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The Customer Is Requesting Money That Is On His Wallet To Be Removed From The Wallet And Refunded To His Bank Account
This is acceptable in any case except double booking cases, you can check is the amount in the wallet was refunded for a double booking case or not by checking the tickets and chat histories of the customer.
Exception: If the balance amount is due to compensation from our side such as "Dynamic Fare adjustments or Valid Charges (second occurrence)" the amount cannot be transferred from the customer’s wallet to their bank account.
Inform the customer that we will transfer the amount within 24 business hours from our side, and usually it takes around 5 working days depending on the bank.
Create a Freshdesk complaint as shown here following the below Template:
C: Customer Name
A: The customer requested a transfer of the balance from the wallet to their bank account.
R: Please transfer the amount to the customer's bank account.
E: Amount - Card No.
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