Payment Done Booking Not Found (PDTN) 

 

Last Update - Oct 10,2024

Introduction:

This SOP establishes the procedure for managing operations within ConfirmTKT related to train PDTN queries. It provides a detailed explanation of all potential PDTN scenarios, the refund initiation process, and the different refund methods, ensuring that advisors can offer complete and accurate resolutions to customer issues. 

 

Tools Used:

  • Oneview Dashboard
  • Freshdesk

 

 

Payment Done Booking Not Found (PDTN) Reasons:

There are different reasons for PDTN. To ensure better understanding, easier management, and clear communication, all identified reasons are listed on our OneView (CRM) platform. The following is a breakdown of 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

 

 

Refund Mode in case of PDTN

If a PDTN occurs, refunds are issued to confirmTKT Wallet

A screenshot of a computer screen Description automatically generated

Refund TAT/SLA:

Refund will get credit to the customer ConfirmTkt wallet account within 15 minutes.

 

 

 

Step No.

Process Steps

Action

Ownership

 


1

Contact received with booking status query post 15 minutes PDTN

 

Customer

 


1.1

Advisor to verify the correct booking id first

Then check the booking status in the Oneview

Adviser

 


1.2

Booking status is PDTN

The advisor should review the booking failure reason and re-book status, then inform the customer accordingly. This will help ensure a successful booking on the next attempt if rebooking is not available or has failed.

Adviser

 


1.3

Customer contact received with refund status related query

 

Customer

 


1.4

Booking status is PDTN

The advisor should first check the booking status in OneView and verify whether the refund will be or has already been credited to the ConfirmTkt Wallet Account.

Adviser

 


1.5

Refund to ConfirmTkt Wallet Account

Advisor will share the refund status as credited to ConfirmTkt Wallet Account 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 ConfirmTkt Wallet Account 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 will get initiate within 48hrs .

Adviser

 




1.7

 

Advisor will share the refund credit timeline of:

Adviser



●       15 minutes if it is going to credit in  ConfirmTkt Wallet Account



●     7-10 days depending upon mode of payment if Refund is going to Source like UPI/Cards/Netbanking etc.



1.8

Refund TAT breached ConfirmTkt Wallet Account to Source

Adviser will raise to Supervisor sharing the TAT

Adviser



 

 

 

 

 

Video links:

  1. How to book train ticket through resume booking: https://youtu.be/p0R0ANCRSIs
  2. How to Refresh Captcha on IRCTC page: https://youtu.be/AYSf3zA519o
  3. How to book a train ticket online: https://youtu.be/g6p_mEccNOo
  4. Reset Your IRCTC Password: https://youtu.be/BRxjewJad6E

 
 

 

FaQs:

  1. Question - Customer asking why my booking failed? Status in PDTN. Answer - We can check the failure reason in the Oneview and advise the customer accordingly.
  2. Question - Why do bookings get stuck in PDTN? 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 and 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

 

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