over email: every case is raised, approved and closed as a ticket in this system.

Transfer types

Type	Transferee lead ID rule
Same student — course conversion	Same as the transferor
Sibling student (enrolled with Bhanzu)	Sibling’s existing lead ID (must differ from the transferor’s)

Transfers to a sibling who is not enrolled with Bhanzu are no longer raised on this desk. Every ticket also records whether the transfer involves a region change, and if so, from which region to which region.

Workflow: Agent → MIS → Sales-Ops → Operations

1. Agent — signs in with name and work email (@expinfi.com or @bhanzu.com). Answers the opening questions (transfer type, region change), completes the RPC calculation (sale amount, currency, sale amount in INR for non-INR sales, payment ID, batch capacity change), then the transferring-from details (including batch capacity sold), then the transferring-to and student details. Attaches the customer acknowledgement screenshot (mandatory) and optional RPC screenshot. Submits to MIS review. On a returned ticket, the agent must leave a comment explaining what was fixed when resubmitting. A ticket returned by Sales-Ops can be sent straight back to Sales-Ops or to MIS review. The agent may cancel the ticket at any point before it reaches Operations.
2. MIS — verifies transfer type, RPC calculation, filled details, and payment ID against the gateway. Updates Salesforce manually (stage change; optionally a renewal or a live opportunity, never both; credit-transfer sales activity — mandatory) and records the opportunity link. Approves to Sales-Ops or returns to the agent with a reason.
3. Sales-Ops — verifies RPC calculation, verifies the opportunity against student details and the MIS update, generates the WC ticket, records its ID, loops in WC/BO team. May return the ticket to the agent or back to MIS with a reason.
4. Operations — marks the transferor lead as refunded, reduces sessions on the transferee. Both must be confirmed to complete the ticket and unlock batch allocation. Manages MIS and Sales-Ops agent name lists.

Pre-transfer checkpoints (agent, before submission)

• Credits not exhausted/expired under “Credit Transaction” on CLM
• Target product available in the student’s region (admin console)
• Target product follows the approved course-change flow
• Scheduled sessions used — not attended
• Transferable credits exceed 15 — otherwise a low-credit approval screenshot is required
• Customer acknowledged credits + batch ratio by email

RPC calculation

cRPC = Sale amount ÷ Credits subscribed
Applicable RPC = max(mRPC from admin tool, cRPC)
Amount remaining (customer currency) = Sale amount − (cRPC × Credits consumed)
Region change: the sale amount is still captured in the customer currency, but cRPC, amount remaining and transferable credits are calculated on the sale amount in the new region (in that region’s currency; mRPC is taken in the same currency). The amount remaining is then converted back: Amount remaining (customer currency) = (Sale amount in customer currency × Amount remaining in new region) ÷ Sale amount in new region.
Total amount to update (INR) = (Sale amount in INR × Amount remaining) ÷ Sale amount (customer currency). For INR sales this equals the amount remaining.
Region change — mRPC over cRPC: on a region change the agent may tick “Consider mRPC over cRPC”; the applicable RPC is then the mRPC even when it is lower than the cRPC.
Max transferable credits = Amount remaining ÷ Applicable RPC, rounded to the nearest whole credit (113.49 → 113; 113.5 → 114)
New product credits = the credits in the plan being moved to. Transferring more than the permitted limit needs an approval screenshot.
Refund (only when credits transferred are below Max transferable credits) = Amount remaining − (Credits transferred × Applicable RPC), converted to the customer currency and INR the same way as the amount remaining.
Total amount to update = Amount remaining − Refund (in the customer currency and in INR). With no refund it equals the amount remaining.
If mRPC < cRPC, the calculator uses cRPC. Credits consumed = scheduled sessions on CLM, not attended.

Controls

• Agent identity: only @expinfi.com or @bhanzu.com emails can raise or edit tickets; the email is recorded on the ticket and in the audit trail.
• MIS return loop: MIS may return a ticket to the agent with a mandatory reason.
• Sales-Ops return loop: Sales-Ops may return to the agent or back to MIS with a mandatory reason.
• Resubmission note: an agent resubmitting a returned ticket must comment on what was fixed; the note is shown to reviewers.
• Over-limit credits: credits above the permitted limit are allowed only with an approval screenshot attached.
• Low-credit transfers: if Max transferable credits are 15 or less, or fewer than 15 credits are being transferred, a low-credit approval screenshot is mandatory.
• Agent cancellation: the agent may cancel at any pre-Operations stage with a reason.
• Batch allocation lock: no batch is allocated until Operations confirms refund-marking and session reduction.
• Payment ID verification: MIS checks the payment ID against the gateway record; mismatches are logged with the corrected ID.
• Image attachments: stored in Google Drive (folder: Credit Transfer Desk Attachments). Visible inline to MIS, Sales-Ops and Operations.
• Aging & TAT: aging (time in current stage) turns amber at 8h, red at 24h. TAT tracks total turnaround.
• Audit trail: every action records who, what and when, including every checkbox at each stage. Once a ticket is completed, a full audit report is available to every role.
• SF Case ID: every ticket records the Salesforce case where the credit-transfer conversation with the customer is happening.

SLAs

Stage	Target	Escalates to
Agent — ticket completion	Same working day	Desk team lead
MIS review + Salesforce	1 business day	MIS manager
Sales-Ops verification + WC	1 business day	Sales-Ops lead
Operations actionables	1 business day	Operations head

Sale owner on every transfer: Deepak Sonawane (as agreed with Sai Subramanyam).