If the status on Workbench is "FAILED" and the payment status on Razorpay is "REFUNDED." Please inform the customers that the refund will be credited to the source account in 5-7 working days.
(Create Ticket)
If the TAT Period (5-7) is exceeded but funds are still not credited to the source account. We must request the customer to share the Source Bank account statement from the date of the transaction to till date and update the information in the Google form below. https://docs.google.com/forms/d/e/1FAIpQLScAnyjlS4m9faTQwZP6yNjgAfNx4N5510bP1BdG_Ujct8br1Q/viewform
If the status on Workbench is "Processing" and the payment status on Razorpay shows "Captured," please inform the customers that the funds will be credited to the SBM account in 24 - 48 hours. (No ticket)
If the status on Workbench is "Failed" and the payment status on Razorpay shows "Captured". Please inform the customers that the funds will be credited to the SBM account in 5-7 working days (explain the meaning of working days and give the expected date of credit to users).
(Create Ticket )
Make sure to share alternate Add money via IMPS/NEFT with the SBM AC details (share bank profile steps in case Cx is unable to find AC details (offline customers)).