Refund Issues

Scenario:

In scenarios where Order status is showing cancelled. 

Resolution:

Scenario 1: Within 3-5 working days

Inform customer that refund has been processed and should get credited within 3-5 working days in the source account. 

Tagging:

Issue Level 1 : Refund Related

Issue Level 2:  Refund Within TAT

Scenario 2: Beyond 3-5 working days

• Check the refund status in Paytm tool and ERP if Juspay and inform the same to the customer.

• Incase identified any refund failure or customer did not receive the refund ask for the details and escalate the issue to Escalation team. 

Issue Type:

L1: Refund Related

L2: Refund Not received

Escalation Synopsis:

Escalation needs to be done only in under Scenario 2 (Beyond 3-5 working days). 

Details that needs to be captured before Escalating:

1. Order ID

2. If any 1 item from an order is OOS then, SKU ID is required

3. Reverse AWB/Tracking ID

4. Refund Failure reasons

5. Bank Statement or transaction details (if shared by customer)

Note: Please follow the standard subject line provided in the new incident created to escalate.  

Checklist:

1. Order Number

2. Phone Number

3. Email ID

4. Customer Name

5. Tracking ID

6. Tracking status

Scenario:

In scenarios where customer raises concerns owing to extra amount charged for delivery. 

Resolution:

Scenario 1: Extra amount collected more than mentioned in invoice

• Ask for shipping label image and the amount paid by the customer and how the payment was made (cash/ prepaid or any other online mode) If online, please ask for the screenshot of the payment.

• Once received, escalate the same to the the Escalation team. 

Scenario 2: Double Payment done by customer

• Ask for bank statement of the payment made twice and which different modes (cash/ prepaid or any other online mode)

• Once received, escalate the same to the the Escalation team. 

Scenario 3: FE did not return the change amount

• Ask for the extra amount taken by the FE and advised that it will be escalated to the delivery partner

• Once received, escalate the same to the the Escalation team. 

Issue Type:

Scenario 1: Extra amount collected more than mentioned in the invoice.

Scenario 2: Double Payment done by customer

Scenario 3: FE did not return the change amount

Issue level 1: Dispute

Issue level 2: Forward

Issue level 3: Extra Charge

Escalation Synopsis:

Escalation needs to be done by creating a child incident. 

Details that need to be captured before Escalating:

1. Order ID

2. Mode of payment

3. Bank Statement

4. Extra amount charged

Note: Please follow the standard subject line provided in the new incident created to escalate.  

Checklist:

1. Order Number

2. Phone Number

3. Email ID

4. Customer Name

5. Tracking ID

6. Tracking status

Scenario:

In scenarios where the customer raises concerns owing to the refund status.  

Note: Please follow the standard subject line provided in the new incident created to escalate.  

Resolution:

Scenario 1: Order Returned > Pickup Done > QC Check Pass > Refund in Process 

• COD: Mandate to check the pickup status, Refund will be initiated once the return status remark changes to "All received". 

• Prepaid: Mandate to check the pickup status, Refund will be initiated once the return status remark changes to "All received"

• COD: Check the refund status in ERP and Paytm tool and share the (Refund amount, Refund date, RRN Number, Account 4 digits, Refund to details, Masked UPI ID,Refund TAT) and also ask the customer to share the Bank statement if the refund is not received within the given TAT.

• Prepaid Check the refund status in ERP and Paytm tool and share the (Refund amount, Refund date, RRN Number, Proof of Payment, Account 4 digits, Refund to details, Refund TAT) and also ask the customer to share the Bank statement if the refund is not received within the given TAT.

Scenario 2: Order Returned > Pickup Done > QC Check Pass > Refund Processed

• • COD/Prepaid check the refund status in ERP/Paytm tool

  • Within refund TAT: Ask the customer to wait till given refund TAT and share the (Refund amount, Refund date, RRN Number, Account 4 digits, Refund to details, Refund TAT, Proof of Payment) and also ask the customer to share the Bank statement if the refund is not received within the given TAT.

• • Post refund TAT: Share the refund details with the customer(Refund amount, Refund date, RRN Number, Account 4 digits, Refund to details, Refund TAT, Proof of Payment)

    • • If the bank statement is received and the refund not reflect, Escalate the issue to the escalation team

      • If the bank statement is not received ask the customer to share the bank statement

Note: Ask the customer to share the bank statement from the date of placing the order till the date.  

Scenario 3: Order Returned > Pickup Done > QC Check Pass > Refund failed

• COD - Incorrect/Invalid Account details

  • Refund should not be failed as we are verifying the account at the time customer update the bank details while raising the return.

  • In case the refund failed due to the incorrect bank account, the Customer will get the option to update the bank details from his app by following. ME---Refund/Return---Select the order-- Update the bank account details.

• COD - Technical Issue

  • Check the refund failed reasons and assist customer as per the sheet, Click here to access. 

• Prepaid 

  • Check the refund failed reasons and assist customer as per the sheet, Click here to access. 

Note:

•  In the attached sheet if "Can we retry? " is "Yes" then only click on the refund.

• In the attached sheet if " Incorrect/Invalid Beneficary account " is "Yes" the as customer to update the bank details from his app

• If the refund  failed more than twice please escalate the issue to the escalation team

Issue Type:

Scenario 1: Order Returned > Pickup Done > QC Check Pass > Refund in Process 

Issue level 1: Refund

Issue level 2: Processed

Issue level 3: 3 to 5 working days

Outside TAT

Issue level 1: Refund

Issue level 2: Completed

Issue level 3: TAT Breached

Scenario 2: Order Returned > Pickup Done > QC Check Pass > Refund failed

Issue level 1: Refund

Issue level 2: Failed

Issue level 3: Bank server issue / wrong bank details

Escalation Synopsis:

Escalation needs to be done under the below mentioned reasons:

1. Refund in Process > COD > Only escalate after the pick up is T+1. 

2. Refund in Process > COD > Technical Issue

3. Refund in Process > Prepaid

Details that need to be captured before Escalating:

1. Order ID

2. Reverse AWB #/Tracking ID

3. Refund failure reason

4. SKU ID/Refund amount

5. Bank Statement or transaction details (if shared by customer)

Note: Please follow the standard subject line provided in the new incident created to escalate.  

Checklist:

1. Order Number

2. Phone Number

3. Email ID

4. Customer Name

5. Tracking ID

6. Tracking status

7. Refund failure reason