(User) Order status - FULFILLMENT_INITIATED

Created by Udhanshu Mishra, Modified on Wed, 19 Mar at 8:08 PM by Udhanshu Mishra

If we get Order status like this -

Means the transaction is not confirmed and user may write this its showing in progress/in pending at there end.

We will share the below given response if user is raising this under 48 hours of doing this transaction and select categories as Recharge

2. User problem (In progress/pending)

3. Why happened (Stuck in intermediate state)

"Hi,

Thanks for writing to us.

As per our records, your recharge transaction is still pending at the operator's end. It may take up to 24 - 48 hours from transaction time for us to get a final update from Operator.

Please note: We will initiate the refund in case the transaction fails after stipulated time.

We appreciate your patience and time."

After this hit the update button. Now we are ready to send the response. We do not have to hit send button directly. we will user the downside arrow button for the options and click on

"send and set as resolved".

Now the response is shared and ticket is marked as resolved.

-----------------------------------------------------------------------OR---------------------------------------------------------

If user is creating/re-opening ticket after 48 hours of the transaction and the status remains the same just send the interim response given below and in this case we don't need to update ticket fields.

"Hi,

We apologies for the inconvenience.

We have escalated this to our internal team and will get back to you with an update within 48 hours. We appreciate your patience in the interim."

Now we are ready to send the response. We do not have to hit send button directly. we will use the downside arrow button for the options and click on

"send and set as pending".

Now the response is shared and ticket is marked as pending.

Now what you need to do is - let us (Me or Asad) know about this with the ticket number, we will take it from here.