Refund Status

Opening	Welcome to Urban Company! I’m [Associate Name]. How may I assist you today?
Canned Responses (Level 1)	I apologize for the inconvenience caused regarding your payment.
Canned Responses (Level 2)	May I know the booking date and service type against which you are looking for the refund to be credited?
	Thank you for sharing the required information with us. Please allow me some time to check. May I place your chat on hold for 2 minutes?
Agent Action 1	For automatic refunds, check on the Payments Page: Click on the Transaction ID to open the details. Scroll down to the Refund Requirements section. Click on the (+) sign to expand the refund details. Check Online Refund Attempts: Scroll further to the Online Refund Transaction Attempts section. Click on "Show" to view the transaction details. Identify the RRN: Look for the Success Reference Number in the refund details. Share the RRN with the Customer: For refunds processed manually by UC: Click on Actions > Refunds > Share status with the customer.
Sub scenario	Customers reaching before 7 working days	After 7 working days, TAT crossed	. NEFT Refund(Manual refund from UC)	NEFT refund is disapproved by finance team:	UC Credit not received
Agent Action 1	Access the Dashboard: Open the dashboard: https://ops.urbanclap.com/monet/payments. Locate the Transaction: Search for the relevant Transaction ID related to the customer's refund. View Refund Details: Click on the Transaction ID to open the details. Scroll down to the Refund Requirements section. Click on the (+) sign to expand the refund details. Check Online Refund Attempts: Scroll further to the Online Refund Transaction Attempts section. Click on "Show" to view the transaction details. Identify the RRN: Look for the Success Reference Number in the refund details. Share the RRN with the Customer: Inform the customer that the Refund RRN serves as proof that the refund has already been processed from our end. Guide the Customer: Advise the customer to check the refund status through the UrbanCompany application by navigating to the My Bookings section. Share TAT: Inform the customer that the refund should be reflected in their account within 5 to 7 working days, depending on their bank.If RRN is already generated and the customer says no refund received >>> fill the outbound form and inform the customer that we are sending confirmation for the same and close the case.	Check the refund RRN number(https://ops.urbanclap.com/monet/payments ) share the refund RRN with the customer to check from his bank>>> Inform the customer to check the status on his/her application by clicking on view project and the on my booking section>>> if RRN is already shared and customer saying no refund received >>> .If RRN is already generated and the customer says no refund received >>> fill the outbound form and inform the customer that we are sending confirmation for the same and close the case.	click on actions>>click on refunds>>if Completed share the CMS number with the customer>>Refund not initiated check the particular ticket and initiate the refund and give TAT. If CMS is already generated and the customer says no refund received >>>.If CMS is already generated and the customer says no refund was received >>> fill out the outbound form and inform the customer that we are sending confirmation for the same and close the case. We will be guiding these steps on those cases where we are initiating the refund via NEFT . We need to make sure we are initiating the refund on the source request only. We need to proactively guide the customers on every request on which we are initiating the refund via NEFT. Steps to check: 1. Click on My Account and then My Bookings. 2. Under my bookings, open the particular booking on which the refund has been initiated. 3. Swipe down to the About your service section and click on the refund option.	Ask the customer to update the Alternate bank details and share the TAT again,	Click on Initiate Refund. If the refund is not initiated, proceed to initiate it. If the refund is not approved and the customer reaches out to us within 24 hours, advise the customer to wait until the 24-hour TAT is completed- If the 24-hour TAT is over, escalate the case to Sajan Sharma . Rishabh and Karuna For any emergency cases, immediately raise the issue to Karuna and Sajan for resolution.
Canned Responses Level4	Thank you for your patience. As per our records, the refund was processed on [Date] for Rs. [Amount] from our end. Please be assured that the bank generally takes 5-7 working days to process the refund. Expect the refund by [date] . In case it has been more than 5-7 business days, we kindly request you to validate the status with your respective bank. You can also track the refund status on the application by clicking on my bookings, viewing projects, select refund status.	I would like to inform you that a refund of 400 has been initiated on the complaint raised on 16th April for kitchen cleaning. please find the CMS /RRN (Mention RRN) for the refund You can also track the refund status on the application by clicking on my bookings, viewing projects, select refund status. in case it has been more than 5-7 business days, we kindly request you to get the same validated with your respective bank. .If RRN is already generated and the customer says no refund received >>> fill out the outbound form and inform the customer that we are sending confirmation for the same and close the case.	I would like to inform you that your refund of 400 rs has already been refunded on 24th April. please find the CMS No. Within 7 working Days- Please be assured, the bank generally takes 5-7 working days, in case if it has been more than 5-7 business days, we kindly request you to get the same validated with your respective bank. Expect the refund by [date] . You can also track the refund status on the application by clicking on my bookings, viewing projects, select refund status. .If CMS is already generated and the customer says no refund was received >>> fill the outbound form and inform the customer that we are sending confirmation for the same and close the case.	I would like to inform you that your refund has been disapproved by our finance team due to [Reason]. Hence, we have re-initiated the refund as per your updated bank details. Please be assured that the bank generally takes 5-7 working days to process the refund. Expect the refund by [date] . In case it has been more than 5-7 business days, we kindly request you to validate the status with your respective bank.	-
	Closing script Hope we are able to help you today, feel free to reach out if any further assistance is required, Thanks for connecting with Urban company.