i. Tickets purchased via the OurBus platform and canceled 24 hrs prior to the departure time:
In this scenario, either the funds can be moved to the OurBus Wallet or back to the original form of payment depending on the customer's confirmation.
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 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 canceled.
When you have verified the ticket code, navigate to the "Cancel/Refund" column on the right-hand tab.
Click 'Cancel Ticket', then choose 'Customer’s Demand' as the reason.
When you choose 'Customer’s Demand' as the reason, the refund mode option changes to 'Transfer to Wallet.'
If the customer requests a refund, kindly choose 'Refund' manually as the refund mode.
After verifying the details, select 'Approve.'
The cost of the ticket will be instantly added to your wallet and shown in the wallet balance. In case the refund option is chosen, it will take 3-5 business days for the money to reflect in the bank account.
Customers also receive a cancellation confirmation email and an email with the wallet or refund amount.
The customer can directly Cancel the ticket by taking the actions listed below:
Click on the "Cancel ticket" option that can be found at the bottom of the ticket.
You will be prompted to select "Cancel ticket" on a new page that will open.
The paid amount will be added to your OurBus Wallet after you choose to cancel your ticket.
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.
To activate your wallet, we request you to check your Inbox for the cancellation email. You will find a link called "this link". Please click on the link within 15 minutes and your wallet will be activated. Once activated, you will find the credits already applied on your next bookingIf 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.
ii. Tickets purchased through OTA and canceled 24 hours, within 24 hours, or up to 30 minutes before departure:
The only option if the ticket was bought from a third party is to add the money to the OurBus wallet as credit. There is no alternative here for a refund.
iii. Tickets purchased through OurBus, canceled within 24 hours before the departure time
In this instance, the amount from the canceled ticket can be transferred as credit to the OurBus wallet. There isn't a refund option offered here.
iv. Ticket purchased through OurBus, canceled within 30 minutes of the scheduled departure time
We won't be able to cancel the ticket and transfer the money to the customer's OurBus wallet if customers contact us less than 30 minutes before the scheduled departure time; instead, we'll treat the situation as a missed bus and issue a coupon for 50% of the original ticket price.