Notes

Refund Handling Procedure

1. IMPS Refund Completed.
2. IMPS/NEFT refund failed.

Procedure and process to be followed is mentioned below.

​IMPS_Refund Completed:

For all this incidents refund has been completed from Seller's end we need to share the RRN/UTR number  [ Refund Reference number ] with the customer’s and also share the promise date with the customer.

Steps to be followed:
Check the status of the Smart assist if the status shows " Completed "
Inform the customers that the refund was initiated by the seller on {_refund completion date_} under Refund ID and will be credited to the customers' account by the 'Refund SLA date' from 'Return Timeline' as per standard banking procedure.
IMPORTANT: Provide the reference number (ARN/UTR/RRN) to the customers and share it via SMS as well.
NEFT/IMPS Refund failed:
In this scenarios, NEFT/IMPS refund is failed/Init status Please do use the send SMS option
Check the refund status on SA and if it is ‘Failed’
Go to  the DT Payments and Refunds >>> Get bank details >>>  Send SMS
Click on ‘Send SMS’  Customer will receive an SMS on the registered mobile number to fill the NEFT details
Refund will be auto-processed after the Bank or account details are updated; customers will get an email and SMS as soon as the refund is processed with the refund TAT.
If Customer is ready to share the details please do collect the details and update the details by following the procedure.

Go to SA under Refunds Tab Click on " Payments & Refund " DT.
Update the NEFT details.
Click on submit button.
If the status shows completed please share the RRN/UTR number along with promise date with the customer.​
 
Please find the Template for the same,
 
IMPS/NEFT Refund Completed:
 
 
Hi XXX,
 
We are writing to you about your order XXX for XXX.
 
As discussed on call, we are happy to let you know that the seller has processed the refund of Rs. XXX/- to your bank account on XXX and as per standard banking procedures, this amount will be credited to your bank account by XXX. The refund reference number is XXX.
 
You can contact the bank's customer care using the number mentioned on the back of your card with this refund reference number to inquire regarding your refund status if refund is delayed.
 
We always strive to provide excellent service and hope that we were able to help you with your issue today. Please spare a few minutes to respond to the feedback survey which will be sent to you in some time and let us know how we did.
 
Hope this helps.
 
IMPS / NEFT failed using send SMS option,
 
Hi,
 
We're sorry to hear about the refund issue you're facing with order id OD110076808430123000. We tried getting in touch with you on 9887805091 to discuss this but weren't able to reach you.    
We have shared a link to your registered mobile number. Kindly update your correct bank details (from passbook/ cheque book) in the link. Once the details are updated refund would be processed by seller and the same would be credited within 5 business days from the date of initiation as per standard banking procedure.
 
We'll always do our best to make sure that you have a great shopping experience. We always strive to provide excellent service and hope that we were able to help you with your issue today. Please spare a few minutes to respond to the feedback survey which will be sent to you in some time and let us know how we did.
 
Have a nice day
Asking for NEFT details
 
Hi {_customer name_},
 
Please share your bank details so that we can ask the seller to refund ? {_amount_} towards your order {Order id} for {_Item_Name_} to your bank account.
 
Bank Account Number:
Bank IFSC Code:
Account Holder Name:
Bank Branch Name:
 
You will be able to see the amount in your bank account within 05 business days, after the refund is initiated. You'll receive an update through an email and SMS once this is done.
 
We hope to hear from you soon.