অধ্যায় ১৩.৩ — রিফান্ড ওয়ার্কফ্লো

১. উদ্দেশ্য

রিফান্ড ওয়ার্কফ্লো — একটি জটিল multi-step প্রক্রিয়া যা সরবরাহকারী, গ্রাহক, কমিশন, এবং কর coordinate করে।

২. Sequence Diagram

sequenceDiagram participant C as Customer participant A as Agent participant T as travoBooks participant Sup as Supplier participant Apv as Approver participant P as Payment System C->>A: Refund request A->>T: Get quote T->>Sup: Refund eligibility check Sup-->>T: Refundable amount, penalty T-->>A: Quote (refund + penalty) A->>C: Present quote C->>A: Accept A->>T: Initiate refund alt Above threshold T->>Apv: Approval request Apv->>T: Approve end T->>Sup: Process refund Sup-->>T: Refund confirmed T->>T: JE: reverse deferred or reduce current revenue T->>P: Payback to customer (gateway/wire/wallet) P-->>T: Payback confirmed T->>C: Refund completed notification

৩. State Machine

stateDiagram-v2 [*] --> REQUESTED REQUESTED --> QUOTED: supplier eligibility checked QUOTED --> APPROVED: customer accepts + (auto বা manual approval) QUOTED --> REJECTED_BY_CUSTOMER APPROVED --> SUPPLIER_PROCESSING: refund request sent SUPPLIER_PROCESSING --> SUPPLIER_APPROVED: supplier confirms SUPPLIER_PROCESSING --> SUPPLIER_REJECTED: supplier denies SUPPLIER_APPROVED --> PAYBACK_PENDING: JE posted PAYBACK_PENDING --> COMPLETED: customer received PAYBACK_PENDING --> PAYBACK_FAILED: gateway issue PAYBACK_FAILED --> PAYBACK_PENDING: retry SUPPLIER_REJECTED --> [*]: customer notified

৪. Decision Flow — অ্যাকাউন্টিং চিকিৎসা

flowchart TD A[Refund initiated] --> B{Service date passed?} B -->|No| C[Reverse deferred revenue] C --> D[No P&L impact] B -->|Yes| E[Reduce current period revenue] E --> F[Commission recall to P&L] D --> G[Customer payback] F --> G G --> H{Payment method?} H -->|Card| I[Gateway reversal] H -->|Wire| J[Outgoing wire] H -->|Credit wallet| K[Add to customer credit] H -->|Voucher| L[Issue voucher] I --> M[COMPLETED] J --> M K --> M L --> M

৫. JE Patterns

সার্ভিস-ডেট আগে (deferred reverse):

Debit  2031 Deferred Air Revenue           C
Credit 1109 Commission Receivable           C

Debit  2011 BSP Payable                    X (refundable)
Credit 1101 AR — Customer                  X
Credit 4041 Cancellation Fee                P (penalty retained)

সার্ভিস-ডেট পরে (current period impact):

Debit  4011 Air Base Commission             C (revenue reduction)
Credit 1109 Commission Receivable           C

(তারপর গ্রাহক payback)

৬. Approval থ্রেশহোল্ড

পরিমাণ (BDT)	অনুমোদনকারী
< 100,000	Auto-approve
100,000 – 500,000	Supervisor
500,000 – 2,000,000	Manager
> 2,000,000	Controller

৭. SLA

Quote: < 2 ঘণ্টা
Supplier processing: 3-7 দিন
Payback (গ্রাহকে): 5-10 ব্যবসা দিন (সরবরাহকারীর উপর নির্ভর)

৮. ব্যর্থতা পরিচালনা

Supplier rejection → customer notify with reason
Payback failure → auto-retry, alert ops if 3 attempts fail
Gateway dispute → DISPUTED status + investigation