(User) Wrong mobile no. entered

Created by Udhanshu Mishra, Modified on Wed, 19 Mar at 9:22 PM by Udhanshu Mishra

Sometimes user entered wrong mobile number and ask us to cancel the recharge and do refund but in this case we can not revert it.

## Check the transaction's order status on CSR board. if the order is successful then use below mentioned response and in ticket fields select 1. Category - Recharge

2. User problem - Wrong mobile number entered

3. Why happened - Refund not applicable

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.

Response -

"Hi,

Thanks for writing to us.

As per our records, the operator has successfully processed your recharge transaction. We are sorry to inform you that the reversal of a transaction on a wrong number cannot be done from our side once the operator successfully processes it. "

## If the customer is lucky and somehow recharge got failed you will get the order status as "Fulfilment_failed_refund_failed/completed"

use below mentioned response and in ticket fields select 1. Category - Recharge

2. User problem - Wrong mobile number entered

3. Why happened - Others

Response -

"Hi,

Thank you for writing to us.

Apologies for the inconvenience. As per our records, your recharge transaction was unsuccessful. The amount will be auto-refunded to your same bank account through which you paid in 7 working days."

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.