宿务支付宝付款，被取消订单？详细解决方案，看这里！

zjfcxx

11.27日凌晨购票，支付宝付款晚了，所以出现了订单被取消的问题，但是支付宝正常扣除的，在cebu的页面也有这个订单
给guestservices<guestservices@flyceb.com>、cebpaymentcenter<cebpaymentcenter@cebupacificair.com>、servicedeskmnl<servicedeskmnl@cebupacificair.com> 发了mail
在线http://www.cebupacific.cn/mobile-faq/也递交了
支付宝帮助中心：http://www.cebupacific.cn/ding-piao-zi-xun/zhi-fu-bao-wen-ti-fan-kui/已经无法使用的，只是个说明，无法递交消息了

最终servicedeskmnl<servicedeskmnl@cebupacificair.com>协助处理了，所有的mail处理都是基于发给servicedeskmnl<servicedeskmnl@cebupacificair.com>的mail的

第一步：11月27日早上11点给CEB Service Desk - Manila发mail：
From: xxxx [xxxx@163.com]
Sent: Friday, November 27, 2015 11:09 AM
To: CEB Service Desk - Manila
Subject: Confirmation number is: XXXXXX status

Hello,
I am booked a ticket  by Cebu website in November 26 ,2015 , my alipay payment is successful, but the site show payment declined ,book status is Cancelled, so we did not receive a confirmation number and itinerary, please assist in the investigation and sent a itinerary to me, thank you !

My reservation information is as follows:
Confirmation Mumber：XXXXXX

November 18, 2016,  Shanghai-Manila, flight number  5J679,
November 27, 2016， Manila-Shanghai, flight number 5J678，
GUEST：XXXXXX、XXXXXX
Alipay Trading number：2015112600000000000000
Alipay Merchant order number： XXXXXX-122161527


Thank you very much!
——————————————————————————
每次给servicedeskmnl@cebupacificair.com发MAIL，都会收到自动回复的
auto response

Good day!

Please be advised that the email sent was already received by servicedeskmnl@cebupacificair.com.  We shall attend to your concern shortly.  Kindly check your email with in 24 hours.

Should you have any questions, you may call our 24/7 hotline at +63 2 7020888 (MNL) or +63 32 2308888 (CEB) our call center agents will be glad to assist you.

Thank you!

Service Desk

——————————————————————————


第二步：CEB Service Desk - Manila把mail转给了Ceb Payment Center
From: CEB Service Desk - Manila
Sent: Friday, November 27, 2015 11:12 AM
To: Ceb Payment Center
Subject: FW: Confirmation number is: XXXXXX status


Hi PCH,

May we request your assistance in checking the status of reloc XXXXXX; fop is alipay.

Thank you,
Perliza
Service Desk  –  Call Center MNL
Cebu Air, Inc.  Cebu Pacific Building, Domestic Airport Road, Pasay City, 1301 Philippines www.cebupacificair.com

第三步：Ceb Payment Center回mail了
At 2015-11-27 17:30:19, "Ceb Payment Center" <cebpaymentcenter@cebupacificair.com> wrote:
Hi Sir/Ma'am,

This is to acknowledge the receipt of below email.

Please be advised that we can only view payments a day after the transaction was made or the next banking day. Since bank send us the collection report the next banking days. We will give you feedback once we have the update and report tomorrow for payment validation.

Respectfully,
Tony
Service Desk – Call Center MNL
Cebu Air, Inc.  3[size=-1]rd Floor Robinsons Otis Office Bldg., P Guazon, St., Paco Manila 1007, Philippines
www.cebupacificair.com





第四步：发现cebu订单状态变了，但是需要Balance Due:CNY6,362.75，回mailFrom: From: xxxx [xxxx@163.com]
Sent: Wednesday, December 02, 2015 10:23 AM
To: Ceb Payment Center
Cc: CEB Service Desk - Manila
Subject: Re:RE: Re:RE: Confirmation number is: XXXXXX status


Hi  Tony:

Thanks for your reply.

Now, the website show payment CONFIRMED ,but book status is Confirmed with Amount Due. and the website diaplay： Balance Due:CNY6,362.75.  Please help me, thank you.


            XX XXXXX

第五步：Ceb Payment Center进行了回复：

• 发件人：Ceb Payment Center<cebpaymentcenter@cebupacificair.com>
• 收件人：zjfcxx<zjfcxx@163.com> [url=]+[/url]
• 抄送人：CEB Service Desk - Manila<servicedeskmnl@cebupacificair.com>
• 时   间：2015年12月02日 17:55 (星期三)
  

Dear Sir/Ma'am,

Greetings from Cebu Pacific!

We do apologize for the inconvenience this may have caused you. Please be advised that your booking was confirmed, however due to failed authorization, we need to reinstate your booking and adjust the fare due to unavailability of same rate that you booked at the moment. This has been escalated to the concern department for fare adjustment. Rest assured once done, we will send the updated itinerary through email.

For further assistance and inquiries, you may call us through our Cebu Pacific Air hotlines:
Manila: (+632) 70-20-888
Cebu: (+6332) 230-8888
Hong Kong: (+852) 39733800
Singapore: (+65) 31580808
Australia: (+612)-9119-2956

Again with much sincerity, we apologize for the inconvenience and we do hope that you will allow us another opportunity to be of better service to you again.

Regards,
Bern
Service Desk – Call Center MNL
Cebu Air, Inc.  3[size=-1]rd Floor Robinsons Otis Office Bldg., P Guazon, St., Paco Manila 1007, Philippines
www.cebupacificair.com





第六步：收到CEBU的行程单了
Your Cebu Pacific Itinerary Receipt

• 发件人：
  CEB Itinerary<itinerary@advisory.cebupacific5j.com>
• 收件人：
  我<xxxxx@163.com>
• 时   间：
  2015年12月03日 10:53 (星期四)
• 附   件：
  1个 (Itinerary_PDF.pdf )
  

至此，订单恢复正常，结束

WEIXINowDrawoEq

非常感谢提供信息！马上就发邮件！

zjfcxx

你需要做的，就是主动发个mail，再每次收到mail回复的时候回个mail表示感谢
Thanks for your reply.

有什么变化，比如payment CONFIRMED   Balance Due:CNY6,362.75的时候给个mail反馈的

虽然你不回mail，cebu可能也会处理，但是主动点，发个mail没有错

最后
I've got  the updated itinerary, thank you.

zjfcxx

从后续的一些mail看，guestservices@flyceb.com好像也在跟进的，最后在1月6日的时候还有收到确认订单的信息，
In addition, the itinerary has been sent to xxxx@163.com last December 03 and today January 05, 2016.

zjfcxx

所以建议给guestservices<guestservices@flyceb.com>和servicedeskmnl<servicedeskmnl@cebupacificair.com>发mail即可

Ms_梨

mark一个，发邮件了等待回复

珀西

我已经买过新的了 等他cancel吧 退钱就好

wolelva

楼主英文水平刚刚的，实用派啊

阿咪

Balance Due:CNY6,362.75是什么鬼....还需要补交另外的费用吗？

maomaochong112

已发邮件过去要求退款