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Failed/Canceled

Mode

1. Prepaid

If the refund status is Failed assign the case to L2 team
Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved

2. IMPS/NEFT

Send the SMS through SMS DT

If the customer is unable to update the bank details then collect the details and assign the case to the backend Team

Tagging on SA : Create incident >> Refunds >>Refund related Issues >>NEFT Related issues >> Unresolved



Processing/Initiated/Requested

Within SLA

Request the customer to wait till SLA promised date and inform that refund will be credited.

Tagging : Create Incident >>> Refunds >>> Refund related enquiry >>> Refund Status enquiry >>> CS Voice >>> waiting for internal update

Mandatory step to follow:

ARN number available :- Send the SMS (Refund confirmation)
ARN not available :- Send the SMS (Bank account ARN not available)

Note :- Edit the template before sending it.


Post SLA

If the refund status is in requested stage and refund SLA is breached on SA then assign the case to the backend Team

If the refund is stuck in (Processing/Initiated) more than 72 hours

Assign the case to backend Team.

Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved


Completed


Credit Card

Check if the transaction is void (If Yes) then refer the Yoda document properly

Within SLA

Given SLA information by using relevant template

If ARN number is available :- Send the SMS (Refund confirmation)
If ARN number is not available :- Share the SLA details (bank account ARN not available)

Post SLA(1st contact)

Give refund pilot template

If ARN number is available :- Send the SMS (Refund confirmation)
If ARN number is not available :- Share the refund details (bank account ARN not available)

Post SLA(2nd contact)

If customer revert back on email or on call stating that refund amount is not yet credited even after contacting the bank:

Assign the case

Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolve


Gift Card

Within SLA(Completed)

Provide the infromation

Gift Card refund is:

Failed
Successful customer is unable to access the Gift Card (Post SLA) / (forgot/lost Gift Card details)
Gift Card Expired After Refund

Escalate the issue to L2 team

Tagging on SA : Create Incident >>> Refund Related Issues >>> Refund delay post initiation >>> Unresolved

PhonePe

Within SLA

Share the refund details on Email and asked the customer to contact PhonePe.

If the ARN number is available :- Share the ARN number and refund details through SMS
If the ARN number is not available :- Share the SLA details (PhonePe)


Post SLA

Share refund pilot

If the ARN number is available :- Share the ARN number and refund details through SMS
If the ARN number is not available :- Share the refund details (PhonePe)




All Other modes


Within SLA

Share the information on Email.(Relevant Template)

If ARN number is available :- Send the SMS (Refund confirmation)
If ARN number is not available :- Share the SLA details (bank account ARN not available)

Post SLA

Provide refund pilot Email.

If ARN number is available :- Send the SMS (Refund confirmation)
If ARN number is not available :- Share the refund details (bank account ARN not available)

If customer revert back on email or on call stating that refund amount is not yet credited even after contacting the bank:

Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
     
 
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