(Bank) Booking confirmed on CT portal

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