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A. Inform customer that the refund will be processed once courier service provider confirms cancellation.
B. Assign the case to L2 with the issue type: Refunds > Refund Related Issues > Refund delay post initiation > Unresolved
2. Customers enquires about the refund status of the order. As per check, void transaction status can be viewed under the Refund ID on SA. What information need to share with customer? Hint: (Payment Mode - Credit Card)
A. Inform the customer to check their Credit Card/Bank statement.
B. Escalate the case to L2 with the tagging path: Refund Related Issues > Refund delay post initiation > Unresolved
3. Refund is showing failed on SA. Customer wants to know the refund status as the payment mode is prepaid. What action we will take to resolve the customer issue?
A. Assign the case to L2 team by using the tagging path: Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved & provide the Oat keeper 'TAT'
B. Go to the DT Payments and Refunds >>> Get bank details >>> Send SMS (9 am to 9 pm) and inform customer that you would have received a SMS on your registered mobile number to fill the NEFT details
4. Customer contacts and states that refund is not yet credited yet. However, the refund ID is shown as 'cancelled' on SA (reason stating blacklisted account) and no new refund is processed. What information we will share to the customer?
A. Assign the incident L2 and share the TAT to customer by using the tagging path: Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
B. Ask customer to share the bank details again
5. Customer wants to know the refund status. As per status Gift Card refund is showing failed. What action we will take to resolve the issue?
A. Escalate the issue to L2 team and provide the Oathkeeper TAT for resolution
B. Inform customer to wait till the refund SLA
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