Standard Operating Procedure:
1. Overview and Objectives
Objective of the guidelines is to ensure fulfillment of refund to eligible customer.
(ii) In order to use/ access the Services of the HTCL website, the User shall be required to download the mobile websitelication ‘HTCL’ from the mobile websitelication stores like websitele’s website Store or Android’s Google Play Store. Further, the User is required to create and register an Account on the HTCL website by providing certain information including mobile number, email address, and date of birth etc. which in turn is required to be confirmed/ verified/ validated and is further retained by the HTCL being the operator of the HTCL website to enable the User to access the Services of the HTCL website.
2. Scope and websitelicability
This SOP is websitelicable to refund request received through web based channels as well as direct request made by the customer. The SoP regarding all the sellers will follow as stated in the individual Seller agreement.
3. General Condition for Refund
4. Refund Procedure
- When customer sends request to HTCL
- All refund request for purchases made on HTCL website, the customer will send the cancellation and refund request mail to HTCL Support email id (support@htcl.co.in).
- Upon verification of the refund request, HTCL team will forward the email to the respective Seller support team for Order Delivery Status(with Standard subject line - Refund for * Customer email address, Mobile no * and Order No)
Up on the delivery status, HTCL team will:
- Process the refund immediately if the delivery status is ‘Not Delivered’, ‘In Transit’ and ‘Product Returned and Re-marketable’
- If the delivery status is in Return to Vendor/Origin (RTV or RTO), Team HTCL will await the confirmation of the receipt of the product and condition from the Seller team.
- Seller Team to update the status within 7 working days. If the product is not received yet, an escalation is to be raised.
- In case of Product not received by the Seller or Product not in the Re-Marketable condition, Seller has the right to reject the Order Cancellation and Refund. In such cases, Seller needs to provide the product condition proof.
- The same shall be updated in the HTCL Admin system with an email confirmation to the Seller team and to the customer.
In case of Partial Refund, Seller has to inform HTCL team in case of any deduction to be made out of Refund Amount. The HTCL Support Team will confirm the same with Customer and process refund. In case of any disparity the same will escalated to Seller support management team for further action. (TAT to be 5 working days).)
On receiving the above confirmations HTCL team will process the refund and simultaneously update the HTCL Admin Panel / Email.
Refund shall be processed via the same mode of payment as done by the customer.
When Customer send the Refund request to Seller directly
- Seller to send respective refund email to HTCL Team immediately once the request is received.
- HTCL Team to check the case and process the refunds through the same mode of payment
- HTCL Team will update the HTCL Admin Panel or any common system with the refund details and the Refund ID
- HTCL Finance Team to update the ARN No. for the refund cases and send it to the Seller on timely intervals
For Disputes, Charge Backs and Legal Escalations
- In case of any Disputes/Charge back raised by HTCL Payment Gateway, HTCL team to intimate the seller (to allocate any specific person). Seller to revert back within 24 hours with Invoice copy, POD copy, Delivery status and PAN card of customer and Card Holder
- In case of legal escalation, Seller Support Team has to update/websiterove HTCL team within 4 working hours. If not Escalation matrix to be followed (To be discussed with Seller)
- HTCL Team will update the HTCL Admin Panel or any common system with the refund details and the Refund ID
- HTCL Finance Team to update the ARN No. for the refund cases and send it to the Seller on timely intervals
- In case the customer does not complete the order (aborting the order submission process or aborting transaction via Split Payments), in such cases HTCL Team will process the refund of that transaction back to the same mode of payment. This will also be automated in time to come. Transaction Processing charges may websitely for deductions during such refunds.
- In case the customer wants a Change of Product: In such cases, the customer needs to websitely for a Order Cancellation and normal refund procedure will be followed and the customer can place a fresh order for the new product that they want to purchase, via a new payment at the Payment Gateway.