If a return is raised and the customer claims they haven’t received the refund:

• Check the return shipping number from the return info.

• Copy the shipping number and check its status on ZMC.

• Confirm if the pickup is completed.

• Look for the remark "Returning to sender" on ZMC.

• Now escalate the case on Freshdesk under the template name "Refund Pending" adding the details requested
  
  Details needed when creating a Freshdesk ticket:

• Order Number:

• Return Shipping Number:

• Current Status on ZMC:

• Customer's Concern:

• Take the order ID and search for details under the Return & Refund tab.

• If the customer provides the return or forward shipping number, it can still be searched in CRM.

• After the search, the detail tab will open.

• Look for the "Refund Information" section on the right side of the page. Focus on the following:

-Refund Status: REFUND_PROCESSED

-Refund by Payout:  xxxxx IQD REFUND_Processed in  Green colour

• Please ask the customer to check their respective sources of the refund they selected 

• If the customer still claims the refund is not yet reflected bborrow 24 hours from customers & escalated the case on freshdesk via template "Refund Processed: Not Reflected"

Details needed when creating a Freshdesk ticket:

Order ID:
Date of Refund completed: 

Refund Amount:

Refund No:
VOC of the customer:

How does the refund failed looks in CRM:

• Please find the error remarks for the failed refund under the refund information section, highlighted in red.
  
  

Actions to be taken if the customer is on Y-Cloud/Locobuzz: 

Action 1: Verify Refund Status in CRM

• Check the Refund Information section in CRM.

• If the refund status shows "Refund_Bank_Failed", verify the payout details.

• Look for the amount and remarks highlighted in red, confirming the failure reason.

Action 2: Request Customer Confirmation

• Ask the customer to check their refund details under the Blue section in CRM.

• Share the registered refund details for confirmation:

  • Refund Method: ZAIN_CASH (***5565)

  • Account Holder's Name: ALI WALEED 

  • IBAN: (If available)

  • Phone Number: +964 773093556

Action 3: Proceed Based on Customer Response

• If details are correct: Escalate for further investigation using the freshdesk ticket template Refund Failed

• If details are incorrect: Ask the customer to update the correct information on the application. Once updated, the refund will be processed automatically within 24 hours no need to escalate it further.

Important pointers to remeber for different mode of payment-

• In Zain Cash, the customer needs to provide the mobile number on which their Zain Cash account is registered. This is necessary for us to process the refund to that mobile number. 

• In FIB and Rafidain Bank, the customer needs to provide the account number that can be found in their online net banking for FIB. The customer should activate their net banking, as they often update their card number, which is incorrect. The correct account number for FIB consists of both numeric and alphabetical values.

Note:

• In FIB Bank, the account number will have the initials “IQxxFIQB” or “IQxxFIB,” where "IQ" stands for Iraq, and "FIB" represents the bank (FIB Bank). The rest of the numeric digits are unique to each customer.

• In Rafidain Bank, the account number will have the initials “IQxxRAFB,” where "IQ" stands for Iraq, and "RAF" represents the bank (Rafidain Bank).

Details needed when creating a Freshdesk ticket:

• Order Number:

• Return Shipping Number:

• Current Status on ZMC-

• Remark on CRM-

• Have we confirmed if the refund details are correct with the customer? 

• Customer's Concern:

Q: Can we check the refund status using only the reverse ID?

A: No

Q: Why can't we ask for the reverse ID for refund checks from customer ?

A: The reverse ID is for internal use only and is not available to customers.

Q: Should we ask customers for their reverse ID on chat or Locobuzz?

A: No, never ask customers for their reverse ID on chat or Locobuzz.

Q: What information should we request from customers to check their refund status?

A: Ask customers for their order ID or shipping number.

Q: What should we ask the customer to share with us if they have any refund related issue for us to track it in our system ?

A: We will ask the customer to either share the order id or the shipping number with us. If they fail to find the right order id on their application, ask them to share the registered contact number.

Q: Can we check a customer's return status and further updates using the order ID?

A: Yes, the order ID can be used to check the customer's return status and any further updates.

Q: What other details can help us check a customer's recent return?

A: To check a customer's recent return, you can use their:

• Contact number

• Email ID

• Login ID

Q: What should I do if a return is raised and the customer claims they haven't received the refund?

A: Check the return shipping number from the return info.

• Copy the shipping number and check its status on ZMC.

• Confirm if the pickup is completed.

• Look for the remark "Returning to sender" on ZMC.

Q: How do I escalate a case for a refund issue on Freshdesk?

A: Escalate the case using the "Refund Pending" template and add the requested details.

Q: What details are required when creating a Freshdesk ticket for a refund issue?

A: Order Number

• Return Shipping Number

• Current Status on ZMC

• Customer's Concern