? SOP: Refund Form – Correct Reason Selection Process

Created by Kumarjeet Das, Modified on Fri, 13 Mar at 1:29 PM by Kumarjeet Das

✅ 1️⃣ Cancellation Fee Waiver – Correct Selection

When to Use:

For cases where customer cancellation fee needs to be waived/refunded.

Correct Action:

Select “Cancellation Fee Waiver” (Newly Added Reason)
Do NOT select “User Cancelled”
Do NOT select “Others”

Important Notes:

For Limo Trips:

First validate the case with the driver.
Confirm the reason before raising the waiver.
Add a detailed and clear summary in the refund form.

For Taxi Rides:

Driver validation is not required
Proceed as per policy

⚠️ 2️⃣ Use of “Others” – Strict Restriction

“Others” should only be selected in rare scenarios
Use only when no appropriate refund reason is available
Avoid using “Others” for convenience or common cases

? Compliance Note

Incorrect reason selection will be marked as a IN valid and will be rejected by the team which result in delay in refund processing.
All advisors must strictly follow this updated process.