Checking IM and IMM Balance

 

Last Review Date : Sept 02,2024

 

 

Introduction:

This SOP defines the process for operations within ixigo in case a customer is not able to check the IM and IMM balance.

 

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Work Instructions: 

Step No.

Process Steps

Action

Ownership

1.0

Contact received stating I am unable to see my IM/IMM balance

 

Customer

1.1

 

Advisor first to check the details on Oneview

L1

1.2

Balance showing available in IM/IMM wallet

 

 

1.3

We will ask user to check the same from his app

Advisor to share the below steps with the cx. 

  1. Login from the ixigo app/web
  2. Click on “ixigo money”

L1

1.4

In case user wants to use the IM amount for his booking

 

Customer

 1.5

 

The advisor will inform the customer that he can use INR 10/- only at one go in a Train booking.

INR 10 ixigo Money will be automatically deducted during his booking. 

L1

1.6

In case user wants to use the IMM amount for his booking

 

Customer

 1.7

 

The advisor will inform the customer that he can use 100% of his ixigo money max amount on a Train booking. IMM on in train booking is consumed by default.

 

2.0

Customer wants to transfer the IM amount to Bank

 

Customer

 2.1

 

Agent to inform the customer that he can’t transfer IM balance to his Bank account

L1 Advisor

2.2

Customer wants to transfer the IMM amount to Bank

 

 

 2.3

 

Agent to share the steps to transfer the amount from IMM To Bank:

  1. Login ixigo app
  2. Click on “ixigo money”
  3. Click on “initiate refund”
  4. Select the option of “Transfer money”
  5. Click on “Confirm”

 

Agent to share the video link to transfer the amount from IMM To Bank
https://youtu.be/3bZ8Duhu0VM

L1 Agent

2.4

Customer not able to transfer the amount from IMM to Bank

Failing due to:

Very old IMM balance in his account (more than 6 months) and user is not able to transfer

OR

 Transfer is failing to source account due to technical difficulty or unknown reason

 Customer

 2.5

 

Agent to check and raise the issue to L2.

L1 Agent

 2.6

 

L2 team will check the same with backend Tech team and share the resolution to the customer via Freshdesk

L2

 

 

FaQs

 

  1. Question : How much ixigo money can I spend on a booking? Answer : You can use INR10 on a train booking(Min booking amount INR 250) and 100% of ixigo money balance on a single Flight & Hotel booking.

 

  1. Question : How can I transfer the IM amount to my bank account? Answer : You cannot transfer the amount to your bank account or any other ixigo account

 

  1. Question : What is ixigo money / ixigo money max? Answer - ixigo money is our virtual currency where 1 ixigo money = ₹1. Since there is no limit on how    much ixigo money can be spent on one booking, you can use 100% of your ixigo money balance on a single flight booking. Also, you can use ₹10 on train bookings.In case your train booking gets cancelled or doesn’t go through, your refund will instantly be transferred and stored in your ‘ixigo money max account’. You can redeem 100% of your ixigo money max balance to re-book your train ticket or on your future train flight and hotel bookings. Alternatively, you can also transfer the entire amount to the original payment mode (source account).

 

  1. Question : What is the validity of my ixigo money and ixigo money max balance? Answer : Your ixigo money earned while booking has a validity of 60 days from the date of credit to your account and ixigo money earned as part of promotion will have a variable validity. ixigo money max doesn't have any expiry.

 

 

  1. Question : What are the benefits of using ixigo money max? Answer -  1. Instant refunds in your ixigo money max account on booking failure/cancellation 2. 100% redeemable on train and flight bookings. 3. Completely transferable to the original payment mode 4. Unlimited validity

 

  1. Question : How can I add any money from my bank account to ixigo money/ ixigo money max account? Answer : You cannot add any money to your ixigo money or  ixigo money max from any external sources.
  2. Question : Can I club ixigo Money, ixigo Money Max and any other payment mode while making any booking? Answer : Yes, you can club all the three and make payment if required balance is available.
  3. Question : My booking attempt through the Flight app failed. Why hasn't the refund been credited to my ixigo Money Max account? Answer : Refunds are credited to the ixigo Money Max account for failed train bookings (PSBF) only when the attempt is made via the train app. If a booking fails on any other platform, such as the Flight app, the refund is credited back to the original source account.
  4. Question : Customer doesn’t wish to redeem the available IMM balance in the train ticket booking. Can he do that? Answer : No, in case IMM balance is available it will be redeemed by default while train booking. However in case of flight or hotel he can opt out of the same.
  5. Question : Customer has applied for club payment that is IM, IMM and bank account. While refunding, what will be the order of preference? Answer : In case of refund order of preference for refund will be IM>>IMM>>Bank Account