Refund Pending 

Each scenarios are explained below following the defined actions:

CASE 1) Refund not processed

Refund is pending in the below conditions

a)      When the customer is a “HIGH RISK” - Customers flagged by the system for having a fraudulent or unacceptable history on the platform (CRM).

• How to check whether a customer is a High risk or not

• Copy the Order ID shared by the customer over chat. Search it on CRM in "Return & Refund List"

• Scrolling to the right will reflect the status, refer to the below image-

• Inform the customer that their product will undergo a Warehouse Quality Check (QC).

• Explain that if the QC at the warehouse is successful, the refund will be processed.

• Request the customer to wait for 4-5 working days for the process to complete.

• If the customer wants the call & is requesting the same on the chat please initiate the call immediately avoid creating tickets unless urgent & needs on-one attention/ religious follow-ups

• If a High-Risk customer’s QC fails at the warehouse and the customer is back on the platform to know about the refund for the picked product.

• Check if there is any ticket created for “Discrepancy”, if the notes on the ticket state “SALEABLE” we can process the refund. If the notes say “NONSALEABLE” we will inform the customer that the product returned had some discrepancies due to which the refund will not be processed.

• If there are no notes on the ticket, the team is still working on the discrepancy case ensure that the customer is assured of getting a call back from the discrepancy team on the same in max 48 hours.

 b)      Non-quality check Manual pickup - When a product is returned under a NON-QC Pickup, the system does not automatically process a refund because it’s a manual return and the tracking ID is entered manually into the CRM.

• Customers should be informed that they need to wait until the product reaches the warehouse and passes the quality check.

• The turnaround time (TAT) is typically 3-5 days for the product to reach our warehouse, and once there, the quality check will be completed within 24-48 hours.

• If the customer insists on a refund immediately, we can process it by referring to the images of the picked product. They can fill out the refund form here: Refund Form.

c)      Pickup Done on Closed AWB ID – Due to a technical issue, the CRM portal shows the pickup as failed, but the courier panel confirms the pickup was completed. Inform the customer that the pickup was successful, but a tech issue delayed the refund.

• Next, update the correct tracking ID for the pickup, close any duplicate return entries for the same product, and create a new return request using the "Return by yourself" method. Then, update the shipping number as shown in the images below.

• Fill out the refund form and inform the customer that the refund will be initiated within 24-48 hours.

(NEED TO ADD IMAGES)

d)      Bank details missing – For COD orders, customers need to provide their bank account details in the application. Alternatively, they can add a UPI ID or select the Savana wallet for the refund.

e)     Auto refund trigger failure – The refund was not processed automatically after pickup due to a technical issue. Please inform the customer of this issue and request 24 hours to resolve it. Fill out the refund form for refund processing.

f)       If the product is marked as not picked up but the customer no longer has the item:

• Request more information from the customer about the pickup, including text messages from the logistics partner, the FE's contact number, etc.

• Escalate the issue to L3 by creating a Freshdesk ticket with the subject line "Pick Up Dispute."

• Provide the details on the LM ticket, requesting additional time from the customer.

• Ask the customer if they can retrieve the product from the FE so a new return can be initiated.

• Keep the customer updated on the progress of the investigation.

CASE 2) Refund Failed - When the refund which was initated from our end was failed due to tech issue or the beneficiary bank's reversal or non acceptance

a)      Possible causes include bank server downtime, network connectivity issues, account validation errors, transaction limits, or technical glitches. Ask the customer to allow us some time to investigate the issue. Escalate the problem to the L3 team for resolution.

b)     Wrong Bank details added-   For COD Orders: If the customer entered incorrect bank or UPI details, ask them to provide alternate bank details.

For Prepaid Orders: If the account is blocked, closed, or no longer in use, ask the customer to wait while we check with the refund team. If necessary, fill out the exceptional refund form: Exceptional Refund Form.

CASE 3) Refund Successful on CRM-

a)  When the refund is within RBI TAT- This is basically a refund within TAT when the refund is successfully initiated COD/Prepaid but customers not ready to wait for timelines to complete.

• Check the refund processed date, and count if it falls under 3-5 working days TAT.

• Inform the customer about the TAT and request to wait till the 5th working day.

• If "Refund Reference Number" is generated over CRM, share the same with the customer along with other details like Refund amount, refund processed date, and refund account details.

• If the customer appears unclear about the details shared on chat and repeats themselves:

• Check if the customer is comfortable switching to a call instead of a chat for better clarity.

• Immediately attempt to connect with the customer via call.

• Advise the customer to check their bank account post 5 days from the successful refund initiation (both COD and Prepaid).

• Guide the customer that the refund will be reflected in the linked bank account, not the UPI App, if the customer hasn't received any message from their bank after 5 days.

b) When the TAT is breached –

•  Share the complete refund details with the customer.

•  Verify if the refund was processed to the bank account or Savana Wallet.

•   For prepaid orders, request the customer to provide a bank statement from the date of purchase to today.

•  For COD orders, ask the customer to provide a statement from the refund processed date to today.