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PP-OPS-004

Payment link generated but not delivered to customer

awaiting insurerOn trackto insurerhigh94% confident
Type
QTE_PAYLINK_DELIVERY
Insurer
HDFC Ergo
Reference
C1805566
Raised by
Rohan
Age
3.3h
SLA for this type
4h
Sent
21/08/2026, 10:39:29
Insurer replied
no

What the advisor wrote

Payment link generated on 1up for this proposal but the customer says nothing has arrived. Tried two of his email IDs and mine as well since yesterday evening.
Not provided

proposal_no, email_ids_tried, first_send_time — ask the advisor: Can you share the proposal number, along with the exact email IDs tried and the time of the first send?

Drafted email

To: rohan.p@plumhq.com
Subject: [PP-OPS-004] Payment link not reaching customer - proposal on 1up (HDFC Ergo)

Hi team, Please re-trigger the payment link, or share a direct payable URL, within 4 hours. Portal: 1up Insurer: HDFC Ergo Proposal number: [to be confirmed] The payment link was generated on 1up but has not reached the customer. Sends were attempted to two of the customer's email IDs and the advisor's own address since yesterday evening, with no delivery. Please confirm the delivery status at your end and the addresses the link was dispatched to. -- Plum Retail Ops This is a tracked request. Please reply on this thread quoting PP-OPS-004.
Close it out

The insurer has answered and nothing further is needed.

Trail

  1. 21/08/2026, 09:20:49 · Rohan
    Raised by advisor
    Payment link generated on 1up for this proposal but the customer says nothing has arrived. Tried two of his email IDs and mine as well since yesterday evening.
  2. 21/08/2026, 09:21:06 · claude-opus-5
    Drafted by Claude
    Hi team, Please re-trigger the payment link, or share a direct payable URL, within 4 hours. Portal: 1up Insurer: HDFC Ergo Proposal number: [to be confirmed] The payment link was generated on 1up but has not reached the customer. Sends were attempted to two of the customer's email IDs and the advisor's own address s…
  3. 21/08/2026, 10:39:28 · rohan.p@plumhq.com
    Draft edited
    Hi team, Please re-trigger the payment link, or share a direct payable URL, within 4 hours. Portal: 1up Insurer: HDFC Ergo Proposal number: [to be confirmed] The payment link was generated on 1up but has not reached the customer. Sends were attempted to two of the customer's email IDs and the advisor's own a…
  4. 21/08/2026, 10:39:28 · rohan.p@plumhq.com
    Approved
  5. 21/08/2026, 10:39:29 · system
    Email sent
    [PP-OPS-004] Payment link not reaching customer - proposal on 1up (HDFC Ergo) → rohan.p@plumhq.com