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Refund not reflected in customer’s account (Prepaid)
Refund not reflected in customer’s account (Prepaid)
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/wallet statement. Once we receive the statement, we need to check the below details
1. Refund Mode
2. Check with RRN
3. Bank statement
In case all the details are correct, still the refund is not reflecting then escalate the same to PG.
Paytm : pg.support@paytmpayments.com
POC : alap.chaubal@paytmpayments.com
: grisha.wadhwa@paytmpayments.com
RazorPay: support.enterprise@razorpay.com
•COD RAZOR PAY : x-enterprise-support@razorpay.com
TAT to escalate: COD : 7 Working Days
Prepaid : 10 working Days
PG investigate the issue and share the resolution in 7-10 working days.
Refund In Processs Prepaid/COD (Weekly Task)
Refund In Processs Prepaid/COD (Weekly Task)
Issue
We have initiated the refund however refund has not been settled in customer's account and shows “Refund in Process”.
Procedure
We gather all the details related to the transaction and share with the payment gateway.
Paytm : Issue need to be escalated in the attached format.
Paytm : pg.support@paytmpayments.com
POC: alap.chaubal@paytmpayments.com
: grisha.wadhwa@paytmpayments.com
RazorPay : Issue need to be escalated in the attached format.
RazorPay : support@juspay.in
PG investigate the issue and share the resolution in 7-10 working days.
Payment deducted but order not Confirmed
Issue
The payment was successful however the order was not confirmed. (After 48 hrs.)
Procedure
Check the below points -
1. Payment received on Paytm/ Razor pay
2. Check on ERP with contact details for duplicate order
Payment received; order not processed -
1. Escalate the case to the China team (Jesse).
2. Once Jesse will confirm that the payment has been received, process the refund from Paytm Dashboard. Click on "Initiate refund".
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