(User) ORDER-CALCELLED-REFUND-COMPLTED or FAILED

If user raise a ticket and you get this status on CSR board, it means user has cancelled the ticket and eligible for refund.

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/Merchant ID and find the same in our internal sheet "Nuclei_Manual_Refund_2022 - 24" ("In bus sheet") if we found the booking ID we will send the below response and set the the field as Bus-> Refund not received -> Auto refu.. expected delay

Response - 

"Hi

Thank you for writing to us.

As per our records, your Bus booking has been canceled. As per the 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 booking partner 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 - Bus -> Refund not received -> Auto refu.. expected delay)

Response - 

"Hi,

Thanks for writing to us.

As per our records, your booking has 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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