Incomplete

#Captured #Not Captured #Online Payment Issue

CD: Across Journey → Payment Issue→ Online Payment Issue

Case Description: Customer contacted us to complaint that the amount was deducted from his bank account yet the order is not accepted, we will follow the below process.

If we found a comment saying that the amount was not captured and the customer insisted that the amount was captured we will follow the below process

Notes:

Explain to the CST there is an issue with the online transaction, and the amount will be refunded within 5 to 7 working days (Except Knet will be refunded within 3 Working Days).
If the customer contacted us before the 5 to 7 working days / 3 Working Days for Knet, we will check the BOA comments:
- - Comment found: advise the customer with the OSU reply and leave a clear comment on BOA that the customer has been informed.
  - Comment Not Found: advise the customer to wait and the amount will be refunded to his bank account within (mention the remaining SLA).
If the customer used Voucher and the order status was Incomplete, advise the customer that the voucher will be refunded back to his Voucher Wallet within 5 Mins. - Don't send the case to Refund & Validation team.

Kuwait (KNET)

All deducted KNet orders are being refunded within 3 Working Days.
In case the customer didn't receive the refund after 3 Working Days send a case to refund and validation team, Inform the customer that he will be contacted with 24 hours.

Qpay

All deducted QPay orders are being refunded within 7-21 Days.
In case the customer didn't receive the refund after 21 Days send a case to refund and validation team, Inform the customer that he will be contacted with 24 hours.

Incomplete - Contact Drivers

1st time the customer contacted us: Online Payment Issue.
Customer contacted us before the SLA (5 to 7 Working Days / 3 Working Days for Knet): Following Up on Existing Case.
The case will be sent to Refund & Validation team after the SLA : Online Payment Issue.
If the case is already sent to the R&V team: Following Up on Existing Case.

Incomplete Order and Voucher Issue - Contact Drivers

If the customer wasn't aware that the order status was Incomplete: Online Payment Issue.
Customer aware that the order status was Incomplete and asking for the voucher: Across Journey >> Voucher Issue >> Voucher already used

Script

Hi there! Thank you for using talabat.

From what I can see, there is an issue in your payment process that resulted in your order not being successful. It’s not a big issue, but we have a specialized team to check the deduction of the payment. If the amount was deducted from your account, it will automatically be refunded to your bank within the next 5 to 7 working days!

شكرا لاستخدامك طلبات

أرى أن هناك مشكلة في عملية الدفع الخاصة بك ، لذا فإن طلبك لم ينجح. لا داعى للقلق ، و بخصوص المبلغ المدفوع ، هناك فريق متخصص للتحقق من خصم المبلغ. وإذا تم خصم المبلغ ، فسيتم رده إلى حسابك المصرفي في غضون 5 إلى 7 أيام عمل!

For Vouchers - Incomplete Orders

Order is incomplete: If the customer complained that he used a voucher and the order got in-completed and asked to get the voucher back, advise the customer that the voucher will be refunded back to his Voucher Wallet within 5 Mins. - Don't send the case to Refund & Validation team.

If the customer is not eligible, advise the customer that he's not eligible for this offer and he can enjoy a different offer from deals and offers tab.

Contact Driver: Across Journey >> Voucher Issue >> Voucher already used

If the customer didn't get his voucher back after the SLA, send Salesforce case to refund and validation

Contact Driver: Across Journey >> Voucher Issue >> Voucher not received

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