First off, please ask the customer for a ticket reference code or his registered mobile number/email address so you can access his/her account to assist them. To do that, please follow the process below:
Step 1: Please open the Admin Panel and Log In. https://admin.ourbus.com/admin
Step 2: Navigate to the ‘Report’ section on the bottom left in the Admin Panel and select ‘Users Reports’ under that. https://admin.ourbus.com/report/users
Step 3: Enter the customer's contact number or a pass reference (ticket code) or an email address to view the account details.
Step 4: Click on ‘Get Report’ to view it. And then further click on See details.
Once the account is open, Check the trip provider/operator's name by clicking on ‘Trip ID’. And also check when the trip is scheduled and how far is the departure from their time of contact.
i. When a transportation provider is Best Bus/DC Trails
Process to adhere: If the transportation company is Best Bus/Dc Trails, the ticket can only be canceled upto 1 hour before the departure and a new ticket should be purchased for the later departure time with the same transportation company.
If the ticket was purchased for the last bus for the day, we can purchase another ticket with the same transportation company for the next available departure.
Note: Ensure that the customer has provided approval for the ticket to be purchased at the new departure times.
ii. When a passenger requests to reschedule the bus departure time anytime until 30 min before the departure time:
Process: First off, please check where the ticket was purchased from. Navigate to the right side of the tab after clicking see details to check the same.
Note: For any reschedule request, the original ticket has to be first canceled and a new one has to be booked. Any price differential will be borne by the customer.
If the ticket was purchased via the OurBus/OTA- The customer has the option to cancel their current bus ticket and have the money transferred to their OurBus wallet, which they can use immediately or at any time in the next 5 years.
The Representative needs to perform the following tasks:
Go to ‘Users Report’ in the Admin Panel.
Enter the customer's contact number or a pass reference (ticket code) or an email address to view the account details.
The customer's account information will appear on the screen after clicking "Get Report." Click on “See Details.”
In the ‘Ticket History,’ search the customer's ticket reference code that needs to be rescheduled.
When you have verified the ticket code, navigate to the ‘Cancel/Refund’ column on the right-hand tab.
Click "Cancel Ticket, then choose ‘Reschedule’ as the reason.
When you choose ‘Reschedule’ as the reason, the refund mode option changes to "Transfer to Wallet." (If the customer prefers a refund and the ticket was purchased through the OurBus platform, please choose the refund mode option as “Refund”).
After verifying the details, select ‘Approve.’
Depending on the option you chose, the ticket's price would either be transferred to your wallet or refunded to the original payment method.
A cancellation confirmation email with the wallet balance or refund amount was also sent to customers.
Note:
While the balance in the wallet is immediately visible, processing time for refunds to bank accounts takes 3 to 5 business days.
Although there is no fee for rescheduling, the price of the tickets could vary.
No credit will be given for any discount coupons used on the ticket.
The customer should follow the steps outlined below in order to independently reschedule the ticket 24 hours prior to the departure:
Click on the ‘Reschedule ticket’ option that can be found at the bottom of the ticket.
You will be prompted to select ‘Continue to Cancel’ on a new page that will open.
You have 2 choices after clicking ‘continue to cancel’: either you can transfer the money to OurBus Wallet or to the original method of payment (only if the ticket was purchased via the OurBus platform)
Depending on the option you select the amount will either be transferred to the wallet or the original payment source.
.
If a customer already has an OurBus account: to access the wallet balance or use the credit. Sign in with the email address you used when you first booked your e-ticket in order to access your wallet credit. Then, click the "forgot password" link and create a new password.
Note:
If the transaction amount is higher than the available wallet credit, then the difference can be paid via the available payment method. In cases where the transaction amount is lesser, the balance will be stored in your wallet for future use.
No credit will be given for any discount coupons used on the ticket.
iii. If a customer wants to modify their ticket within 24 hours to 30 minutes before the departure
Process to adhere: The previous ticket needs to be canceled before buying a new one. The customer has the option to cancel their current bus ticket within 24 hours to 30 minutes prior to the departure time. The amount will be transferred to their OurBus wallet, which they can use immediately or at any time in the next 5 years (this approach should be followed even if the ticket was bought using the OurBus Platform).
The Representative needs to perform the following tasks:
Go to “Users Report” in the Admin Panel.
Entering the customer's contact number, the pass reference (ticket code), or an email address will allow you to view the account details.
After hitting "Get Report," the customer’s account details will appear on the screen. Click on “See Details.”
In the "Ticket History," search the customer's ticket reference code that needs to be rescheduled.
When you have verified the ticket code, navigate to the "Cancel/Refund" column on the right-hand tab.
Click "Cancel Ticket, then choose "Reschedule" as the reason.
When you choose "Reschedule" as the reason, the refund mode option changes to "Transfer to Wallet."
After verifying the details, select "Approve."
The cost of the ticket will be instantly added to your wallet and shown in the wallet balance. Customers also received an email with the wallet amount and a confirmation of their cancellation.
The customer can directly reschedule the ticket within 24 hours and 30 minutes before the scheduled departure time by executing the following steps:
Click on the "Reschedule ticket" option that can be found at the bottom of the ticket.
You will be prompted to select "Continue to Cancel" on a new page that will open.
The amount will be transferred to OurBus Wallet after selecting "continue to cancel.”
If a customer does not have an account with OurBus: Customers must first activate the wallet using the activation credentials provided in the email in order to access the wallet balance or use the credit.
If a customer already has an account, sign in with the email address you used when you first booked your e-ticket in order to access your wallet credit. Then, click the "forgot password" link and create a new password.
Note:
If the transaction amount is higher than the available wallet credit, then the difference can be paid via the available payment method. In cases where the transaction amount is lesser, the balance will be stored in your wallet for future use.
No credit will be given for any discount coupons used on the ticket.
iv. When a customer asks to change a ticket booked via OTA
Customers who made reservations through a third-party website and canceled them 24 hours before/during/or 30 minutes prior to the bus scheduled departure time are only offered the option of OurBus Wallet credits.
v. When a customer requests to reschedule the ticket less than 30 minutes prior to the bus departure time (Booked via OurBus/OTA).
Process to adhere: If customers contact us less than 30 minutes prior to the scheduled departure time, we won't be able to reschedule the ticket and transfer the money to the customer's OurBus wallet; instead, we'll treat the situation as a missed bus and issue a coupon for 50% of the original ticket price that was paid using the original payment method.