Order Confirmation Pending

Meaning -  If the customer paid online but the payment wasn't completed or the gateway didn't process it correctly, the order may not confirm within 24 hours, leading to an auto refund in 3-5 working days.

Issue Analysis-  Check the order id customer has shared on CS Panel (ERP) if the payment mode reflects online platform check the date & time order was placed. And if the cusotmer escalates the case under below timelines-

1. On the same date of placing the order-     

• If the customer reaches on escalations or on verloop ask customer to wait for 3-5 working days.

• Educate the customer that auto reversal happens as No payment received for your order ID.

• Do tell the customer to check her legit bank e-statement & not UPI transaction history.

2. Post waiting 3-5 working days -     

• If the customer reaches back, post waiting 3-5 working days still has not got the reversal back, ask the customer to share the PDF statement (from the date of purchase till date)

• Once shared by the customer escalate it to refund team (Child Ticket) with the PDF statement from the date of purchase till date & borrow time of 3-5 working days to investigate it

• Revert the customer back once the child ticket is updated with the remarks 

Important FD Taggings-

• Order Number

• Issue Level 1

• Issue Level 2

• Final Resolution