Subject: Re: [#360718] Fwd: [#200647] - Reimbursement of deducted money
From: Seeta Seeta <[email-masked]>
To: jessie caparas <[email-masked]>
Cc: Lifestyle <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, malik ismail <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Sat, 29 Feb 2020 23:15:34 -0700 (MST)

Hi Jessie, 

Please accept my apology for this. I have just discussed the case with the agent and clarify his doubts. 

Thanks & Regards, 
Seeta Kunwar 

From: "jessie caparas" <[email-masked]> 
To: "Lifestyle" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "malik ismail" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]> 
Sent: Sunday, March 1, 2020 11:29:54 AM 
Subject: RE: [#360718] Fwd: [#200647] - Reimbursement of deducted money 

[ mailto:[email-masked] | @Seeta Seeta ] [ mailto:[email-masked] | 
@Fauzan Ahmad, Musalman ] [ mailto:[email-masked] | 
@Shakeeb Arsalan ] 

Why are we asking payfort to process the refund? 

Is there a doubt/confusion related to refund processing? 

Looping [ mailto:[email-masked] | 
@Malik Ismail ] 

From: Payfort Helpdesk <[email-masked]> 
Sent: Friday, February 28, 2020 7:19 PM 
To: [email-masked] 
Cc: Escalations Dxbteam <[email-masked]> 
Subject: Re: [#360718] Fwd: [#200647] - Reimbursement of deducted money 

External email sender, please take precaution. 

Hi Manish, 

​ 

Good evening! 

​ 

Please be advised that we are not authorized to perform the refund on behalf of our merchants. 

​ 

Hence, we require you to do the fillowing steps in order to refund the transaction from your side: 

​ 

Login to your account ( [ https://fort.payfort.com/ | https://fort.payfort.com ] ) and select the Order Transactions Management Tab. 

Search for the transaction by FORT ID or Merchant Reference or Date. 

Match the transaction details by the Date and Time, Amount and AUTH #. 

A drop-down menu is shown on the lefthand-side of the page called "ACTION". 

Select the REFUND option and enter the amount whether it's partial or full and proceed. 

When the status says ACCEPTED, it means that the request for refund has been accepted by the Acquirer and to be processed which shall reach the customer's account within 7-14 working days or depending on the cardholder's Issuing Bank Internal Policy/ Terms and Conditions. 

You may provide your customer the AUTH number in case they would want to follow up with their bank. 

We hope you find this information helpful. 

​ 

Best regards, 

	

Jovelyn Vicencio 

Senior Merchant Services Executive 

	

Phone: UAE +971 4573 9800 (Option 2) 

Email: [email-masked] 

On Fri, 28 Feb at 9:51 AM , Lifestyle <[email-masked]> wrote: 

Hi Team, 

Thank you for your response. 

With respect to order id - 6446404075 we request you to please help us to process the refund to the customer as he is chasing us continuously. 

Thank you for your help. 

Regards, 

Manish 

BQ_BEGIN

On Tue, 25 Feb at 2:21 PM , [email-masked] <[email-masked]> wrote: 

Hi Manish, 

​Good Afternoon and I hope you are doing well 

​ 

As per the merchant reference 6446404075 provided this transaction has no refund request as you can see in the below screenshot : 

​ 

Please let me know if you did like me to send you the refund steps ,once you can action it let me know so I can provide you with the RRN number for the client to track his refund with his ban . 

​ 

Let me know if you have further questions . 

​ 

Best Regards, 

	

Noor Natour 

Support Executive 

	

	

Ph: UAE +971 45739800 (Option 2) 

Email: [email-masked] 

BQ_BEGIN

On Tue, 25 Feb at 6:08 AM , Lifestyle <[email-masked]> wrote: 

Please take a look at ticket [ https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/200647 | #200647 ] 

Hi Team, 

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 see the attachment and do the needful on a priority. 

Regards, 

Manish 

BQ_BEGIN

On Tue, 25 Feb at 5:54 AM , Lifestyle <[email-masked]> wrote: 

Hi Amna, 

Thanks for your response. 

We are truly sorry for the inconvenience caused to you. 

We would like to inform you that we are checking the issue with the relevant team and will get back to you as soon as possible. 

Feel free to reach us out for any further assistance. 

Your friends, 
The Support Team 

BQ_END

BQ_END

BQ_END

360718:58665 
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com