Once the client confirms the Refund method, and the reservations team confirms that the reservation is cancelled, then we can proceed with our REFUND Process.
According to the customer’s payment method, and the DM instructions, we will proceed with one of the two options:
- Wallet Refund:
In case the customer paid using wallet credit, then the amount will be refunded back to the same wallet.
To do that, we take the same post we sent in the (GTO Members request to cancel) group and forward it to Members Credits | Group Chat | Microsoft Teams , mentioning the amount that should be refunded back to the specific product used
(EX: xxx GBP to be refunded back to Magic Pass).
Once we submit, we inform the customer that the refund is expected to be reflected in the wallet within 48 hours.
- Credit Card Refund:
In case the customer made a payment for the cancelled booking using his Credit Card, and the customer would like to be refunded to the same payment method, so we need to do the following:
- We take the same post we sent in the (GTO Members request to cancel) group and forward it to Client refund requests | Group Chat | Microsoft Teams
- Attach the link to the original post of client payment, confirming the payment method.
- Inform the client that the refund is expected to be issued within 30 working days and there will be a 5% admin fee – ensure using the template.
IMPORTANT NOTE:
If the customer contacted us back regarding an issued Refund that did not reflect within 30 working days, so we should:
- If the query is raised well before the 30 working day timeline, first check the group to confirm the request was included and sent. Once confirmed, advise the client the standard processing timeline is 30 working days, please use the template.
- If the query is raised close to 30 working day deadline, first check the group to confirm the request was included and sent. Once confirmed, then follow up with the DM to check on the progress.
- If the query is raised after the 30 working day timeline, first check the group to confirm the request was included and sent. Once confirmed, immediately escalate to DM to resolve the issue asap.
- Forward the same post we sent in (Client Refund Requests) group to the Refunds follow ups | Group Chat | Microsoft Teams
- Mention the DM to follow up with the relevant team, and inform the client.