Scenario:
If a customer’s order is cancelled after payment is received.
Agent Action Steps:
Apologize Politely:
We’re sorry, your order was cancelled despite a successful payment. We understand this can be frustrating.
Check Refund Status:
Confirm if the refund has been automatically initiated.
Provide the expected refund timeline Refund will reflect within 3-5 business days.
Assure Follow-Up:
Our team is actively working to ensure your refund is processed without delay. We’ll notify you once it’s done.
Don’ts:
Don’t commit to refunds without checking backend confirmation.
Tagging: Payment gateway>Refunded
DTCODE: DT00026