Zendesk customer classification: refunds___credits____refund_status
WHEN TO USE:
If a refund is not reflecting on the customer's end, the OSA will need to check the customer's account credit via CS Portal to check if there is already a credit applied to the profile as well what was the original payment method.
From there: OSA will be able to auto refund the customer provided the payment method was not Ebucks, Mobicred, Voucher, Discovery Miles or Sbux. (These will need to be sent to Finance).
Depending on the payment method used, the time for the refund to reflect on the customer's end averages on 3 - 5 working days.
The payment methods listed below explains exactly how long the refund will take:
1. Credit & Debit
Credit/Debit card refunds are refunded back to the original card and should reflect in their bank account in the next 3 -5 working days, depending on the bank’s processing times.
2. IPay, Payfast, EFT, COD, Masterpass by Mastercard
Refunds are made via EFT to the bank account of the customers choice. We need to know which bank account the customer would like to receive their EFT (electronic fund transfer) refund. Customer needs to reply with their nominated bank account details. This can take 3 - 5 workings to reflect based on the customer's bank processing times.
3. eBucks, Discovery Miles, Mobicred, SBux
Refunds are processed directly to the customer's account and should reflect in 24 hours.
Vouchers are re-issued in the form of a credit with the original value to the profile that is redeemed and is available immediately.
Takealot credit is allocated to your Takealot account directly and is immediately available for re-use.