Billing Issue: Cash Back Offers

Voice/Email Team:-

1. Check CRN/OSN/ORN/KRN if any cashback offer was applied on that particular ride.
2. If the customer ride has ended within 24 hours - Request the customer to wait for next 24 hours.
3. If the customer is calling after 48 hours of ride completion - Check Ola Money report if any credit is given. (How to check Reports?)
4. If no credit is given - Validate the Terms and Conditions of that offer for eligibility - Inform the customer (How to Check Offer?)
5. Post validation, if found the customer is eligible however he has not been given any credit (Cashback) - Raise a ticket under Complaint – Billing Issue – Coupon Applied Incorrectly and inform the TAT - Within 48 hrs. (How to Raise a Ticket?)
6. If Ola Money is credited - Dispose the Call (How to Dispose?)

Email Team:

1. Follow the steps mentioned above.
2. Submit the ticket as the "I need to Escalate this Ticket" and send an acknowledgement email to the customer. (How to Solve/Escalate the Ticket)

Ticketing Team:-

Follow the steps above & process the refund if applicable (How to use Credit/Debit?)