(User) Order status - ORDER-COMPLETED (BNR)

First of all compare the Transaction date and time - 

If the user has raised this ticket just after doing the recharge (for example user did recharge on 16th March 11:37 am and raised ticket on 16th March 11:45 am) we can consider this as successful transaction and share the below mentioned response. (We are considering this successful because sometimes it takes few minutes to visible benefits at user end. This waiting period is 1 hour, means we can't send this response if user creates ticket after 1 hour of the transaction)

" Hi,

Thanks for writing to us.

As per our records, your recharge transaction has been successfully processed by the operator. You can directly contact the Operator's customer support with the Reference ID for a quick status update.

Kindly get back to us in case the operator still denies the transaction. "

Before sending resolution we have to update update the ticket fields - 1. Category (Select Recharge in this case)

2. User problem (select according to user; ex - in pending or benefits not received etc)

3. Why it happened (Select according to the above selection. ex - successful, stuck etc)

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If user is creating ticket after 1 hour of the transaction  (for example user did recharge on 16th March 11:37 am and raised ticket on 16th March 12:38 pm)  we will send the interim response given below and put the Order ID along with ticket no. in BNR sheet.

At this time we don't know the final status so we don't have select the ticket fields. Just paste this response and select "Send and set as pending."

BNR sheet will look like this -