1. Manual Refund - wallet withdrawal (account deletion and service lapsed) - downgrade - remaining hours refund
1.1. 1. Obtain bank details from users
1.2. 2. Inform member that refund will be made within 7-14 working days
1.3. 3. Convert chat into Freshdesk ticket
1.3.1. Freshchat tagging to be used: L1: Payment and Claims L2: Refund / Reimbursement L3: Non-fuel (Cash only)
1.3.2. Status: Pending
2. Check EFR reimbursement status
2.1. Guide member to check the reimbursement status on the app
2.1.1. Launch SOCAR app
2.1.2. Tap on Booking > Ended
2.1.3. Search for the correct booking and tap on it
2.1.4. Tap on Fuel reimbursement to check on the status of the request
2.2. 1. Confirm the Booking Reference Number
2.3. 2. Search for the booking on Gearbox
2.4. 3. Expand the booking card and Click on 'Fuel reimbursement
2.5. 4. Click on the reimbursement
2.6. 5. Check the reimbursement status
2.6.1. Approved Check the reimbursement method and advise the time frame to get the reimbursement Wallet - 24 hours Bank transfer - 7-14 working days
2.6.2. Pending Inform member that reimbursement request will be validated and advise the time frame to get the reimbursement
2.6.3. Rejected Advise member on the rejection reason
2.6.4. 6. Convert chat into Freshdesk ticket
2.6.4.1. Freshchat tagging to be used: L1: Payment and Claims L2: Refund / Reimbursement L3: Inquiring on status
2.6.4.2. Status: Resolved
3. SOCAR App - Grab fee - Parking fee - SOCAR-2-YOU fees - Parts replacement - Car wash - Clamp Handling fees
3.1. Members only have 7 days to submit their request through the app. If they wish to submit after that, they will have to send it via live chat
3.2. 1. Guide user to request reimbursement via SOCAR app
3.2.1. a) Search for the booking on the Booking page
3.2.2. b) Tap on the booking and then on 'Reimbursement'
3.2.3. c) Tap on 'Request Now' to submit a new reimbursement request
3.2.4. Chat Agent
3.2.4.1. If above method fail, advise user to submit via live chat
3.2.4.1.1. Members have up to 7 days from the booking completion day to request for reimbursement through the app. If they are unable to do it through the app within the 7 days, ask for screenshot / screen recording
3.2.4.2. - Obtain these information from member:
3.2.4.2.1. Booking ID
3.2.4.2.2. Image of receipt
3.2.4.2.3. Preferred payout method
3.2.4.2.4. - Convert chat into Freshdesk ticket