DOC 01 · CS Reference

Bank Returned Process

/returned-bank-process

If the partner bank encounters an issue while processing the transaction, or if the beneficiary bank returns the transaction, it moves to a Returned status and then changes to Bank Returned.

Once the transaction status changes to Bank Returned, an auto refund RFI is raised. A notification on the customer's app/web and an auto email will be sent to the customer's registered email address requesting them to upload refund details/documents (bank statement of the source bank).

If a customer contacts to check on the refund status

First, check the status of the transaction. If the transaction is in a returned status, check the RFI logs and the status of the RFI.

1. If the RFI is NOT responded — request the customer to update the RFI, or request the customer to share the details/document while you are on the Chat/ticket and upload it on the RFI. No Zendesk ticket needs to be raised.
2. If the RFI is responded but it is more than 24 hours — raise a Zendesk ticket to the Refunds team.

If the customer contacts to check the reason for the Return / Refund

1. Click on the Response tab.
2. Check the error description.
3. To know the reason for the return, click on the Return Reason Description link.
4. If you are unable to find the reason via the link, raise a Zendesk ticket to the Payops team.