Notes

Refund/ Task

Final TAT to convey the customer

NEFT task
2BDS to process 1BD for reflection (Total 3 Business days)

IMPS task
1-3 days

OR
7-10 Days

Gift Card
Instant

PPS failure Gift card task
7-10Days

Myntra Credits
Instant

Wallet (Except PhonePe )
7-10 Days

PhonePe (Credit /Debit Card)
7-10 Days

PhonePe UPI Account
Instant (Inform 48 hours in case of delay)

PhonePe Wallet
Instant

External Wallet
Instant
Post 48 hours: If customer contacts, if the order is still pre-processed/declined, check the PPS log entry for the transaction status/type as below.

Case

Transaction Type

Transaction status

Resolution

1

DEBIT

TX_Success

Inform Customer that refund is initiated and 7-10(Immediate if its gift card) days for the amount to reflect in the bank


VOID

TX_Success


2

DEBIT

TX_Failure

Inform customer that the money is not received by Myntra. Customer can check with bank support team


VOID

TX_VOID_NOT_EXECUTED

Amount Debited but no Order details on Prism:

If customer claims that amount debited but no order number generated collect the below details from csutomer and send it to TL.

For credit card/debit card/Net banking payment :
Date of transaction:
Amount:
First 6 digits & Last 4 digits of the card:
Bank Name:

Once an ARN is generated, that is the confirmation that, the refund has been transferred to customer's bank account by the PG.

Once the ARN/RRN is provided, request customer to get in touch with their Bank Support Team (Customer support helpline) to enquire about the refund credited from Myntra.
The contact details of the Bank support team will printed on the flip side of the debit/credit card issued.
Do not inform customers to directly get in touch with their bank/branch.
The bank should contacted only through their dedicated support team.
Script to be used in this scenario


"I am happy to inform you that your refund has been successfully processed into your source account.

We have initiated your refund on _______and further it takes 7 – 10 days to reflect into your bank account.

I would also like to share the bank reference number for this transaction______________________.

For any disputes I would request you to kindly contact your bank customer support team.
The contact details of the Bank support team will be printed on the flip side of the debit/credit card issued.

You may share the above reference number for them to track the refund for you.


Some nationalized banks may take more time than normal to credit the amount.


If your bank support team is unable to locate the refund with the reference number provided, please dispute the transaction as 'refund not processed' with them.
At that time, they will see a pending refund and will follow the path back to our payment processor to locate the refund."


ARN (Bank Reference Number) Dispute Process:


ARN will be the final confirmation from our end.

If customer disputes the Bank Reference Number shared, do the below checks :

Step 1 : Probe customer to understand if he/she is referring to the same account from which the amount was debited (Use Payment log for your reference)
Step 2 : Check if customer is referring to the transaction from the sale date to the current date.

Once the above probing/check is done :

Step 3 : Request customer to get in touch with their Bank Support Team (Customer support helpline) to enquire about the refund credited from Myntra.

The contact details of the Bank support team will printed on the flip side of the debit/credit card issued.
** Also inform customers that some nationalized banks may take more time than normal to credit the amount.


Step 4 : Incase, the bank support team is unable to locate the refund with the reference number provided, request the customer to dispute the transaction with the card support team as 'Refund Not Processed'.

Note : Do not inform customers to directly get in touch with their bank/branch. The bank should be contacted only through their dedicated support team.

Possible Disposition Catagories :

Refund - Order Cancelled/RTO/LOST - Refunded-Shared Bank ref#
Refund - Order Cancelled/RTO/LOST - Refunded-TAT Provided
Refund - Order Cancelled/RTO/LOST - Refunded-ARN task raised
Refund - Order Cancelled/RTO/LOST - Disputing-Refund/Bank ref#
Refund - Return - refund pending - Requested Bank details
Refund - Return - refund pending - Picked up return id declined
Refund - Return - refund pending - Picked up QC pending/Status not updated
Refund - Return - refund pending - QC Pass - Refund not processed
Refund - Return - refund pending - RETURN PPS LOGS - NO LOGS
Refund - Return - refund pending - Bank details updated in the task
Refund - Return - refund pending - WH/DC status update pending
Refund - Return - refund pending - Disputing-Refund/Bank ref#/UTR
Refund - Return - refund pending - Refunded-TAT Provided
Refund - Return - refund pending - Refunded-Shared Bank ref#
Refund - Return - refund pending - Refunded-ARN/UTR task raised

Payment via Online (Credit/Debit Card) : Provide the first 6 digit of the card number captured in Prism under Payment Log tab
Payment via COD (NEFT/IMPS) : Provide the last 4 digit of the bank account number captures in Prism/Right now

Note : For payment via Net banking/Rupay - Card number will not be available on Prism.
This information can be given only if customer calls from registered number or contacts us via registered e-mail ID


Main Category

Sub-Category

Sub-sub-category

NEFT/PPS/IMPS Disputes

UTR/RRN Dispute

PPS-Refund-IMPS

IMPS-Transfer-CASHBACK

PPS-Refund-NEFT

NEFT-Transfer-NEFT transfer

NEFT / IMPS Refund Dispute :
Possible Disposition Catagories :

Refund - Return - refund pending - Requested Bank details
Refund - Return - refund pending - Picked up return id declined
Refund - Return - refund pending - Picked up QC pending/Status not updated
Refund - Return - refund pending - QC Pass - Refund not processed
Refund - Return - refund pending - RETURN PPS LOGS - NO LOGS
Refund - Return - refund pending - Bank details updated in the task
Refund - Return - refund pending - WH/DC status update pending
Refund - Return - refund pending - Disputing-Refund/Bank ref#/UTR
Refund - Return - refund pending - Refunded-TAT Provided
Refund - Return - refund pending - Refunded-Shared Bank ref#
Refund - Return - refund pending - Refunded-ARN/UTR task raised

Script to be used in this scenario


"I am happy to inform you that your refund has been successfully processed into your source account.

We have initiated your refund on _______and further it takes 7 – 10 days to reflect into your bank account.

I would also like to share the bank reference number for this transaction______________________. This is the final confirmation for the refund that has been successfully processed from our end

For any disputes I would request you to kindly contact your bank customer support team.
The contact details of the Bank support team will be printed on the flip side of the debit/credit card issued.

You may share the above reference number for them to track the refund for you.


Some nationalized banks may take more time than normal to credit the amount.


If your bank support team is unable to locate the refund with the reference number provided, please dispute the transaction as 'refund not processed' with them.
At that time, they will see a pending refund and will follow the path back to our payment processor to locate the refund."