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Train Refunds

  Last Update - Sept 02,2024

Process Flow:

Introduction:

This SOP defines the process for operations within ixigo in case of train refund related queries. Here all the possible refund scenarios and their initiation process along with the different modes of refund will be discussed elaborately so that the advisor working on addressing customer’s issues is able to provide a comprehensive resolution. 

 Refund and its medium:

Refund is the process of returning money back to a user either in full or partial depending upon the extent to which a service is availed. The medium of returning the amount could be the Source of payment, INSTANT, IMPS or IMM as opted by the user. 

 Refund to Source: 1. Refund to source imply refund has been or will be processed/ settled to the same account from which it was deducted. 2. Such refunds are actioned by default in case of transaction taking place in any platform like flight app, web etc other than Train app. 3. In case of Pre-auth/EMI transactions refund is always reversed to the source.

INSTANT Refund:

• This mode of refund is applicable for the payment made via Debit card or Net-Banking in the Train app only.
• Upon payment via Debit card or Net-Banking user can opt for INSTANT refund by updating their desired UPI id.
• If an INSTANT refund attempt is unsuccessful then it is automatically attempted to the source.
• Users can update their INSTANT refund UPI by clicking Profile>>Setup Instant refund>>BHIM UPI

IMPS Refund:

• This mode of refund is applicable for the payment made via Debit card and Net-Banking in Train app only.
• Upon payment via Debit card or Net-Banking user can opt for IMPS refund.
• The refund via IMPS is instantly processed to the desired account. In case of failure or bounce back, the amount will be credited back to the original mode of payment.
• Users are required to opt for an IMPS refund mode by updating their account number and IFSC code by clicking Profile>>Setup Instant refund>>IMPS (Bank Transfer).

IMM (ixigo money max) Refund:

• Users can opt for ixigo money max or IMM refund while voluntary cancellation of a booking via train app.
• Refund is by default credited to IMM in case of a PSBF booking in trains app.
• IMM refund is not applicable in case of EMI or pre-auth transaction.
• IMM refund can be obtained in the source account only. In case of exceptional cases, where ixigo provides an IMM credit, the user can opt to transfer this balance to a desired account.
• IMM has no expiry and in case of unused for more than 48 hrs system will automatically refund the amount to source.

Important Points:

• IMPS, INSTANT and IMM refunds are applicable for train bookings and can be availed via ixigo trains app only.
• In case of a transaction via Payu and Razorpay, refund is triggered directly to the PG bypassing Juspay (If refund is opted to the source).
• Refund details of the transactions which are getting triggered directly to PG are not available in Juspay.
• There are two types of speeds in refunds on Razorpay- Instant and Regular/Normal. (This is their feature, not ixigo’s).
• Instant (speed) is available on all banks in case of UPI, so we do instant refund for UPI for all cases.
• Instant (speed) is also available for Credit Cards of major banks. For debit cards and NB, it's available on very few banks.
• Regular/normal is the default speed. If we don't mention the speed, it goes by this speed.
• If refund with Instant speed is unsuccessful then it is processed by Regular/Normal speed.

A peek into Refund Mode:

Refund TAT:

Diverse refund sources are subject to varying Turnaround Time (TAT) protocols. The following table presents a comprehensive overview of the TAT adhered to for different refund destinations.

Work instructions: 

1. Question - When Refund is pending and oneview TAT is breached? Answer - If this is the customer's first contact, escalate the issue to L2 and advise them to wait 24 hours for an update. If the customer has reached out before, check the communication section for any updates and then share the information.
2. Question - Customer enquiring why booking is getting failed with booking status as Payment Initiated, BInitiated or Payment Failed etc? Answer - Apologise and inform the  customer that the transaction that is initiated by your bank could have failed midway due to server or connectivity issues at either the payment gateway, merchant bank or service provider (IRCTC/Airline/Bus/Hotel operator). Also educate them that ixigo has no control over such failures. However, we are always here to help you and connect with the relevant party to ensure that any amount, if deducted, is refunded to your source account.
3. Question - When IMM transfer is successful but cx saying not received irrespective of INSLA or OSLA? Answer- Inform the customer that the refund has already been processed from our end. If it hasn't been credited to their account yet and it's still within the SLA, advise them to wait till SLA completion or an additional 7 days from the date the transfer was initiated, as banks sometimes take longer to process refunds.If the case is outside the SLA, provide the available ARN to the customer and suggest they contact their bank's customer support to track the refund status.
4. Question - When Payment is showing Dropped on Oneview? Answer - We understand your concern, but it seems that your transaction wasn't completed as you dropped off during the payment process. If you continue experiencing such problems, please let us know. Alternatively, you may want to try a different payment method for a smoother transaction. Feel free to reach out to our Customer Service team again if you encounter any further issues.
5. Question - Customer enquiring about refund after breach of extended TAT of 7 days? Answer - Inform the customer that the refund has been successfully processed. Please review your account statement carefully, or contact your bank/wallet/UPI customer support with the RRN/ARN <XXXXXXXX> for verification. If the amount still does not appear in your account, kindly provide us with an updated bank statement from the date of deduction so we can investigate the matter further.
6. Question - When Refund is Failed? Answer - Apologize to the customer for the inconvenience caused and inform them that, unfortunately, we were unable to process the refund of INR <amount> due to some technical difficulties. Assure them that our team is actively working on the issue and that the refund will be credited within the next 7 days. If this is the customer’s first inquiry, convey this message. For repeat inquiries, check previous communications before providing any updates.
7. Question - When booking status is Payment Failed or Payment pending and amount not received at our end but the customer is insisting that it got deducted and he is looking for refund? Answer - We will inform the customer that no amount has been captured on our end. If any amount was deducted, it will be automatically refunded to their source account within a maximum of 7 days. Share this information if the customer is reaching out within 7 days of the transaction date. If the customer inquires about the same issue after 7 days, reiterate that no amount has been captured. However, if the customer continues to insist, request a bank statement for further investigation.
8. Question - User is saying my xxx account is closed so give my refund in another account? Answer - In these instances, we will inform the user that we cannot transfer the amount to another account unless they provide proof of account closure. If they are able to provide such proof, it will assist us in expediting their request. L1 will raise to L2 and L2 will subsequently take up with relevant authorities.However, it's important to note that the feasibility of changing the refund method may vary depending on the original mode of payment. For instance, it may be feasible for debit card or net banking transactions, but it may not be possible for Pay Later options. We will further investigate this matter to ascertain the possibility.

9. Question - What is the timeline for receiving a refund after canceling or filing a TDR by emailing etickets@irctc.co.in? Answer - The time taken and amount of refund granted in such cases is dependent on the merit of each case and is to be decided by the Indian Railways and IRCTC or ixigo will not be responsible for delays at the Railway end in any such case. 
10. Question - Booking is PSBF, when will the refund be issued? Answer - If the refund is meant to be credited to the IMM, advise the customer to wait for 15 minutes. If it's supposed to be credited to a source account other than IMM, ask them to wait for the time frame specific to the mode of payment.