New Cancellation-Refund- Withdraw Policy

Refunds Gateways and refund timeline

Cancellation – Wallet Refund – Bank Transfer

Booking via Mini APPs:

This process is not applicable on bookings coming from mini apps like EP App, HBL APP or JC 

Booking via Web:

For Web based Bookings where user login is not present, CSR needs to convince the customer to download Mobile APP and Signup/get Registered and then they can cancel the booking and get the refund in the wallet followed by withdraw request to the bank account.

Booking via Mobile APP:

1. Cancellation/Refund into wallet:

Booking cancellation via my booking tab will only be possible when logged in.

1. Automatic Cancellation:

   1. As the CST will cancel the booking it will be reflected into the wallet after due penalties

   2. Example Verticals: Buss 

2. Manual Cancellation:

   1. As the CST will cancel the booking it will not be reflected into the wallet rather it will be shown in the separate portal for separate vertical owners 

   2. Example verticals: Airlines

   3. Use Case: As soon as the airline cancellation comes, it will be notified via notification in the notification bar

   4. CST will mark order as Refund Request

   5. Super CSR needs to fill a penalty, select BM wallet and update the order.

   6. After getting approval the amount will be shown in wallet

2. Bank Transfer:

1. In order to withdraw the amount, CST will fill the form (In my wallet Tab)

2. Form has following tab:

1. Refund Amount

2. Bank Name 

3. IBAN Number

4. Account Title

3. At the same time there is a separate Portal for Finance team where the above mentioned information is there including user info who generated the request

4. This portal have the functionality of extracting the reports, transaction history against the entry, verification by the Finance team user, select multiple entries and bulk action.

Manual Issuance:

• Manual Booking and cancellation via call should be discouraged. 

• Agent will not make any manual booking

• CSR will guide the customer to update the APP from Playstore and can cancel the booking via my booking option – balance will be reflected in the wallet and now CST will be able to make the new booking using these credits.

• Where there is a price addition of new order CSR will guide the CST to add new additional amount via ADD option in the APP

Urgent Cancellation – Incase Bookme is at fault:

In Admin Portal, Wallet request tab, CSR will make a new wallet request but now he will click the check box of withdraw request and need to fill the following:

1. Bank Name 

2. IBAN Number

3. Account Title

With this request will land directly on the Withdraw request Portal. Finance representative need to accommodate such requests at Priority SLA is 2Hrs.

Employee/Student APP:

Booking and Cancelation from these sources will be treated as normal (manually).

Adjusted Orders:

Adjusted orders will be created in case of bus drops, while using the credits in the wallet.