Confirmtkt

Train Refunds

  Last Update - Oct 10,2024

Introduction:

This SOP outlines the process for handling train refund-related queries within ConfirmTkt. It covers all possible refund scenarios, the initiation process, and the various refund methods. This ensures that advisors addressing customer issues can provide a complete and thorough resolution. 

Tools:

• Oneview Dashboard
• Freshdesk

 Refund and its medium:

Refund is the process of returning money to a user, either completely or partially, depending on how much of the service was utilized. The refund can be processed through the original payment method or credited to the ConfirmTKT Wallet Account, based on the user's preference.

 Refund to Source:

ConfirmTKT Wallet Account Refund:

• Users can opt for ConfirmTKT Wallet Account refund while cancelling the ticket of a booking via app.
• ConfirmTKT Wallet Account has no expiry and in case of unused for more than 48 hrs system will automatically refund the amount to source.

Important Points:

An Overview of Refund Modes:

Refund TAT:

Different refund sources have varying Turnaround Time (TAT) protocols. The table below provides a complete overview of the TAT for each refund destination.

Work instructions: 

1. Question - When a refund is pending and the Turnaround Time (TAT) has expired,? Answer If this is the customer's first contact, escalate the issue to the Supervisor 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 share that information with them.
2. Question - The customer is inquiring about why the booking is failing, with the booking status showing as "Payment Initiated" 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/ConfirmTkt). Also educate them that ConfirmTkt 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 the transfer from the ConfirmTKT Wallet Account to the bank is successful, but the customer claims they have not received it,? Answer- Inform the customer that the refund has already been processed on our end. If it hasn’t been credited to their account yet and it's still within the SLA, advise them to wait until the SLA is completed or an additional 7 days from the date the transfer was initiated, as banks can 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 the payment status is showing as "Dropped" on OneView,? Answer - We understand your concern, but it appears that your transaction was not completed because you dropped off during the payment process. If you continue to experience these issues, please let us know. You might also consider trying a different payment method for a smoother transaction. Don't hesitate to reach out to our Customer Service team again if you encounter any further problems.
5. Question - The customer is inquiring about a refund after the extended Turnaround Time (TAT) of 7 days has been breached.? Answer - Inform the customer that the refund has been successfully processed. Ask them to review their account statement carefully or contact their bank/wallet/UPI customer support with the RRN/ARN <XXXXXXXX> for verification. If the amount still does not appear in their account, kindly request an updated bank statement from the date of deduction so we can investigate the matter further.
6. Question - When the refund has not been successfully processed/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 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 the booking status shows "Payment Failed" or "Payment Pending" and the amount has not been received on our end, but the customer insists that the amount was deducted and is seeking a 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 contacts us within 7 days of the transaction date. If the customer follows up after 7 days regarding the same issue, reiterate that no amount has been captured. However, if the customer continues to insist, request a bank statement for further investigation.
8. Question - The user is requesting that their refund be processed to a different account because their xxx account is closed.? Answer - In these cases, we will inform the user that we cannot transfer the amount to another account unless they provide proof of account closure. If they can provide this proof, it will help us expedite their request. Adviser will escalate the issue to Supervisor, who will then coordinate with the relevant authorities. However, it's important to note that the ability to change the refund method may depend on the original mode of payment. For example, it might be possible for debit card or net banking transactions, but it may not be feasible for Pay Later options. We will further investigate this matter to determine the possibility.

9. Question - What is the timeline for receiving a refund after canceling a ticket or filing a TDR by emailing etickets@irctc.co.in?? Answer - The time taken and the amount of the refund granted in such cases depend on the specifics of each situation, as determined by Indian Railways. ConfirmTKT and IRCTC will not be responsible for any delays on the Railway's end in these cases.

10. Question - The booking is PDTN. When can I expect the refund to be issued?? Answer - If the refund is intended for the ConfirmTKT Wallet Account, advise the customer to wait for 15 minutes. If it is meant to be credited to a source account other than the ConfirmTKT Wallet Account, inform them to wait for the specific time frame associated with their payment method.