Support Guide
Verified: 2026-05-28100% complete

Redemption pending

Verified: 2026-05-28% complete
Customer's problem
The customer redeemed money but it has not yet arrived in their bank account.
Quick fix
Settlement time depends on the fund type — Liquid T+1, Debt T+2, Equity T+3 business days. Ask the customer to check their bank after settlement.
❓ First ask

"Which fund type did you redeem — Liquid, Debt, or Equity? And on which day?" — Each fund type has a different settlement timeline.

Steps — what to do

  1. Tell the customer the credit time depends on the fund type.
  2. Liquid fund — credited on the next business day (T+1).
  3. Debt fund — credited in 2 business days (T+2).
  4. Equity fund — credited in 3 business days (T+3). "T" is the day the redemption is confirmed; only business days are counted, weekends and market holidays are excluded.
  5. The money is credited to the same bank account that is registered on Perccent. Ask the customer to check by evening on the settlement day.
🗣️ Say this to the customer
The credit time depends on the fund type — Liquid the next business day, Debt in 2 business days, and Equity in 3 business days. Weekends and holidays are not counted. The money will be credited to your registered bank account, usually by evening.
✅ Do
Ask the customer which fund type was redeemed and quote the correct settlement window. Ask them to check the registered bank account.
⛔ Don't
Never ask for a bank account number, OTP, or net-banking login. Do not promise an exact credit time if you cannot confirm it.
🔴 Escalate when

The settlement window has passed (for example, more than 3 business days for an Equity fund) and the money has not been credited to the customer's bank. Escalate to L2 — they will check the order status with BSE Star MF and the AMC.

⚙️ Background (agent reference — do not read to customer)

Redemption orders follow the same state machine as purchases. After confirmation, the order is sent to BSE Star MF, the AMC processes it, units are redeemed, and money is credited to the user's registered bank account. Settlement timelines vary by fund type: Liquid funds T+1, Debt funds T+2, Equity funds T+3 (business days only — weekends and market holidays are excluded).