? Purpose
To ensure prompt, transparent, and consistent resolution of customer complaints where refunds have been initiated but not yet reflected in the customer's bank account or wallet.
? SOP Steps
Step 1: Acknowledge and Collect Details
Collect the following details:
- PNR number or Order ID
- Mode of payment (Card/UPI/Wallet/Net Banking)
- Date of cancellation or failed transaction
- Bank Account details (last 4 digits)
- ARN (if provided)
- Screenshot of wallet/bank statement (optional for escalation)
Step 2: Verify Refund Status
Check refund initiation status in the Oneview. Confirm:
- Refund initiated date
- Refund reference number (RRN/ARN)
- Amount refunded
- Destination (wallet/bank/card)
Step 3: Refund Timelines Reference
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Step 4: If Refund Is Delayed or Not Received
• Provide ARN to customer (if available)
• Advise them to check with their bank using the ARN
• In case of invalid ARN claim, escalate to Payment Gateway team
? Escalation Criteria
Scenario | Action |
Refund marked successful but not in account after 7 days | Share ARN and escalate to Payment Gateway |
ARN given but bank cannot validate | Escalate to Payment Gateway with customer bank details |
Refund not initiated at all | Share the transaction ID immediately to Supervisor and share estimated timeline |
Refund failed at gateway | Share the transaction ID immediately to Supervisor and share estimated timeline |
Dispute raised in bank | Advise customer to wait for bank response, check chargeback responce |
❓ Common Questions & Answers (Customer Scenarios)
- Q: I had cancelled my ticket 15 days ago but still haven’t received the refund?
A: We’re sorry for the delay. Your refund was initiated on [DATE] to your [bank/wallet]. Typically, it takes 5–7 business days. Could you please confirm if the bank account ending with [XXXX] is correct? If you still don’t see the amount, we can share the ARN to help your bank trace it.
- Q: I tried booking my ticket, but it failed. It was added to my wallet, then I requested a refund but still haven’t received it.
A: We understand your concern. The wallet refund was processed on [DATE]. It usually reflects within 1–2 business days. Can you please check the transaction history of your Bank Statement.
- Q: I’ve called multiple times and was told the refund was initiated, but I can’t find the amount in my bank account.
A: We apologize for the repeated inconvenience. The refund was processed via [MODE] with reference number [XXXX]. We’ll share the ARN so your bank can track the transaction. If it’s not traceable, raise Dispute .
- Q: I’ve got the ARN from your end, but the bank says they cannot validate it. Why was it not proposed properly?
A: We apologize for the inconvenience. Please check the bank statement if you are not able to find the refund amount please raise Dispute.
- Q: I was told my refund hasn’t been initiated even though I cancelled 1 month ago. I was asked to share account details, but no update.
A: We regret this delay. As per our records, the refund initiation is still pending. We will now prioritize your case and initiate it today. Please confirm your account details once vis email for a offline/direct NEFT refund and allow 1–3 business days for reflection.
- Q: I raised a dispute with my bank two weeks ago and still haven’t received the refund. What’s the delay?
A: When a bank dispute is raised, the refund is handled by your bank under chargeback process. We recommend waiting for their final resolution.
? Templates for Support Team
Reply 1: Refund Initiated But Not Received
Dear [Customer Name],
Thank you for reaching out. Your refund for /PNR [XXXX] was initiated on [DATE] via [MODE] with reference [RRN/ARN XXXX]. It typically reflects within [X] working days. If not received, we suggest checking with your bank using the ARN.
Let us know if you need further help.
Warm regards,
[Your Name]
Customer Support Team
Reply 2: Refund Not Yet Initiated
Dear [Customer Name],
Apologies for the delay. We found that your refund for order/PNR [XXXX] was not initiated. We’ve now escalated your case and will ensure it is processed within 2–3 business days.
Thank you for your patience.
Regards,
[Your Name]
Customer Support Team
Reply 3: ARN Not Traceable
Dear [Customer Name],
We’ve shared the ARN [XXXX] for your refund processed on [DATE]. If your bank is unable to trace it, we will escalate this to our payment partner for further investigation.
We’ll keep you updated.
Regards,
[Your Name]
Customer Support Team