ixigo TAT Sheet : Confirmtkt

S.No	Scenarios	Sub-Scenarios	Timeline	Remarks	Terminal Action
1	Refund (Before initiation)	Debit Card/Credit Card/CRED	5 days	The refund TAT should be communicated based on the payment method when the refund has not yet been initiated, ensuring the expected timeline is shared in advance.	NA
		Netbanking/EMI	7 days
		UPI/Instant refund	4 hours
		UPI (Extended TAT)	7 days
		IMM	15 minutes
		Wallet / AXIO / SimplPay / TWID/ ZESTMONEY	4 hours
		IMPS	2 hours
		Razorpay/Payout	4 hours
2	Refund (Post initiation)	Refund Success	As per Oneview	Refer to Oneview under "Refund Info" for the refund TAT when the customer contacts us before the provided TAT in Oneview has been breached.	NA
		Refund Pending (Oneview TAT breached)	24 hours	For an update on the pending refund status	L2 ticket to be raised
		Refund Failed	7 days	To credit the amount from the date L2 ticket is raised	L2 ticket to be raised
		As per customer Refund not recieved & Oneview TAT breached (As per Oneview Refund is successful)	7 days	This is extended to credit the amount from the TAT as per Oneview	Agent will share the ARN number (If available) & will ask customer to check with CC of his bank
3	ARN/RRN number	ARN/RRN number is not available in Oneview	72 hrs	Raise ARN/RRN request when it is extremely important or user asked	L2 ticket to be raised
4	Payment success booking pending (PSBP)	In train PSBP status is not visible to customer. It is only visible to us in the Oneview. To customer we show please retry with the IRCTC password again.	15 Mins for IMM refund and Variable TAT for Source refund	For booking via Train ixitrio and iximatar refund will be credited to IMM and iximaad,iximaio, web & m-web refund will be source only	Your booking is almost done! Simply complete this booking by entering your IRCTC password in the Retry Booking flow. No additional payment will be required. In case the booking is not successful, the amount will be refunded to your ixigo money max/source account within 15mins/other timeline
4	Payment success booking pending (PSBP)		15 Mins for IMM refund and Variable TAT for Source refund
5	Payment success booking failed (PSBF)	Original payment source	As per Mode of Payment	Refer Transactional details in oneview for mode of payment
		IMM	15 minutes	Refund will be credited to IMM for bookings made via the Train app. The 15-minute window starts from the time the booking first entered PSBP.
		IMM	15 minutes
		IMM TAT breached	24 hrs	To credit the amount into IMM	L2 ticket to be raised
6	Payment initiated/ Payment pending/ Payment failed/Booking Initiatied/Payment Pending Booking failed/Failed	Payment captured	As per payment mode	Check the Transactional details in Oneview to ascertain mode of payment
6		Payment not captured	7 days	Check the Transactional details in Oneview to ascertain if any amount is captured	Response:If in case any amount is deducted it shall be auto refunded in 7 days.
7	Cancellation (Voluntary)		As per payment mode	If user aproaches post cancellation and refund is yet to be initiated
7	Cancellation (Voluntary)	TDR	NO TAT	Refund will be processed once received by ixigo from IRCTC	In case cx is adament raise L2 to check the TDR refund status. Ask for 24 hrs to wait.
8	Cancellation (Involuntary)	Waitlisted auto-cancellation	4 hrs+MOP	4 hrs post departure time for refund initiation +MOP
		TAT breached (in case of Waitlisted Auto Cancellation)	3 days+MOP	3 days post travel date for refund initiation +MOP
		Train cancelled	3 days+MOP	3 days post travel date for refund initiation +MOP
9	Refund discrepancies	If & when less refund is initiated	3 days	For validation+ updation	L2 ticket to be raised
10	Refund not initiated	More than 2 hours	7 days	To credit the amount irrespective of mode of payment or refund source	L2 ticket to be raised
11	IMM transfer/Refund to source		4 hours	Incase the payment mode is UPI
		TAT breached	7 days	Extended TAT only for UPI(If refund is not credited to account as per user) but successful as per Oneview	L2 ticket to be raised only when transfer status is Transfer Initiated (more than 4 hrs) or Reversal
			7 days	For other payment modes
12	ixigo account disable	Cx asking to disable to delete ixigo account	24 hours	Deletion or deactivation request will be executed within 24 hrs	L2 ticket to be raised
13	Supervisor Callback		1 hr	The agent will transfer the call in real time. If the supervisor is busy on another call then, the agent will follow this TAT.	Transfer the ticket to the Supervisor's queue, where the Supervisor will handle it.
14	Manager Callback		30 min	The supervisor will transfer the call in real time. If the manager is busy and if not available then, the agent will follow this TAT.	Manager will pick the case from Supervisor's queue.

ixigo TAT Sheet Print

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