Refund Process

#Credit #Bank #non registered #TC Refund Policy

Talabat Refund Process

For Registered Customers

We will refund any online paid order "Debit Card / Credit Card" (TMP & TGO) on

Talabat Credit

Except Oman

We will ask the customer if he wishes to get the refund back to his bank account or talabat credit and we will take the action from the BOA based on customer's desire

Bank SLA: 1 Working Day

Use the below scripts

Note: If the customer left the chat before choosing the refund method, we will apply the refund to its source.

Ex: If the order was paid by credit card, we will refund the amount to the bank.

English Script:

Would you like me to refund your order amount to your Talabat Credit instantly, it's basically a balance in your Talabat account that you can use to order from any restaurant that accepts online payment and it expires after 12 Months or to your Bank Account and the amount will take 1 working day to be refunded?

Arabic Script:

هل تريد مني أن أعيد مبلغ طلبك إلى رصيد طلبات الخاص بك على الفور، فهو رصيد في حسابك على طلبات يمكنك استخدامه للطلب من أي مطعم يقبل الدفع الالكتروني وتنتهي صلاحيته بعد 12 شهر أو إلى حسابك المصرفي والمبلغ سوف يستغرق يوم عمل واحد ليرد المبلغ الى حسابك؟

Note:

If Oman order got canceled from Restaurant Side - Logistics - Automatically, the amount will be refunded automatically to the source (i.e. if the order was paid Online, the amount will be refunded to the bank account, If the amount was paid by Talabat Credit, the amount will be refunded automatically to the customer's talabat account)

As for the rest of the countries, If the customer wants to get his refund to his bank, advise him to take the action from the app.
If the customer asked for the steps, follow this link.

Note: If the customer refused to take the action from his side and asked to get the amount back to his bank account by us, we will send SalesForce case to Talabat Cases - Refund & Validation, and the SLA to refund the amount will be 5 to 7 working days in all countries.

Talabat Credit Expiry

Refunded (Full / Partial) or Purchased Expiry: 12 months - will show in the app for the customer.

All countries can purchase Talabat Credit by their debit and credit cards (Top-Up) Except Talabat Oman & Egypt.

NOTE:

* We must advise the CST that Talabat credit works with Online Orders Only.

Tap on Phone - New Payment Method

We have launched a pilot for a new payment method which is called Tap-on-Phone. It basically allows customers to pay through a card on delivery.

This is being tested in Dubai with 66 riders.
When a customer places a cash order and it is assigned to 1 of the 66 riders the customer will receive an SMS below. This SMS will inform them about the new payment method.

Customers will not see Tap-on-phone payments as a payment option on talabat app
Customers must have a Contactless/WIFI, debit/Credit card to use this feature

Tap on Phone Refund Process:

If the order needs to be canceled (Post Delivery Scenarios), we will ask the customer to share 2 screenshots, one from the SMS that he/she received announcing the new payment method and the second one is the SMS/email that he/she received indicates that the amount has been deducted.
Inform the customer that he/she will be refunded via talabat Credit.
Send the case to refund & Validation team.
If the customer insisted to be refunded via bank, leave a clear comment in the case description before sending the case to Refund & Validation team (SLA 5 to 7 working days)

How the rider will deduct the amount?

Riders will be using Android phones.
Once they reach the customer's location, drivers will ask the customers if they want to pay with their card
If the customer agreed, rider will insert the order amount and customer mobile number
Rider will scan the customer card on the phone.

Useful Buttons

Refund Scripts

Refund to Source

Please check the Refund Fraud Process before cancelling any online paid order

For Non-Registered Customers

We will promote Talabat credit for the Non-registered customer and advise him with the below:

Inform the customer that you need to register on Talabat to get the benefit of Talabat credit refund option, but for this time we will refund you on your bank account.

Carriage Refund Process

Ask the customer if he/she wants the refund on Carriage Credit or their bank account, and take the action from BOA.

We MUST inform the customer with Carriage Credit Terms & Conditions:

Carriage credit works with Online Orders Only.
Expires after 12 months.
Note: If the customer changed his mind and requests to revert the amount from Carriage Credit to the bank, we will send a Salesforce case to Refund & Validation and the SLA to refund the amount will be 5 to 7 working days in all countries.
If the customer left the chat before choosing the refund method, we will apply the refund to Carriage credit.

Canceled From Shield Refund SLA

Any amount should be refunded to its source, if the payment method is bank, the refund should be to the bank, if it's TC, the refund should be to the wallet.

Any Credit Card/ Benefit /Egypt Debit orders will be refunded to the bank.
1. - Credit Card orders will be refunded automatically.
  - Benefit /Egypt orders will be refunded by the finance team.
Any Talabat credit orders will be refunded automatically to the wallet.
Any Knet orders, we will take the refund action from BOA to the bank.

(Note: SLA is the same normal process)

Important Note: we will not take action to change the cancellation reason nor Refund action for these orders
(except for Knet, take the action to be by bank only).

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