Physical mandate delay in mandate acknowledgement from sponsor bank

Some submitted physical and emandate_esign sources remain stuck in submitted status without a mandate for longer than the prescribed turnaround time.

Sources of variant physical and emandate_esign flow through statuses from pending to pending_submission to submitted. See Mandate statuses and Mandate processing and timelines for more information.

After source input is submitted to the sponsor bank, the sponsor bank should submit the input to NPCI on the same working day, and NPCI instantly creates a mandate in acknowledged status. The sponsor bank should share this acknowledgement with us and we also display the mandate in acknowledged status.

However, sometimes there are initial rejections or delays.

A submitted physical or emandate_esign source shows mandate value 'EMPTY' if there is a delay or initial rejection. If we don't have an integration to show acknowledged mandate, it will show 'BANK_REPORT' instead (i.e. you should refer to the sponsor bank's report that they send you directly).

Initial rejection

Some sponsor banks do their own initial validations on the input data and they may initially reject the input without submitting it to NPCI. This is known as an initial rejection. In this case the source moves from submitted status back to pending_submission status.

• If the issue can be fixed by LotusPay, we will fix it and resubmit the source again to submitted status.

• If the issue can be fixed by the merchant, we will return the source to pending.

• If the issue cannot be fixed, we will mark the source as withdrawn.

Delays

Sponsor banks can take a few days to validate the input and submit it to NPCI. The turnaround time varies by sponsor bank.

We regularly follow up with sponsor banks at the platform level for all aged sources that have no mandate.