Incomplete Carraige / talabat credit

#Captured #Not Captured #Wallet issue

CD: Across Journey → Payment Issue→ Wallet Issue

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

Notes:

To know if the order amount is higher or less than the available amount on Talabat Pay Wallet, we will follow the below steps:
1. Check the Order amount from BOA.
2. Check the talabat wallet from BOA.
3. From Balance, you will be able to know the available amount on talabat credit wallet

In this screenshot, the customer had 42.00 AED at 5:35 PM and he placed an order at 9:37 PM with 64.17 AED which is higher than the available amount on his Wallet

In this screenshot, the customer had 199.99 EGP on his talabat wallet on the 26th of Oct and the customer placed an order on the 15th of Jan with 481.30 EGP which is higher than the available amount on his Wallet

To know if the amount was deducted from the customer's talabat wallet, we will follow the below steps:
1. Check the Order time from BOA.
2. Check the talabat wallet from BOA.
3. From the Date and amount, you will be able to see the order exact time and total amount deducted

Notes:

If we will send the case to Refund and validation, we need to check the screenshot shared by the customer first to make sure if the amount was refunded or not.
- Refunded: Advise the customer that the amount is refunded.
- Not Refunded: Check the customer's Last Orders and make sure that s/he didn't place any new orders using talabat credit.

Incomplete - Contact Drivers

1st time the customer contacted us: Across Journey → Payment Issue→ Wallet Issue
The case will be sent to Refund & Validation team: Across Journey → Payment Issue→ Wallet Issue
If the case is already sent to the R&V team: Following Up on Existing Case.

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