CX-Pest Support Center
Contact Us
  1. Support
  2. Payment Related
  3. Payment Failure

Payment Failure

ScenarioPayment Failure
OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?
Canned Responses (Level 1)I apologize for the inconvenience caused to you regarding the payment. I will check the payment status and get back to you right away, Allow me 2-3 mins
Agent Action 1Check the Payment dashboard
Calling RequiredCX/PX - No
Sub scenarioPayment Failure
Payment Captured at UC		Payment Failure
Payment not captured at UC		TAT over but amount not refundedRefund initiated within TAT but customer says refund not received False Booking Status
Canned Responses Level 2We regret to inform you that your booking was unsuccessful due to a server connectivity fault that occurred during the request placement. We will be initiating the refund from our end to our bank account because the money has been received at our end. The amount will be refunded back to your source account within  5-7 working days as per RBI Norms. You can expect the refund to be credited by xx date.
Note - ( Agents need to calculate 7 working days and mention the same)
Apparently the transaction failed, so the payment didn't go through. If there is a deduction, it will be refunded back within 5 - 7 bank working days as per RBI norms. You can expect the refund to be credited by "xx" date . You will receive the refund in the bank account linked with your ( Paytm ,Google pay ,UPI, Phonepe). Meanwhile, please place a new booking using the "Pay After Service" option. Note - ( Agents need to calculate 7 working days and mention the same)

I appreciate your patience. The refund amount ____was already processed on this Date ___ Please use this RRN number ___  to check the refund status with your bank. There is a possibility that it is stuck at the gateway end due to a technical problem. We would request you to same validated with your respective bank as it has been over 5-7 working days.
I appreciate your patience. The refund amount ____was already processed on this Date ___ Please use this RRN number ___  to check the refund status with your bank. We would request you to same validated with your respective bank as it has been over 5-7 working days.
We regret to inform you that your booking was unsuccessful due to a server connectivity fault that occurred during the request placement. We will be initiating the refund from our end to our bank account because the money has been received at our end. The amount will be refunded back to your source account within 5-7 working days as per RBI Norms.You can expect the refund to be credited by xx date.
Note - ( Agents need to calculate 7 working days and mention the same)

Agent action -  Cancel the booking where status is showing as open (false) or in process.
Closing I hope we were able to assist you today. Please do not hesitate to contact us, if you require any additional support. Thank you for interacting with Urban Company!
I hope we were able to assist you today. Please do not hesitate to contact us, if you require any additional support. Thank you for interacting with Urban Company!
I hope we were able to assist you today. Please do not hesitate to contact us, if you require any additional support. Thank you for interacting with Urban Company!
I hope we were able to assist you today. Please do not hesitate to contact us, if you require any additional support. Thank you for interacting with Urban Company!
I hope we were able to assist you today. Please do not hesitate to contact us, if you require any additional support. Thank you for interacting with Urban Company!
Parking StatusNoNoNoNoNo