Subject: Re: Refund issue: order id - 6446404075 case id - 200647
From: Shakeeb Arsalan <[email-masked]>
To: escalations dxbteam <[email-masked]>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>
Date: Sat, 29 Feb 2020 04:16:42 -0700 (MST)

Hi Team, 

Kindly assist regarding the following concern. 

Regards 
Shakeeb 

From: "Manish Kumar" <[email-masked]> 
To: "Fauzan Ahmad, Musalman" <[email-masked]> 
Cc: "Seeta Seeta" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Sent: Saturday, 29 February, 2020 13:35:11 
Subject: Refund issue: order id - 6446404075 case id - 200647 

Hi Team, 

Kindly note that the refund for the below order has note been processed as per the Payfort team please see the attached screenshot. 

We request you to please help us with the UTR (Unique transaction reference) for the below refund as per the customer request. 

With respect to order id - 6446404075 which was place on Sep 25, 2019 and its status is ON_VALIDATION_CANCELLED. 

Payment authorisation date: 9/25/19 3:00 PM 
Payment capture date: 9/25/19 3:00 PM 
Refund date: 10/30/19 2:10 AM 

Now the issue is the refund is still not reflecting in the customer's bank statement however deduction is reflecting on the date of 9/29/19. 

​The customer contacted the bank for the same however to check further the bank authority is asking for the UTR (Unique transaction reference). 
​ 
We request you to please do the needful help as the customer has not received a refund. 

Regards, 
Manish