(User) Booking Refunded Cancelled on CT Portal

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

Thank you for writing to us.

As per our records, your flight booking has been canceled. As per the airline's/bus operator’s/ cancellation policy, we have initiated the refund to the same Bank account through which you paid.

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 your 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,

Thanks for writing to us.

As per our records, your 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,

Thanks for writing to us.

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