Refunds have been a part of Ather due to our historical long waiting times. As much as we hate to let someone go, we value that person’s experience as much as we do of our owners. A few of you have shared feedback that our refund process is not the smoothest. The cases are genuine and this is not the experience we would want to give to any customer. We’re going to fix it. But before that, some background on why it’s messed up
As we scaled up to multiple cities, we moved the ownership of our pre-orders/bookings from a single team to multiple stakeholders across geographies. For these cancellations, we didn’t design the process of collating information and reconciliation well enough. At scale, it broke.
Over the next few weeks, we will remove bottlenecks, move the accountability to a single touchpoint and hence hopefully have better tracking of cancellation requests. A few more months and this should be an option on our website while we manage all the hassle in the background and improve SLAs.
Until then, if your refund has been delayed, please post your order ID and the date you requested for it on this thread and we’ll ensure that you get a proper update and your refund too.