COD Refund

Manual Return

Issue

• Issue 1: Bank details not added by the customer

• Issue 2: Incorrect Bank details added by the customer in application

• Issue 3:  Manual / NON-QC Pickup raised by the agent but refund A/C not selected

• Issue 4: Pickup done on closed tracking ID

• Issue 5: Pickup done by IDP / DELHIVERY PLUS

Procedure

Issue 1

•  Do not raise the return on the customer's behalf until the return window has expired or customer was facing technical issues or any other issues.

• If the First return is created by us, Post creating the return customer will get the option to update the bank details in his app. By following ME-- -Refund /Returns-- And select the return. Under the order customer will  get the option to update the bank details

Issue 2: 

• Sharing incorrect bank details is not possible now as while raising the return we are validating the account by doing the penny testing on the bank account and also verifying the UPI Ids too

Issue 3: 

• If the previously customer created any return by himself and updated the bank account number or UPI while raising the return, That updated bank account Number and UPI id will reflect in "Return & Refund List" and under the return/Refund, you can select the bank account which was updated by the customer.

Technical Issue

Issue

• Disbursal in account Failed/ Beneficiary account is down

• The refund was processed from our end, but it was not successful due to server issues. 

Procedure

• Please follow the sheet to understand what needs to be done for different refund failures. Click Here to access the file

Wrong account details were updated by the customer.

Issue 

• While submitting the return by mistake the customer has entered incorrect/invalid details.

Procedure

Issue 1: Refund failed

• Sharing incorrect bank details is not possible now as while raising the return we are validating the account by doing the penny testing on the bank account and also verifying the UPI Ids too

• In case customer refund failed due to the incorrect bank account or UPI id customer will get the option to update the bank account/UPI from his app By following ME-- -Refund /Returns-- And select the return. Under the order, customer will  get the option to update the bank details

Issue 2: Refund processed already in the account

Give service denial to the customer and ask to check with his bank, If customer does not agree below steps needs to be follow.

1. Share the issue with the refund team over the Charge Back sheet

2. Refund team raise the “Charge back”with the “Razor pay” PG, Below are the Email ids

• x-enterprise-support@razorpay.com

• sunmeet.bawa@razorpay.com

3. TAT for the resolution 45-60 days

4. Meanwhile “Razor pay PG” will investigate the issue and share the final resolution within the TAT.

Refund not reflected in customer’s account (COD)

Issue

• Refund has been processed by our end; however, the customer is complaining that the amount is not reflected in her account.

Procedure

Ask the customer to share the bank statement. Once we will receive the statement, we need to check the below details - 

          1. Bank name
      2. Account number
      3. Check with RRN 

In case bank statements are correct and still refund not reflected then issue needs to escalate to the PG “Razor Pay”  along with all details to the below-mentioned email ids.

RazorPay:   x-enterprise-support@razorpay.com

                    :  sunmeet.bawa@razorpay.com

             PG investigate the issue and share the resolution in 7-10 working days