(Bank) Booking cancelled but Refund not received

If you get a ticket by user saying refund not received even ticket was cancelled a few days back. It generally happens when user cancelled the ticket by contacting airline directly. In this case we and our booking partner Cleartrip didn't get the updated status and ticket remains in confirmed status. We we do in this case we contact Ceartrip team and ask them to cancel the ticket from there end and initiate the refund to us. Once we get the refund from Ceartrip we refund this manually to user in 7 working days.

## Now to resolve the ticket, copy the order ID and check the order status - You will get status like "FULFILLMENT_INITIATED" , "FULFILLMENT_SUCCESS" , "ORDER_COMPLETED" , "ORDER_CANCELLED-REFUND_FAILED/COMPLETED"

FULFILLMENT_INITIATED - (We will use the same step if user is saying booking is in pending state and the OS is this. Just select the ticket fields accordingly; like Flight -> My booking is in pending -> stuck in inter...) Usually we get this status when the transaction goes in "pending" status, but doesn't mean it's unsuccessful. We will click on the details under "Transaction History"

You will get details like this - Now click on Order details tab

Now you will see these info - 

If you can see the External order ID, means the request was reached to CT and now we will copy this external ID and check in CT dashboard if the ticket was successful.

Here we can see the booking was confirmed and we will inform the same to user - 

Response -> 

"Hi Team,

As per our records, the flight ticket has been successfully booked. The ticket has been sent to user's registered email ID. Kindly ask user check the email inbox.

We request user to call the airline 48 - 24 hours prior to the departure to check if there are any terminal/date/time changes in order to avoid any inconvenience."

Ticket Fields ->

Flights -> User problem (according to user) -> Successful or according to the user problem.

Send and set as Resolved

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Now if bank is still saying ticket not received just open the "ticket not received article" or if user is still denying the status and saying its cancelled just follow the below given steps of ORDER_SUCCESS where we are escalating this to CT team to re-check and update the status.

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"FULFILLMENT_SUCCESS" , "ORDER_COMPLETED"  - Now if you are getting these status we will confirm the status with CT team first and send interim response to user. 

*Check the external booking ID in CT dashboard. You can see 3 status --> 1. Booking Confirmed   2. Booking Pending   3. Refunded.

1. Booking confirmed - If booking is confirmed and user is saying cancelled. Means they have cancelled the ticket without using our platform so we don't have the updated status. In this case we will contact CT and they will check the latest status by contacting Airline.

Click on forward button in FD and enter the CT contact details in To. and in CC: enter CDNA cxteam members email.

and paste the below given response and send.

Follow the steps - 

Hit forward

Response -  

"Hi Team,
As per the customer, the ticket has been canceled but refund is still not received. Kindly check & confirm.
Booking id
Case # "

Now we have to send the interim response to user.

Response - 

"Hi Team,

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

Ticket fields we don't need to update. --> Send and set as waiting for third party.

Now when we get the revert from CT this ticket we reopen and if CT is saying booking is not cancelled and in confirmed state treat this ticket as we treated FULFILLMENT_INITIATED ticket and send that response that booking is confirmed but if they are saying "We have cancelled it and will be refunded in 5-7 working days". Send below response to user and set ticket field - Flight -> flight canceled but refund not received -> refund pending at CT (No exactly but like this) 

Response - 

"Hi Team,

As per the update from Cleartrip, the bookings have been canceled any refund applicable will be processed in 7 business days once we receive it from the airline. Appreciate your patience.  "

Send and set as Resolved

2. Booking pending - If you get the status as Booking Pending on CT dashboard means this can be confirmed or may not be. In this case we will as user to wait by sending below response. 

Response -

"Hi Team,

Currently, we are awaiting confirmation from the airline carrier for your booking. We will confirm the status of the ticket with the airline and notify you via email and SMS.

In case the booking fails we will process a full refund to your source account within 7 working days. "

Ticket Fields - Flights -> Booking in pending -> stuck  Send and set as resolved

3. Booking Refunded/Cancelled - We get this status means CT has cancelled the ticket and initiated the refund.  (Cancelled means CT has cancelled but not imitated the refund yet for these we don't need to check excel sheet we can directly send the response last response in which we are saying its cancelled and will be refunded in 7 days)

a) In this case we will check if we have initiated this refund from our end as well. To check this copy the Booking ID and find the same in our internal sheet "Nuclei_Manual_Refund_2022 - 24" ("In flight sheet") if we found the booking ID we will send the below response and set the the field as Flight -> Refund not received -> Auto refu.. expected delay

Response - 

"Hi Team,

As per our records, the flight booking has been canceled. As per the airline's cancellation policy, we have initiated the refund to the customer's Bank account.

Below are the refund details for your reference:

Order Id:  (You will get in the sheet)

Date of refund initiated: (You will get in the sheet) 

Amount: Rs. (You will get in the sheet) 

It usually takes 7 working days (excluding Saturday, Sunday, and other public holidays) from the initiated date for the refund to reflect in the bank account."

Send and set as Resolved

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b) If you can't find the booking id in sheet, means recently CT has initiated the refund and we have not processed it yet. 

In this case send the below response and mark it Send and set as Resolved  (Ticket field - Flight -> Refund not received -> Auto refu.. expected delay)

Response - 

"Hi Team,

As per our records, the bookings have been canceled any refund applicable will be processed in 7 business days once we receive it from the airline. Appreciate your patience.  "

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ORDER_CANCELLED-REFUND_FAILED/COMPLETED  - If you get this status in CSR board, means user has cancelled the ticket using our platform and the refund will be initiated automatically to user. We will just ask user to wait for 7 days.

Send below response and mark it Send and set as Resolved  (Ticket field - Flight -> Refund not received -> Auto refu.. expected delay)

Response - 

"Hi Team,

As per our records, the bookings have been canceled any refund applicable will be processed in 7 business days once we receive it from the airline. Appreciate your patience.  "