SOP — Refund Processing (Full & Partial Refund)

Created by Helpdesk Travelclub, Modified on Mon, 16 Feb at 1:43 PM by Helpdesk Travelclub

When processing a refund through the system, confirm with Arun that the amount has been credited to the correct account. If you are unable to process the refund through the Travelclub portal, inform Arun immediately and ensure the refund is processed accordingly,

Additionally, make sure the cancellation invoice is issued to the agent once the refund is processed.

A. Full Refund Procedure

Eligibility Check
Verify booking details, fare rules, and supplier refund policy.
Supplier Confirmation
Obtain written confirmation from the supplier confirming the booking is eligible for a full refund.
Backend Verification
Cross-check supplier backend records and booking status.
Refund Calculation
Confirm the full refundable amount with no hidden deductions.
Agent Communication
Inform the agent/client about the approved full refund.
Refund Processing
Process the refund through the original payment channel.
Documentation
Record all approvals and communications in the system.
Closure Follow-up
Monitor until the refund is completed and confirmed.

B. Partial Refund Procedure

Eligibility Check
Review cancellation/amendment policy and refund rules.
Supplier Confirmation
Obtain written confirmation of the partial refundable amount.
Backend Verification
Validate refund breakdown from the supplier.
Refund Calculation
Calculate the exact refund after deductions.
Agent Communication
Clearly inform the agent about deductions and final refund value.
Refund Processing
Process the approved partial refund.
Financial Safeguard
Ensure the refund is processed without financial loss to the company.
Documentation & Tracking
Maintain records for audit and follow-up.

Please note that for any refund cases involving financial details, Arun must be informed and looped into the communication for visibility and approval. Kindly include Arun in all related correspondence to ensure proper financial tracking.