SOP-Customer Trip Cancellation/Refund Query

Created by Arvind Tiwari, Modified on Fri, 13 Mar at 1:38 PM by Kumarjeet Das

Goal: Confirm the refund status and provide the appropriate next steps (STAN number or Manager escalation).

Step 1: Check Payment Method.
- Action: Admin Panel --- Journeys --- All. Check Payment Mode.
- IF Cash: --- Resolution: No refund is applicable.
- IF Card (Apple Pay/Credit Card): --- Proceed to Step 2.
Step 2: Check Refund Status on Stripe.
- Action: Open Stripe and search for the transaction.
- IF Refund Status is Refunded(STAN is visible):
  - Resolution: Provide the STAN number and advise the customer of the 5 to 7 working day waiting period.
- IF Refund Status is Uncaptured:
  - Escalation Point: Inform the Manager for immediate refund.
  - Workaround: Provide customer with a case ID and promise an update within 2 hours.
- IF Refund Status is Pending/Other(and trip was cancelled on meter):
  - Workaround: Cancel the trip in the Admin Panel.
  - Resolution: Inform the customer their refund is being processed with the standard 5-7 day timeline.