If bank has raised this ticket and the order status is like this -
We will consider it as BNR (benefits not received) case.
we will send the interim response given below and put the Order ID along with ticket no. in BNR sheet.
"Hi Team,
We have escalated this to our recharge partner and will get back to you with an update within 48 hours. We appreciate your patience in the interim. "
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 -
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