What should an agent do when a client’s money is deducted for a failed transaction but is still not reflected in our account?
⚡Quick answer
- Ask the client to wait 3–4 working days for the automatic refund by Avenues or Razorpay.
- If still unresolved after that period, raise a Zoho CRM ticket under the Payment Tracking category with complete payment details.
- The Accounts Team will respond within 2 working days of ticket submission.
When should I use this guide?
Use these steps only when a payment-gateway transaction fails, the client’s bank account is debited, and the amount does not appear in our account.
Overview
This scenario is applicable only for transactions initiated through payment gateways where the client’s bank account gets debited against a failed transaction.
Step-by-step process
Step 1 — Ask the client to wait
The agent must request the client to wait for 3–4 working days for the amount to be automatically refunded by either Avenues or Razorpay.
Step 2 — Raise a Zoho CRM ticket
If the amount is still not reflected after 3–4 working days, the agent must raise a Zoho CRM ticket under the Payment Tracking category, highlighting the issue with complete payment details.
Turnaround times
When does this not apply?
These steps do not apply to transactions made by methods other than payment gateways or to successful transactions. Follow the standard payment-tracking workflow in those cases.