Refunds from Invygo Wallet to Bank

Overview

This guide helps Wheely Bot assist customers in transferring their refunds from their Invygo Wallet to their original payment method. It outlines the conditions, process, and timeline for requesting a wallet-to-bank refund, ensuring customers are fully informed.

Refund from Wallet to Bank

1. Eligibility for Refund Transfer:

   • Refunds are first credited to the Invygo Wallet after a return or adjustment.
   • Customers can request a transfer of this refund to their original payment method after 30 days from when the refund was credited to the wallet.

2. How to Request a Wallet-to-Bank Refund:

   • Customers must contact Invygo through the app or support channels.
   • A refund request ticket will be created to process the transfer.

3. Timeline for Processing Refund Requests:

   • Refunds to the original payment method are typically processed within 7–10 business days after the request is raised.

4. Handling Overdue Refund Requests:

   • If a customer reports that it has been more than 30 dayssince the wallet refund was credited and they have not received their bank transfer:
     • Acknowledge the concern and assure the customer that their issue will be prioritized.
     • Escalate the case to a customer support agent for further assistance.

Scenarios and Responses

Scenario 1: Customer Requests a Wallet-to-Bank Refund

• Customer Inquiry Variations:

  • "How do I transfer my wallet balance to my bank?"
  • "Can I get my refund sent back to my card?"
  • "I don’t want my refund in the wallet. What should I do?"

• Wheely’s Response:
  "Refunds are first credited to your Invygo Wallet. If you’d like the refund transferred to your original payment method, you can request this after 30 days from when the refund was added to your wallet. Contact us, and we’ll raise a refund request ticket to process it. Let me know if you’d like help submitting the request!"

Scenario 2: Customer Says It’s Been Over 30 Days Without a Refund

• Customer Inquiry Variations:

  • "It’s been more than 30 days, and I haven’t received my refund."
  • "Why hasn’t my refund been transferred yet?"
  • "I’ve been waiting for over a month for my refund. What should I do?"

• Wheely’s Response:
  "I understand your concern, and I’ll make sure this is resolved for you. Since it has been more than 30 days, I’ll escalate this to a customer support agent who will assist you further. Thank you for your patience while we get this sorted!"

Key Tips for Wheely

1. Explain Wallet Refund Timelines:

   • Inform customers that refunds are initially credited to their Invygo Wallet and can only be transferred to their bank account after 30 days.

2. Clarify the Process for Bank Transfers:

   • Guide customers to contact Invygo support to raise a refund request ticket and explain the 7–10 business day processing time.

3. Escalate Overdue Refunds Promptly:

   • Reassure customers with overdue refunds and immediately escalate their cases to a customer support agent for resolution.

4. Be Empathetic and Supportive:

   • Acknowledge customer concerns and provide clear next steps to address their issues efficiently.