Process Document
CX Wallet – Transfer to CC
Rally Our bus
79 Madison Ave.
NYC 10016
10/02/2023
Table of Contents
Introduction 3
Wallet transfer to CC process 4
Process Document : Wallet transfer to CC 4
Process Flow Diagram : Wallet transfer to CC 4
Introduction
The OurBus wallet credits are non-refundable and non-transferable.
These credits are valid for five years, and one can use them to purchase anything on the OurBus website or application. OurBus wallet credits are auto-applied at checkout. The credits can also be used to book a ride for your family and friends.
However, in exceptional circumstances or OurBus-initiated changes(OBIC) – We can fill out this form and transfer the amount from the wallet to the payment card of the customer.
Wallet transfer to CC process
Once the wallet is activated, the credits are auto-applied at checkout while processing a transaction through OurBus website.
Customers can use these credits to purchase either a ticket or a voucher on the OurBus platform (web & app) for commuter or intercity travel. Wallet credits will act as a form of payment on the OurBus platform.
These credits are non-transferable.
However, in exceptional circumstances such as a customer canceling the ticket before <24 hours to departure of bus and opted for wallet credit by error, we can update this sheet to nullify the wallet and transfer it to payment card. In the case of an OTA purchased ticket, we only nullify the wallet and write an email to the OTA platform.
Process Document : Wallet transfer to CC
Name of Process: | Wallet – Transfer To CC |
Process Owner: | Pragye Sharma |
Created By: | Rally OurBus | Last Updated By: | Pragye Sharma |
Date Created: | 10/02/23 | Last Revision Date: | 10/02/23 |
Process Purpose: | The purpose of the “Transfer to CC” process documentation is to normalize the entire process of handling wallet to payment card transfers. The aim is to ensure that the wallet-to-payment card transfer requests are handled in an appropriate manner and within the specified timelines. |
Process Scope: | The “Wallet - Transfer to CC” process documentation will include the processes to handle wallet-to-payment card transfer queries. |
Process Input: | The process is initiated by a customer contact via any incoming channel, namely Call, Email, Chat, social media post, or contact us post. |
Process Boundaries: | The starting boundary of the “wallet – transfer to payment card” process is defined by the customer's request for transferring the wallet credits to the payment card. The process’s ending boundary is defined by a formal communication from Rally Ourbus to the customer about the success of the transaction and the timeline for the amount to reflect in the payment card. |
Process Flow: | The customer contacts requesting to transfer the fund from the wallet to the payment card. The customer details are fetched from the admin portal using the email address or pass reference number. Verification of original source of payment, and if the customer has purchased a ticket from Wallet credits, then a refund cannot be processed in the payment card. If paid from a card and wallet partially, then the refund can be sent back to the source as per the respective percentages. The customer is requested to share the reason for which this request is being made after pitching the wallet features and benefits. If the customer denies using the wallet credits in future, then a request to transfer the funds from the wallet to the payment card is saved in this sheet. In case when the ticket is purchased from OTA, we fill only nullify wallet sheet and write an email to the respective OTA team to credit back the amount to the customer. The customer is notified about the timeline for this to reflect which is 3-5 business days.
Scenario 1: The ticket was eligible for a refund but the customer opted for credit while canceling the ticket by themselves and now request a refund -We educate the customer about the benefits of the wallet. If the customer doesn't agree, then check 1) verify the ticket was canceled 24 hours before departure and the ticket was originally purchased from OurBus platform(not OTA).
If yes, add the request to the wallet refund and nullify sheet and confirm to the customer about the refund to be processed in 3-5 business days.
Scenario 2: The ticket was eligible for a refund but we canceled and processed wallet credits(OBIC) -The customer can be educated about the wallet benefits. If the customer doesn't agree, then the entry can be added to the refund+nullify sheet. If the ticket is purchased from OTA(Eg:wanderu) then only nullify sheet is filled and a request is shared with the respective OTA to refund. |
Process Output:
| Knowledge to the customer on the features of the wallet and the status of the transaction in case the funds are being transferred from the wallet to the payment card. |
Exceptions to Normal Process Flow: | 1. Requested refund is not against a particular ticket 2. If the ticket is paid using coupon/wallet credits 3. OurBus initiated change - If the ticket is booked from OurBus, then we can go ahead and initiate the refund for wallet credits. If the ticket is booked from OTA and the customer has canceled from their end, then nullify the wallet only and write an email to OTA to process a refund 4. The customer has canceled the ticket, while it was eligible for a refund and selected wallet credits by mistake, we can go ahead and transfer to CC.
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Control Points and Measurements: | The Wallet – Transfer to CC is a real-time process to save customer details in this sheet and update the customer about the timeline for this to reflect in the bank.
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Business Process Flow Diagram
