What to do after a bounce for insufficient funds, and why a mandate cancelled by the customer is treated as urgent.
Bounce for insufficient funds (R1)
Re-present once, on the date the borrower confirms funds will be in the account. Never re-present blind: a second bounce costs the borrower another charge and us goodwill.
Two bounces in 90 days take the loan to 20 points on its own. Call before the next due date, not after.
Mandate cancelled by the customer (R2)
A borrower who cancels the NACH mandate has decided to stop paying through it. Sometimes the reason is innocent: a new bank account. Often it is the first step towards selling the vehicle.
Call within 24 hours. Ask why, and register a new mandate on the call if the borrower agrees.
Check Vahan the same day for any RC transfer or hypothecation removal request (C6). If there is one, follow KB-022 immediately.
If the borrower is unreachable, treat the case as Critical whatever the score and arrange a field visit within 48 hours.
September and October 2026
Cancellations on used CV loans rose across regions in September and October, often within a week of a resale enquiry. Collections managers should open the "Clusters" view in the EWS queue every morning until the trend reverses.
Details
Type
Playbook
Segments
M&HCV, LCV, SCV, Used CV, Tractors, CE, 2W, 3W, Cars