Buyer contacted us that to follow up the withdrawal refund that it is not yet processed and it is already beyond the expected timeframe (7 days). Proof of the last email is a plus.
Kindly check the following before proceed:
With existing case:
Acknowledge the concern and inform the buyer about the status of the case and advise to anticipate the update via email within 24 to 48 hours
Without existing case:
Acknowledge the concern and advise the buyer that we will coordinate with the assigned department. Create case (On-hold) > Create Child case (Open) then transfer to Alipay
Escalation Template:
Customer name:
Buyer ID:
Email address:
Phone number:
Amount:
Bank:
Valid ID and SOA if applicable:Â