Embedded Files
Customer Ride Was Cancelled / No Show / Closed With No Extra Fees But the "Extra Hold" Amount Wasn't Refunded
Investiagate the case the case by checking on Payfort
If the amount is "Void", inform the customer with the following:
"We have released the authorized amount. It usually reflects instantly but could take a couple of days on the bank's end"
If the amount is "Authorized", inform the customer that we will escalate the case to the designated team, and it should be resolved within 2 business days.
Submit a Freshdesk complaint using the steps shown here
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Has my Extra Hold been released
Contact Type 3: Yes - Informed of release.
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Has my Extra Hold been released
Contact Type 3: Not released due to a tech issue
If the amount was captured due to extra fees explain the fees to the customer and use the below case/issue:
Contact Reason
Contact Type 1: Payments & Charges
Contact Type 2: Has my Extra Hold been released
Contact Type 3: Captured due to waiting/dynamic charges
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