In certain cases, a customer might request for a refund
Depending on the scenario, before you accept to refund - understand why the customer is asking for refund.
Once you have a clarity on the reason, check internally if there is anything that can be done to resolve this (e.g. cases where the customer changes travel plans - we can readily provide a refund. But cases where the customer wants a refund because we cannot get them an appointment for Spain - we can suggest they apply another schengen country and retain a customer)
If refund needs to be initiated, follow the below steps:
Check the exact amount that needs to be refunded (this can be a partial or full amount)
Fill in all columns from A to F. Column G to be updated by Hrutu
Message Hrutu and ask to initiate refund
Once refund is initiated, Hrutu will update column H. Post this, change the status on the platform to “Partially Refunded” or “Amount Refunded” depending on the nature of refund
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