First off, please ask the customer for a Booking ID or his/her registered email address so you can access his/her account to assist them.
Once we have any of the unique information, please follow the process below to view their account:
Step 1: Please open Lodestar: https://rally-lodestar.azurewebsites.net/
Step 2: Click on Global search > Enter pax’s email/booking ID > ✓ All > SEARCH ↴
Step 3: Click on Booking ID.
Step 4: Check if the trip is for the same day (Rider reaching out within 24 hours after departure for onward or return trip) and transaction status is - Payment Method Stored/Authorized/Authorized and Capture/ Captured.
Step 5: https://rally.co/Terms Process the refund as per the SLA in the link. If they are not eligible as per the SLA terms, and still being very demanding, please issue a coupon - *(50% off for 1 time use for the number of seats bought on that booking. It can be used on future Rally-created event rides, valid for one year.) Please add a note of why the refund/coupon is being initiated in the first place. Also add a link to the FD ticket.
* L1,L2 & L3 are supposed to take approval from L4 to process any coupon against the given SLA.
Subtopic : Coupon creation
Coupon nomenclature: <First initial of the last name> <first name> <Booking ID>
Discount rate: ____ % off
Discount amount: $___ off
Redeemable quantity : (no. of usage)
Reservation limit :(no. Of seats)
Time: 1 year (set as default)
Generate coupon ↴
