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49.Refund is still in processing/initiated state then escalate the issue to L2 team using below Tagging path and share the oath keeper 'TAT'.
Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
48.Click on 'Send SMS' under the payment and refunds TAB on SA and inform customer that an on SMS has been triggred to the registered mobile number to fill the NEFT details.
47.Use the 'Return Action Override DT' and let customers know that the refund has been initiated and the refund amount will be credited to the customer's bank account/credit or debit card/Gift Card/PhonePe wallet by 'SLA date' under 'Refund(s).
Tagging on SA: Return Action Override DT >>> Issue type (Cancellation/RTO/RVP done Refund Pending) >>> Submit
46.The customer's issue is related to refund, the UTR/RRN/ARN number is available on Smart Assist, share these details with customer through SMS by adding the relevant details (amount, bank account/credit card/debit card, date and UTR/RRN/ARN (if available)
45.
44.Apologizes to the customer for the delay and assign the incident L2 and share the TAT to customer.
Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
43. 72 hours
42.Check if the RVP/RTO/cancellation is completed
41. no
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