What I was told that now that ALL payments are routed via India and the processes are in place, there was one use case that was forgotten. If people call about a refund and the agent 'pushes' the refund to India to expedite payment, it looks like an offline cancellation and the fee is added. So they need to make sure this does not happen etc.

I also know we never talked to them but I was explaining that local agents now have no power to do anything but sent messages to India, which is when the above might happen.

I think I need to make my explanations clearer.