Notes
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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 (Need to esclate)
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 SMS with 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 SMS with 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 SMS with 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 SMS with 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 SMS with 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 SMS with 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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