(IF raised by bank)
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 Team,
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, once the operator successfully processes it. "
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