SOP FOR DOCUMENTATIOMN Booking, cancellation ,recovery&

DATA CONTROL

1. OBJECTIVE:
This SOP is made for smooth execution of documentation Processes of booking,cancellation,
transfer recovery and to narrate the reporting system for management.
2. SCOPE:
To provide guideline for the Project Managers ,Agents, Customer relation officer, Customer
Support Department and Accounts department booking,cancellation, transfer recovery
[Link]:
a. Preparation of booking Files.
b. Transfer processes.
c. Cancellation process.
d. Recovery reminder letters.
e. Recovery Reminder messages
f. Recovery Reminder calls
g. follow up Recovery call feedback updation.
h. Recovery sheets updation
i. Recovery letter sheets updation.
A) Preparation of booking Files

Step one. Intimation form:

Dealer shall submit the intimation form as shown in annexure duly approved by
Project Manager to Customer support department. In case of special favor the
CEO approval will have to be taken before preparation of booking file. With
submission of intimation form following documents shall be attached with form:
 Clear copies of owner and nominee CNIC.
 2 passport size photographs of owner.
In case client is not in country Power of attorney shall be required

Note: Incomplete intimation form will not be entertained by CSD.

Intimation form is attached as Annex “A”.

Step Two. Verification of payments:

Accounts Department shall verify the payment/rebate receipt and all supporting
documents related to payments/adjustments.

Step Three. Booking form,Booking details and Agreement:

Base on information in intimation form and payment evidences, CSD will execute
the preparation of Booking form,Booking details and Agreement
After completion of file Director and CEO signature will be taken on documents
and CSD representative will hand over file to the client/agent .

Step Four. File receipt:

File receipt will be issued while handing over file to the client.

File receipt is attached with this Sop. (Annex “B”)

 B)DOCUMENTATION OF TRANSFER FILES
Transfer customer to customer
Step one. Transfer Request Form:
Owner will submit the transfer request form provided by CSD.
On basis of transfer request form project manager and CEO shall approve the
request.

Transfer request form is attached with this SOP.(Annex “C”)

Step two. Intimation form:

Agent/Project Manager shall submit the intimation form duly approved by Project
Manager to Customer support department. In case of special favor the CEO
approval will have to be taken before preparation of file. With submission of
intimation form following documents shall be attached with form:
 Clear copies of owner and nominee CNIC.
 2 passport size photographs of owner.

Note: Incomplete intimation form will not be entertained by CSD.

Agent shall also make sure that the following requirements must be completed
before transfer process:

 Newspaper ad for transfer confirmation.(Two copies of newspaper )

 Transferor and Transferee original CNIC for verification and copies for
Office record.
 Two passport Size photograph of Transferor and Transferee.
 Video clip and email from Transferor and Transferee is required (In case
of non availability of Transferor and Transferee)
 Thumb impression of transferor or transferee on undertaking
document.
 All outstanding dues must be cleared.
Step Three . Verification of payment status:
Accounts department shall verify the payment status and shall provide the
required supportive documents related to payments to CSD.

Step Four. Booking form,Booking details and Agreement:

On the basis of intimation form and payment evidences CSD will execute for the
preparation of Booking form,Booking details and Agreement .
After completion of file Director and CEO signature will be taken on documents
and CSD representative will hand over file to the client/agent .

Step Five. File receipt:

File receipt will be issued while handing over file to the client.

ii)Transfer project to project

Step one. Transfer Request Form:

Owner will submit the transfer request form provided by CSD department.
On basis of transfer request form project manager and CEO shall approve the
request.

Step two. Intimation form:

Agent/Project Manager shall submit the intimation form duly approved by Project
Manager to Customer support department. In case of special favor the CEO
approval will have to be taken before preparation of file.

Request Video clip and email from client is required (In case of non availability of
client) .

Note: Incomplete intimation form will not be entertained by CSD.

Step Three . Verification of payment status:

Accounts department shall verify the payment status and shall provide the
required supportive documents related to payments/funds transfer.

Step Four. Booking form,Booking details and Agreement:

On the basis of intimation form and payment evidences CSD will execute for the
preparation of Booking form,Booking details and Agreement .
After completion of file Director and CEO signature will be taken on documents
and CSD representative will hand over file to the client/agent .

Step Five. File receipt:

File receipt will be issued while handing over file to the client.

C) DOCUMENTATION OF CANCELED FILES

canceled stamp and Approval of CEO will be attached with canceled files.

D) RECOVERY, ISSUANCE OF REMINDER LETTERS

If client will not pay the installments , reminder letters will be issued followed by
the following steps:

Step one, First Reminder Letter

If client will not pay the same month installment, 1 st reminder letter will be issued
in first week of second month from Customer Support Department. Approved by
director and CEO.(Annex “D”)

Step two, Second Reminder Letter

If client fails to clear dues after first reminder letter , 2 nd reminder letter will be
issued after one week from Customer Support Department. Approved by director
and CEO.(Annex “E”)

Step 3, Last opportunity letter

If client fails to clear dues after Second reminder letter , Last opportunity letter
will be issued after one week from Customer Support Department. Approved by
director and CEO.(Annex “F”)
Step 4, Cancellation letter

If client fails to clear dues after Last opportunity letter Cancellation letter will be
issued after one week from Customer Support Department. Approved by director
and CEO.(Annex “G”)
After the cancellation o file only CEO has mandate to revise such case.

E) REMINDER MESSAGES

1. 1st Reminder messages will be send to the clients on 26 th day of month to

intimate upcoming month installment .
2. 2nd Reminder messages will be send to the clients on 1st day f month.
3. 3rd Reminder messages will be send to the clients on 15th day f month.
( sample of reminder messages are attached with this SOP “ Annex H”)

F) REMINDER CALLS
If client fails to pay the same month installment that installment would be
considered as outstanding installment. Reminder calls for outstanding clearance
will be made from the next month of defaulter month. Any senior representative
of CSD shall call the client and council them to clear their dues.

G) CALL FOLLOW UP SHEET UPDATION

Feed backs of every client shall be mentioned in call followup sheet for record and
second followup call. According to call followup sheet Remarks second followup
call shall be made.
( sample of call follow up sheet is attached with this SOP “Annex “I”)
H) RECOVERY SHEETS UPDATION

Following sheets shall be included in recovery sheets and shall be updated on

weekly basis:
Master sheet (Annex “J”)
Back log status sheet (Annex “K”)
Month recovery sheet (Annex “L”)
(samples are attached with this SOP )

I) Recovery letter sheets updation.

Issued letters record shall be updated on recovery letters sheet after ten days of each
month.

(samples is attached with this SOP “M”)

4. Roles & Responsibilities:
Responsibilities of Agents:

 To provide accurate personal details of client in intimation form

 CNIC copy of client and nominee .

 Signature on Rebate received column.

Responsibilities of Project Manager:

 Verification of Intimation Form and all details of client and amount.

 Provide all evidence, receipts and supporting documents related to booking.(i.e. Asset

Adjustment document, Asset evaluation document).

 Manager will make sure that all supporting documents will only be accepted with

signature of CEO / GM.

 Verification of Rebate details.

 After signing from client file should be return with in 10 days to CSD.

 Coordination with CSD to maintain client data.

 Maintain all data in soft copy.

Responsibilities of Accounts.

 Verification of payment and provide receipts to the Manager with in two workings days

after filling intimation form.

 Verification of adjustments amount.

 Issuance of rebate voucher with receipts if needed.

 To provide costumer ledger to CSD before CEO signing.(same day)

 All the payments update himself and send to Customer Support Department in same day.
Responsibility of Customer Support Department.

 Prepare the Agreement.

 Making files (agreement , booking form, booking details )

 Maintaining all files in all respect.

 Maintaining all soft data of all clients.

 Received files data record.

 Rent details data.

 File audit work regarding documentation.

 Issuance of letters / reminders.

 Tracking of installments incorporate with Accounts .

Responsibility of Customer Relation officer:

 Coordination with customers for payments, client queries and reservations.

 Dispatch letters to clients and keep tracking of manual record of TCS receipts.

 To send Reminder messages to the clients on whats app timely.

Annexure “B”
 FILE RECEIPT Date: _________
I _____________________ having CNIC # _____________________have received 02
files( office & client copy) of Unit #_______________ Project _____________ I here by
confirm to return office file to DreamsNex with in ten days after signature of the
[Link] mentioned documents are included in file:
[Link] (Two sets)
[Link] Details ( Two copies)
[Link] Form
Other if any:________________________________________________

________________
Signature of Receiver

--------------------------------------------------------------------------------------------------------

FILE RECEIPT Date:_____________

DreamsNex has received file of Unit # _____________ Project ______________ from

Mr/Ms____________________. Below mentioned documents are included in file:
[Link] (Two sets)
[Link] Details ( Two copies)
[Link] Form
Remarks:__________________________________________
Name & Signature of Receiver on behalf of DreamsNex

Annexure “C”
TRANSFER REQUEST FORM
I ________________________ having CNIC __________________________, R/O

______________________________________________________________________

_____ Owner of Unit # _______ , in project DX _______________________ being built

by DreamsNex, hereby request that I have transferred above said unit to

_______________________________ having CNIC # ___________________ , R/O

___________________________________________________ Further I confirm that I

shall not make any claim against surrender of above said property from DreamsNex,

it’s owners and staff at any time in future.

I surrender my Original File which includes Agreement of Sale, Booking Form,

Booking Details and receipts to M/s DreamsNex without any pressure or any undue
influence of any kind.

The following requirement must be completed:

1. Newspaper ad for transfer confirmation.(Two copies of newspaper )

2. Transferor and Transferee original CNIC for verification and copies for Office
record.

3. Two passport Size photograph of Transferor and Transferee.

4. Video clip and email from Transferor and Transferee is required (In case of non
availability of Transferor and Transferee)

5. Thumb impression of transferor and transferee on undertaking document.

6. All outstanding dues must be cleared.

Transferor Signature Director/CEO Signature

ANNEXURE “ D ”
Mr. ______________ October 6 th , 2022

OVERDUE INSTALLMENTS REMINDER

APARTMENT # , DX SMART APARTMENTS
We would like to inform you that we have yet to receive following amount of your apartment.

Month Description Amount (PKR)

Sep.2022 Instalment 999,999/-
Total: - 999,999/-

You are requested to clear your overdue amounts till 14 th October, 2022 to avoid any
further surcharge under clause # 4 of the agreement of sale. You may send us online
payments to the following account under intimation to DreamsNex management. We
shall appreciate your cooperation.

(Note: Please ignore this letter if you already have paid the due Amount )

Account Details:

A/C No. : 6-03-38-20301-714-101761

IBAN : PK46MPBL0338067140101761
TITLE : DX SMART APARTMENTS
BANK ADDRESS : Habib Metropolitan Bank Limited.
Bahria Town Branch Karachi

MUHAMMAD RAFIQUE

Executive Director

ANNEXURE “ E ”
Mr. __________________ October 6 th , 2022
 OVERDUE INSTALLMENTS 2nd REMINDER
APARTMENT # , DX SMART APARTMENTS
We would like to inform you that we have yet to receive following amount of your apartment.

Month Description Amount Surcharge

July,22 Remaining 00,000/- 00000/-

Aug,22 Instalment 000,000/- 00,000/-

Sep,22 Instalment 000,000/- 00,000/-

Total: - 000,000/- 00,000/-

You are requested to clear your overdue amounts till 14 th October, 2022 to avoid any
further surcharge under clause # 4 of the agreement of sale and blockage of your file.
You may send us online payments to the following account under intimation to
DreamsNex management. We shall appreciate your cooperation.

(Note: Please ignore this letter if you already have paid the due Amount )

Account Details:

A/C No. : 6-03-38-20301-714-101761

IBAN : PK46MPBL0338067140101761
TITLE : DX SMART APARTMENTS
BANK ADDRESS : Habib Metropolitan Bank Limited.
Bahria Town Branch Karachi

MUHAMMAD RAFIQUE
Executive Director

ANNEXURE “ F ”
Mr. ______________ October 6 th , 2022
 LAST OPPORTUNITY REMINDER
SHOWROOM # , DX SMART APARTMENTS
We would like to inform you that we have yet to receive following amount of your apartment.

Month Description Amount Surcharge

July,2
Remaining 999,999/-
2
Aug,22 Instalment 111,111/- 99,999/-

Sep,22 Instalment 222,222/- 99,999/-

Total 777,777/- 99,999/-

Unfortunately, your file has been blocked. This is your last opportunity to restore your file on or before
14th October 2022, after clearing your all due amounts. You may contact us for any clarification or query
in this regard.

(Note: Please ignore this letter if you already have paid the due Amount )

Account Details:

A/C No. : 6-03-38-20301-714-101761

IBAN : PK46MPBL0338067140101761
TITLE : DX SMART APARTMENTS
BANK ADDRESS : Habib Metropolitan Bank Limited.
Bahria Town Branch Karachi

MUHAMMAD RAFIQUE
Executive Director

ANNEXURE “G”
5th SEPTEMBER , 2022.
 CANCELLATION OF APARTMENT # , DX SMART RESIDENCY
Dear Mr._________________,

Reference to our earlier letter dated August, 16 th 2022, we feel regret to write you
here the termination of Agreement of sale (contract) for Apartment # 000 , DX
Smart Residency between DreamsNex and Mr. _____________made in May
2022.

CLAUSE # 04 OF OUR AGREEMENT IS BEING REPRODUCED BELOW FOR YOUR

READY REFERENCE:
“That the Installments received after the due date from the applicants will only
be accepted with surcharge Rs. 1,000/- (One Thousand Rupees Only) per day.
Provided that if any applicant fails to pay two consecutive installments within
the prescribed period. Reservation will be liable to be canceled. In the event of
Cancellation of the Unit, the submitted payment will be refunded with 25%
deduction after completion of the project, without any profit. Interest or mark
up. For merging file case, amount shall be calculated as per clause 3 of this
agreement”.
If you have any queries feel free to reach us.

MUHAMMAD RAFIQUE
Executive Directo

Annexure “H”
REMINDER MESSAGES
1) Respected Sir/Madam,
We would like to update you that your next installment will be due on June 1, 2022. We shall
be pleased to receive your timely payment.

Regards:
DX Management

2)Respected client

We would like to remind you that May and June installments are still outstanding on your
account. Kindly clear your dues to avoid surcharge under clause # 4 of the agreement of sale.

Regards
DX Management

ANNEXURE “I”

ISSU
ED
LETT
 ERS
AND
REM
ARK
S
REP
ORT

Sep-22 26-09-2022

SMART APPARTMENT

S.
N Unit Amo Expecte
O # Name unt d Date Remarks

169,5 29-09- Will pay by end of

1 MeharunNisa
301 58/- 22 September

260,0 29-09- Will pay by end of

2 Salman Ahmed
602 00/- 22 September

283,3 29-09- Will pay by end of

3 802 Mujtuba Akram
34/- 22 September

169,5 30-09- Will pay by end of

4 201 Parveen Bano
58/- 22 September

589,3
5 SH # Fida Hussain 30-09- Will pay by end of
64/-
4 22 September

339,7 07-10- Will pay in first week of

6 Samiha Saleem
403 74/- 22 October

874,8 08-10- will pay in first week of

7 Mohan
102 38/- 22 October

818,6 30-11- will clear all dues in

8 702 Mudasir Ahmed
78/- 22 two months.

1,341
9 Mudasir Ahmed ,872/ 30-11- will clear all dues in
703 - 22 two months.

CONCLUSION

4,846
,976/
Total amount -

Amount Rs.2,686,426 Expected in

September end or October first week.

Amount Rs.2,160,550 Expected in

November end.

SMART RESIDENCY

Amo Expecte Remarks

S. Unit Name
N
O # unt d Date

943,4 29-09- Will pay by end of

1 703 [Link] 51/- 22 September

1,115
,000/ 07-10- Will pay in first week of
2 701 Urooj Mubeen - 22 October

No
148,4 Commit Affected by corona,
3 203 Rafiq Awan 10/- ment will clear once recover

CONCLUSION

2,206
,861/
Total amount -

Amount Rs.943,451/- expected by the

end of September.

Amount Rs.1,115,000/- expected in First

week of October.
 Annexure “J”

DX Smart Apartments Monthly Installment

Date:
30/09/2022
Tot Outst Outst Tot
al andin Dig andin Outst al
Dig Instal Total
Boo g gin g Insta Instal andin Am S O
ging ment Outst
Name kin Booki g Diggi lmen ment g oun e c
Cha s andin
g ng Rcv ng t s Due Instal t p t
rges Rcvd g
Rcv Amou d Amou ment Rcv
d nt nt d

### ###
60 Muhammad 2E+ ### 159,2 #### ####
1 Saleem 06
0 ###
###
0
13 ### ###
0 ### 0 ✔ ✔
# #

Salman Ahmed ### ###

60 ### ### 135,0 #### #### 260,0 260,0
2
Siddiqui & Aslam
###
0 ###
###
0
00 ### ### 00
###
00
✔ ✔
Taj # #

### ###
60 ### ### 159,2 #### ####
3
Irum Mugal
###
0 ###
###
0
13 ### ###
0 ### 0 ✔ ✔
# #

###
70 ### 112,1 560,9 560,9
[Link] 0 0 0 ### 0
1 ### 86 30 30
#

### ###
70 ### ### 141,6 881,3 #### 960,3 960,3
2
Mudassir Ahmed
###
0 ###
###
0
67 26 ### 45
###
45
✔ ✔
# #

### ###
70 ### ### 169,5 692,8 #### ##### #####
3
Mudassir Ahmed
###
0 ###
###
0
58 74 ### ##
###
##
✔ ✔
# #

### ###
80 ### ### 159,9 #### #### 159,9 159,9
1
Abdul Mateen
###
0 ###
###
0
86 ### ### 86
###
86
✔ ✔
# #

### ###
80 ### ### 141,6 #### #### 283,3 283,3
2
Mujtuba Akram
###
0 ###
###
0
67 ### ### 34
###
34
✔ ✔
# #

### ###
80 ### ### 169,5 #### ####
3
Usman
###
0 ###
###
0
58 ### ###
0 ### 0 ✔ ✔
# #

T ## - ## ## - ### #### #### #### ## ####

ot ## ## ## ## # # # ## #
al # # #

Annexure “K”

BACK LOG STATUS

DX SMART APARTMENTS RECOVERY 30-Sep-22

JUNE 2022
Unit Instalm
No.
Name
ent
Receivable Amount Received Amount

Miss Samia
403 169,558 169,558 169,558
Saleem

501 Neha zehra 159,213 159,213 159,213

502 Zahed Mahmood 188,318 188,318 188,318

503 Farah Tariq 169,558 169,558 169,558

Muhammad
601 159,213 159,213 159,213
Saleem

Salman Ahmed
602 135,000 135,000 135,000
Siddiqui

603 Irum Mugal 159,213 159,213 159,213

701 [Link] 112,186 112,186 112,186

702 Mudassir Ahmed 141,667 141,667

703 Mudassir Ahmed 169,558 169,558

801 Abdul Mateen 159,986 159,986 159,986

802 Mujtuba Akram 141,667 141,667 141,667

803 Usman 169,558 169,558 169,558

Tot
#####
al 123 123

APPROXIMATELY 90 %
Recovery
 Annexure “L”

DX Smart ##
Apartment ##
s #

SEPTEMBER
30-09-2022
RECOVERY

J
Unit Ju u A Se
Name Amount Others
No. ne l ug p
y

## # ##
Muhammad 403,939 May,
G# 1,750,000 ## # ##
Fahad 52248 Sep
01 # # #

##
701 [Link] 112,200 86 ##
#

# ##
201 Parveen Bano 339,116 # ##
# #

# ##
G# Atta ur Rahman 1,100,000 # ## 633,330, Dig
03 # #

##
29
401 Rubina 130,000 ##
2
#
 ##
101 Arsalan 169,558 ##
#

## # ## ## 96,403 May,
302 Kainat Zahid 803,658 ## # ## ## 140,587
# # # # October

##
402 Anwar Hussain 388,000 ##
#

##
G M Saleem 301,167 ##
#02 #

##
601 M Saleem 159,233 ## 60, Oct
#

##
503 Fara Tariq 170,000 ## 884 oct
#

##
502 Zahid Mahmood 188,318 ##
#

##
301 Mehrunisa 169,558 ##
#

# ## ##
10,000 dig ,
202 Sohail Akhtar 435,986 # ## ##
985 Dec
# # #

##
303 Santosh Kumar 169,558 ##
#

500,000 dig,st
703 Mudassir Ahmed 500,000
ex,dec,jan

## # ## ##
TOTAL 6,886,352 ## # ## ## #####
# # # #
 Annexure “M”
ISSUED LETTERS
September 2022

SMART APARTMENTS

[Link] UNIT # NAME AMOUNT DESCRIPTION 1st Reminder dt. 2nd Reminder dt. Remarks

01 04 Fida Hussain 589,364/- Jul Remaining, Aug 07-09-2022 19-09-2022

02 101 Syed Arsalan 169,558/- Aug 07-09-2022 - Paid

03 102 Mohan 874,838/- Feb Remaining May & Aug 07-09-2022 19-09-2022
(quarterly)

04 201 Parveen Bano 339,116/- Jul,Aug 07-09-2022 19-09-2022 Both Paid

 05 202 Sohail Akhtar / Shahnawaz 294,320/- Digg.+Jun Remaining + Jul & 07-09-2022 19-09-2022 All paid
Aug

06 301 Mehroon Nisa Sewani 169,558/- Aug 07-09-2022 19-09-2022 Aug paid

07 401 Rubina Hussain 129,708/- Aug 07-09-2022 - Aug Paid

08 402 Anwar Hussain 388,000/- Jun (quartlery) 07-09-2022 - Paid

09 403 Smiha Saleem 339,774/- Jun Remaining Jul,Aug 07-09-2022

10 502 Zahed Mahmood Nazir 188,318/- Aug 07-09-2022 19-09-2022 Aug Paid

11 602 Salman Ahmed & Aslam Taj 260,000/- Jul Remaining & Aug 07-09-2022 19-09-2022

12 702 Mudassir Ahmed 818,678 Mar remaining Apr to Aug 07-09-2022 19-09-2022
instalments

13 802 Mujtaba Akram 141,667/- Aug, Instalment 07-09-2022 19-09-2022

SMART RESIDENCY

[Link] UNIT NAME AMOUNT DESCRIPTION 1st Reminder dt. 2nd Reminder dt. Remarks
#

01 203 Rafiq Awan 148,410/- Jul remaining & Aug 07-09-2022 19-09-2022

02 301 Ghulam Rasool 134,631/- Aug 07-09-2022 - Aug Paid

03 701 Urooj Mubeen 1,115,000/- Digg.+ Jun, Jul, Aug 07-09-2022 -

04 703 Muhammad Ameen 943,451/- Feb Remaining MarAug 07-09-2022 19-09-2022

Instalment