Double Payment / Overcharge/ Incomplete/ Partial Service -Updated SOP
| Double Payment / Overcharge/ Incomplete/ Partial Service SOP | |||||
| # For all Refund cases checking customer fraud score is mandatory ,No refund should be given to customer with fraud score 75 and 100.If pro confirms then only we will refund to the customer ,if pro is denying for any of the below mentioned scenario or pro is not contactable then we will politely deny for the refund. | |||||
| # Pro calling is mandatory in "Incomplete service, double payment & overcharge related cases, 2 calls in 1 attempt | |||||
| Incomplete / Partial Service | Double Payment | Overcharge | |||
| Pro Reachable | Pro not Reachable | Pro Reachable | Pro not Reachable | Pro Reachable | Pro not Reachable |
| If the Partner Reachable - Explain the issue and VOC of the customer, if partner agrees for the deduction - Deduct the diff & give the refund to the customer if partner Doesn't agree for the deduction - Do not deduct the amount, but still give the refund to the customer as per the VOC | If the Partner is not Reachable - PNR - Do not deduct the amount from the partner , but still give the refund to the customer as per the VOC | Ask customer to share the screenshot if both the payment is done online. "If the Partner Reachable - Explain the issue and VOC of the customer, if partner agrees for the deduction - Deduct the diff & give the refund to the customer if partner Doesn't agree for the deduction - Do not deduct the amount, but still give the refund to the customer as per the VOC" | Ask customer to share the screenshot if both the payment is done online .If the Partner is not Reachable - PNR - Do not deduct the amount from the partner , but still give the refund to the customer as per the VOC | If the Partner Reachable - Explain the issue and VOC of the customer, if partner agrees for the deduction - Deduct the diff & give the refund to the customer if partner Doesn't agree for the deduction - Do not deduct the amount, but still give the refund to the customer as per the VOC | If the Partner is not Reachable - PNR - Do not deduct the amount from the partner , but still give the refund to the customer as per the VOC |
| NOTE- Refund Cases on requests older than 1 Year needs to be approved by CL or above. . These approvals are to be taken by IE associates/team leads before the refund is initiated. Refunds are NOT to be initiated without the approval email. The ticket will be parked till the time the approval is not received and the customer will be informed that we need to discuss this case internally and would need some time before circling back with them. | |||||
| Pro Deduction Form-- | https://docs.google.com/forms/d/e/1FAIpQLSfXWzgpq6q5j7MGrERRVwKNZtvvJ1uZIoi9mfKfJEGgj1qT2w/viewform | ||||