We will have 2 scenarios where customers will reach out for refunds:


1. Order Cancellation refund

2. Uninstallation refund


For both cases, search the ticket in Freshdesk and check the updates on it.


TAT for refund is 5 - 6 working days.


Once the case is assigned to the refunds team, it will take 5 - 6 working days for the refund to be processed. Customers will receive a unique link via SMS/Email. Once they click the link, customers can enter their UPI ID or Account number and redeem the amount.
TAT for Credit - Immediately the amount will get credited if the customer has not received the amount then inform them to wait till 24 working hours.


New ticket: If any new ticket is raised, close it as "Duplicate Closed"
Old ticket: Update the notes, Select the following properties
                  -> Status: Open
Note: Do not change any other properties apart from Status.