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Cancellation (C/W/M Code Customer (Check the Power BI for FGD (FGD Not…
Cancellation
C/W/M Code Customer
Check the Power BI for FGD
FGD Not Found
Inform the customer that the deposit payment isn't showing on the account and that we need to Investigate ...
Check if the customer has another account / duplicate account where the deposits were deducted from that account
Ask customer when the payment was made for the deposits? or if the customer has the SMS he/ she received for the FGD
Check with CS team via email
FGD Found
Refund Irtawi
card balance?
Yes
Balance less than 7 AED?
Yes
Create CRM case
User Cancellation Case template
Inform the customer that the refund for the bottles & the card balance would be done within 7 days or the next delivery day
Assign the case to the 5G SV
No
Inform that the balance is not refundable unless it is less than 8 AED
Suggest to use the balance till it is less than 8 or transfer it to a friend using Al Ain Water or pay for PET products with the balance
Cm agrees
Create CRM case
User Cancellation Case template
Inform the customer that the refund for the bottles & the card balance would be done within 7 days or the next delivery day
Assign the case to the 5G SV
Cm demands for the card balance
Inform that you will request for the card balance to be refunded. If it is approved, the customer will get the complete refund on the regular delivery day or within 7 days
Create CRM case
User Cancellation Case template
Specify that the customer insists to get the Irtawi card refund
Assign the case to the 5G SV
No
Create CRM case
User Cancellation Case template
Specify that the customer doesnt need the Iratwi card balance refunded
Inform the customer that the refund for the bottles would be done within 7 days or the next delivery day
Assign the case to the 5G SV
Old Al Ain Water/ IC Customer
Municipality Customer
Customer has original invoice?
Yes
Refund Irtawi
card balance?
Yes
Balance less than 7 AED?
Yes
Create CRM case
User Cancellation Case template
Inform the customer that the refund for the bottles & the card balance would be done within 7 days or the next delivery day
Assign the case to the 5G SV
No
Inform that the balance is not refundable unless it is less than 8 AED
Suggest to use the balance till it is less than 8 or transfer it to a friend using Al Ain Water or pay for PET products with the balance
No
Create CRM case
User Cancellation Case template
Specify that the customer doesnt need the Iratwi card balance refunded
Inform the customer that the refund for the bottles would be done within 7 days or the next delivery day
Assign the case to the 5G SV
No
Inform that the refund cannot be done without the Original invoice
CM agrees - End the call
If customer insists -
Refund Irtawi
card balance?
Yes
Balance less than 7 AED?
Yes
1 more item...
No
Inform that the balance is not refundable unless it is less than 8 AED
Suggest to use the balance till it is less than 8 or transfer it to a friend using Al Ain Water or pay for PET products with the balance
1 more item...
No
Create CRM case
User Cancellation Case template
Specify that the customer doesnt need the Iratwi card balance refunded
Inform the customer that the refund for the bottles would be done within 7 days or the next delivery day
Assign the case to the 5G SV