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Prepaid Refund Modes:
Debit Card
Credit Card
Net Banking
Credit/Debit EMI`s
Phone Pe
E-Gift Voucher
Buy Now Pay later/ Cardless Credit
Ways to check the refund status:-
If the refund status is Failed assign the case to L2 team by using the below 'Tagging path' & provide the Oat keeper 'TAT'
Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
Process for IMPS/NEFT failed refund
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
Important Note :
In case customer requests to send the SMS to a non-registered contact number, inform customers that the SMS can be sent only to a registered contact number
For COD Refund Failed scenarios where we send SMS to customers from Smart Assist, the SMS can be sent to customers even after 9 PM only if customer contacts after 9 PM (applicable for all teams except email)
For email team, incidents picked up between 9 PM to 9 AM should be marked as 'Waiting for internal update' and tagged under 'NEFT related issues'. SMS should be sent for these cases only between 9AM - 9PM
If the customer is saying the SMS Link is not working, ensure the customer has internet connection in the device. If the link is still not working then collect the NEFT details from the customer & assign the case to L2 by using below tagging. Provide the oath keeper tat.
Tagging on SA : Create incident >> Refunds >>Refund related Issues >>NEFT Related issues >> Unresolved
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