PSBP Trains

 

Last Review Date : Sept 02, 2024

 

Introduction:

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

 

Work instructions: 

 

Step No.

Process Steps

Action

Ownership

1.0

Contact received with booking status related query within 15 minutes from the time of booking

 

Customer

1.1

 

Advisor to check the booking status on Oneview

L1 Advisor

1.2

Booking status is PSBP

 

 

 1.3

 

Advisor will ask the user to resume the booking from the Transactions Section on the ixigo web/app. He just needs to provide the IRCTC password and captcha again.

Also, advisor needs to inform the customer that he need not pay anything again. If the refund was already done to IMM and user has transferred this amount back to his account, user will be asked to pay for the booking

L1 Advisor

1.4

User not interested in resuming the booking

 

Customer

 1.5

 

Advisor will inform the cx that booking status will change to failed after 15 mins from the time of booking and will share the refund credit timeline of: 1. 15 minutes if it is going to credit in IMM . 2. 4 hrs/5 days/7 days etc depending upon mode of payment if Refund is going to Source

 

L1 Advisor

2.1

Contact Received post 15 mins of the booking time

 

Customer

2.2

 

Advisor to check the booking status on Oneview

L1 Advisor

2.3

Booking Stuck in PSBP

 

 

2.4

 

Advisor to raise such cases to backend teams (L2 or trains support), who in turn will raise it to Tech team via CTS to understand the reason for stuck case. Also, advisor should check the status of IMM refund via oneview

L1 Advisor

2.5

Booking in Failed State

 

 

2.6

 

Advisor to inform the customer about failure status, reason for failure

 Advisor should guide the customer as to how he/she can attempt the booking again via the app/web by using the retry booking option.

L1 Advisor

2.7

Booking in Confirmed State

 

 

2.8

 

In case the booking gets confirmed, the e-ticket will be automatically sent to the customer via email and Whatsapp. If the customer has not received the same, agent can download it via oneview and share with the customer over email

L1 Advisor

 

 

 

 

 

 

 

 

Payment Success Booking Pending (PSBP) UI Flow

TARA Verbiage: 

 

 

 

 

 

 

 

Resume Booking Flow

 

Important Video links:

  1. This video shows how users can reset IRCTC Password: https://youtu.be/BRxjewJad6E
  2. Video on how to use IMM: https://youtu.be/WJxiSTC_Nvc
  3. Video on how to check/transfer IMM:  https://youtu.be/3bZ8Duhu0VM
  4. Video on how to refresh Captcha:  https://youtu.be/AwzavArm2IA

Ensure to Share above Videos based on relevancy of the cases: Based on Failure reason

 

FaQs:

  1. Question : Customer saying what happened to my booking? The booking is in PSBP. Answer : Whenever a booking is in PSBP, advise the customer to click on resume booking and provide the IRCTC account password again. If booking still doesn’t get successfully booked it will be auto refunded.

 

  1. Question : Why does booking get stuck in PSBP? Answer : Bookings get stuck in PSBP when there is no response from IRCTC. This can sometimes be caused by incorrect credentials provided by the customer. Note that the PSBP status is never shown to the customer; instead, they will always see a "resume booking" option.

 

  1. Question : What should be done if a customer's booking is stuck in PSBP for more than 15 minutes? Answer : If the booking has been stuck for over 15 minutes, ask the customer exactly what is being displayed on their screen. When IRCTC servers are slow to respond, the PSBP duration may be extended, which is reflected in the customer’s user interface. Based on the customer’s feedback, provide appropriate guidance. Remember, any booking stuck in PSBP will eventually reach its final status, which is PSBF, if it is not successful.

 

  1. Question : Where will the refund get credited in case booking is in PSBP when terminal status is PSBF? Answer : Please follow the table below to ascertain where refund will get credited in case booking is in PSBP and gets failed subsequently

           

 

  1. Question : If the booking status is PSBP in Oneview and the customer is insisting on canceling the booking, what should be done in such cases? Answer : We will inform the customer that the booking cannot be canceled at this moment and advise them to wait until the status reaches its final state automatically.

 

  1. Question : Customer asking what will be my refund when the booking is stuck in PSBP? Answer : We will advise that incase booking is not successful you will get the entire amount refunded.