Payment Success Booking Failed (PSBF) 

 

Last Update - Sept 02,2024

Introduction:

This SOP defines the process for operations within ixigo in case of train PSBF related queries. Here all the possible PSBF scenarios and their refund 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. 

 

 

Payment Success Booking Failed (PSBF) Reasons:

There are several reasons for PSBF. For better comprehension and user management and to ensure clarity, all identified reasons are accessible in our OneView (CRM) platform. The following list delineates these reasons:

  1. CANCEL_BUTTON_PRESSED on the IRCTC page
  2. FORGOT_PASSWORD_PRESSED on the IRCTC page
  3. No seats available: Transaction dropped
  4. Unable to perform Transaction due to Internal error
  5. Unable to Process your Request
  6. You have exhausted the limit of 12 tickets in a month. To book more tickets, One of the traveling passengers should be Aadhaar verified.
  7. General booking not allowed before at this time
  8. PASSENGER NOT IN SAME COACH
  9. Please enter a Flat/Door/Block detail
  10. BOOKINGs are NOT ALLOWED
  11. Unable to Process your Request
  12. Not Authorized for this action
  13. Charting under preparation, Booking not allowed
  14. Booking not allowed as given class for the route is Deleted
  15. UNKNOWN: Means system doesn't recognize reason. Users will be shown that booking is in PSBP and asked to wait for 15 mins.
  16. RECON: Recon means something went wrong on IRCTC page, and we didn't receive any callback from IRCTC, so it was later introspective in recon and after 15 minutes and marked failed. Hence advise users to reattempt after some time.

Among all the reasons mentioned above RECON and CANCEL_BUTTON_PRESSED are the most prominent reasons for PSBF 

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Refund Mode in case of PSBF

If a PSBF occurs, refunds are issued to either the ixigo Money Max Account (IMM) or the original payment source, depending on the platform utilized for booking and the payment method.

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Refund TAT/SLA:

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.

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Work instructions: 

Step No.

Process Steps

Action

Ownership

1.0

Contact received with booking status query post 15 minutes PSBF

 

Customer

1.1

Advisor to verify the correct booking id first

Then check the booking status in the Oneview

L1

1.2

Booking status is PSBF

The advisor should check the booking failure reason and re-book status, then advise the customer accordingly. This will help ensure the ticket can be successfully booked on the next attempt if the rebook attempt is not available or has failed.

L1

1.3

Customer contact received with refund status related query

 

Customer

1.4

Booking status is PSBF

Advisor first to check the booking status in the Oneview and check where the refund will or has been credited, source or IMM

L1 

1.5

Refund to IMM

Advisor will share the refund status as credited to IMM and advise on how same amount can be used in future booking or can be transferred to the source account.

In case amount is not credited to IMM within 15 minutes advisor will share an extended TAT of 24 hrs for the amount to get credited.

 

1.6

 Refund to Source 

Advisor will share the refund TAT as per mode of payment and close.

 

L1 Advisor

1.7

Refund TAT breached (IMM or source)

L1 will raise to L2 sharing the TAT

L1

2.0

Contact received with booking status/refund related query within 15 minutes of booking failure

 

Customer

2.1

 

Advisor to check the timing of booking getting failed in Oneview and advise following to the customer:

Advisor will ask the user to resume the booking from the transaction tab or the Resume tab at the homepage. He just needs to provide the IRCTC password and captcha again.

L1 

2.2

User not interested in resuming the booking

 

Customer

2.3

 

Advisor will share the refund credit timeline of:

  • 15 minutes if it is going to credit in IMM
  • 4 hrs/5 days/7 days etc depending upon mode of payment if Refund is going to Source like UPI/Cards/Netbanking etc.

L1 

 

 

 

 

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Video links:

  1. How to Transfer Your ixigo Money Max Balance: https://youtu.be/3bZ8Duhu0VM
  2. How to Refresh Captcha on IRCTC page: https://youtu.be/AwzavArm2IA
  3. How to Retrieve your IRCTC user id: https://youtu.be/lH1bg7hJOSQ
  4. Reset Your IRCTC Password: https://youtu.be/BRxjewJad6E
     

 

FaQs:

  1. Question - Customer asking why my booking failed? Status in PSBF. Answer - We can check the failure reason in the Oneview and advise the customer accordingly.
  2. Question - Why do bookings get stuck in PSBF? Answer - Bookings get stuck in PSBF because of any user initiated error or IRCTC server error. In both the scenarios the reason gets captured in the Oneview.
  3. Question - The booking keeps failing repeatedly, and the customer is frustrated. How should such cases be handled? Answer - In these situations, always check for the reason behind the failure. For instance, if the failure reason is RECON, inform the customer that the booking failed due to poor server response from IRCTC and suggest they try again later. Here is a list of possible errors: 1. CANCEL_BUTTON_PRESSED. 2. FORGOT_PASSWORD_PRESSED 3. No seats available: Transaction dropped 4. Unable to perform Transaction due to Internal error 5. Unable to Process your Request 6. You have exhausted the limit of 12 tickets in a month. To book more tickets, One of the travelling passengers should be Aadhaar verified. 7. General booking not allowed before at this time. 8. PASSENGER NOT IN SAME COACH 9. Please enter a Flat/Door/Block detail 10. BOOKINGs are NOT ALLOWED 11. Unable to Process your Request 12. Not Authorised for this action 13. Charting under preparation, Booking not allowed 14. Booking not allowed as given class for the route is Deleted 15. UNKNOWN: Means system doesn't recognise reason. Users will be shown that booking is in PSBP and asked to resume with a password. 16. RECON: Recon means something went wrong on IRCTC page, and we didn't receive any callback from IRCTC, so it was later introspected in recon and after 15 minutes and marked failed. Hence advise users to reattempt after sometime.

 

4. Question : Where will the refund get credited in the case of PSBF? Answer - Please follow the table below to ascertain where refund will get credited in case booking is in PSBF