Payment got failed - refund status- payment pending
Issue wise | Payment related |
| All Lobs | |
| Cashback not received/Discount not received | 1. we will check terms and conditions . 2. if a coupon is a (one time user coupon) and is already used by the customer , but customer is still asking for Cashback , we will refund the Cashback amount and will inform about the TnC of that particular coupon. 3. if a customer is saying that he/she tried to use the coupon , but that could not be applied , we will refund that coupon or offer amount. Tagging Payment-related bill/invoice issue |
| already paid and still showing pending | 1. we will confirm the amount break up and for which booking amount showing as pending. 2. We click on mark cash paid option on request monet page (we will not regenerate the invoice for the same) Tagging - Payment-related bill/invoice issue |
| incorrect Invoice received | 1. we will confirm the amount paid by the customer . 2. we will download the invoice and check what's wrong. 3. We will fill the outbound form so that customer can get payment summary Tagging - Payment-related bill/invoice issue |
| price dispute with professional | 1. we will confirm the service type , amount and reason of the dispute . 2. anything wrong in the application we will pay to the professional and get the SKU fixed on App. 3. If dispute is due to customer confusion , we will pay the difference amount upto 300 the professional and guide customer to place the request from next time accordingly. Tagging Pre services - booking related |
| Customer need payment link after job ended | 1. we will confirm the amount break up and for which booking need to send the link 2. we will raise it to Sajan and will get this resolved. tagging - Payment-related bill/invoice issue |
| Refund status | 1. The customer raises the concern before TAT, shares the reference number, and informs the expected refund date. we can check RRN on this link https://ops.urbanclap.com/monet/payments If No RRN generated , check with Sajan 2. The customer raises concern after TAT, RRN, and CMS numbers have already been generated; inform the customer about refund completion; Fill out the outbound form as proof that the amount has been refunded from our end. 3. In payment got failed cases we will tag under Payment-related Payment gateway. |
Canned responses for Payment related cases: - https://cx-vip.helpsite.com/categories/25763-payment-related-all-lobs-canned