Refund Pending 

Issue Analysis-

•  Check for the order shared from customer's end on CS Panel (ERP)

• Check for the status "All received", which is visible only when the pick up is completed

• Check the mode of payment (Prepaid/ COD) mentioned on the order of the customer & see if the Refund is red color reflects there 

• Please do re-confirm if the order/product was picked as per the customer's claim but is not reflected on the portal ERP or the client portal, then too it will be refund pending for the customer
  
  Each scenarios are explained below follow the defined actions:
  
  

1. High Risk Refund Pending-  Those customers where the system was able to identify the fraudulent/ non acceptable history on the platform i.e. CS Panel (ERP)

• Check the order id from which the case was created

• Copy the same & search it on ERP under new return & refund tab

• If there it reflects High Risk there refer the below image:

Order not yet received in Warehouse

• Check the AWB picked up on client portal that will reflect picked up in transit

• Call customer and borrow time assure them once the product reaches our warehouse & QC parameters are passed the refund shall be automatically processed

• Resolve the case in FD

Order received in Warehouse

• Check the AWB picked up on client portal that will reflect delivered to warehouse

• Check with the order id on FD if any discrepancy ticket created 

• Call customer & borrow 24 hours further to have an update on the refund concern for the high risk order 

• Do educate the customer only once the product passes the QC in warehouse the refund shall be released else not

• Write a note on discrepancy ticket with the customer's input on refund of that particular order

• Resolve the case of yours further inputs will be taken by Discrepancy team
  
  

2. Refund Successful on ERP-  This is basically refund within TAT when the refund is successfully initiated COD/Prepaid but customers not ready to wait for timelines to complete

• Check the AWB/Order id in Return & refund tab in ERP 

• If there it reflects refunded 

• Call & update the customer with the timeline 3-5 working days

• If there is RRN generated do share it with the customer over mail with all the other details despite the call was connected

• Customer need to check the bank post 5 days of the refund initiated successfully (COD/ Prepaid), if there is no message via her bank received
  
  

3. Refund Pending- When the customers product was picked up under closed AWB or due to tech issue the refund has not been initated (rare scenario)

• Copy the order id that is there in the case on ERP 

• Check if any recent AWB is generated & then check it further on client panel of Logistics partner

• Product reflects picked up but closed on ERP-
  A) If on client panel it reflects picked up map it on ERP with the same AWB & if anywhere for the same order & same product has a new AWB generated close that one 

B) Get the refund initiated post the QC & inform the customer about the refund

• Product reflects to be not picked but article not with the customer-
  A) If the AWBs that are there in the same order history closed & on checking them on client portal of logistics partner reflects pick up failed/ pick up cancelled or closed

B) Please enquire more from customer when was this picked , text sms from logistics partner , fe's number

C) Escalate the case to LM via child ticket creation Subject line-Pick Up Dispute

D) Share the details further on LM ticket borrow time from customer

E) Do ask the customer if she can take her products back from FE, so we can re-initiate a new return 

F) Till that time let LM track it & keep the customer updated on the investigation progress

4. 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

• Borrow some time 24-48 hours to share an update on it 

• Escalate the case to Refund Team (Nishant)

• Add Details in child ticket- Order id , sku id, refund amount

• On receiving the remarks from Refund team update the customer on it, if customer CNR mark a complete mail with the refund details

• Resolve the case

    Important FD Taggings-

• Order Number

• AWB

• Fault At

• Issue Level 1

• Issue Level 2

• Final Resolution