Notes

Flipkart Einstein Quiz
*Required
LDAP ID *
Emp Name *
Process *
Chat
Email
1. What Flipkart features can a customer use from his desktop on the web? *
cx can change his registered mobile number only from web site.

2.Customer is concern about delay in delivery while the shipment has reached the nearest delivery hub. What information we are suppose to share with the customer? *
if promise date breached assign the case to team and give buy time otherwise wait till wait till promise date

3.Customer requested to prioritise the delivery. Kindly share the template/Information on YODA. *
we need to share priority templete from SA

4. Please share the template which can be used to handle 'rude Consultant' Scenario. *
Apologise to the customer
Capture the complete notes on Smart Assist and inform customers that the feedback will be shared with the courier service providers to make sure that such instances are not repeated in the future and close the case.
5. Customer contacted to know the order. Note: contact made after 4 pm. What information should be shared with the customer? *
If the status is not Out for Delivery even after 4:00 PM, inform the customers that the courier service providers will do their best to get the order delivered as per the promised timeline, however, in the unlikely event of the order getting delayed, the courier service providers will be intimated about this and they will attempt the delivery within the next business day.
6. If the customer says that he has not received the Wishmaster contact details for Ekart shipment on the day it is Out for Delivery (OFD). What will be the information and tagging for this scenario? *
Request the customer to wait until 7 PM/9 PM/ 11 PM (based on the delivery model) for the product to be delivered
Use the communication guidelines to handle this query

(Communication guideline: Thank you for your valuable feedback. We will communicate the same to the courier partners. However, the Wishmaster will contact you before delivery and the product will be delivered by 7 PM/9PM/11PM.)


(ONLY For EKL) Share the ‘Bridge Call’ details as per SA and request customer to contact on the same
7. Customer calls and informs that 6 digit pin is not working while collecting the order from QikPod. What will be the tagging for this scenario? *
If the customer calls and informs that 6 digit pin is not working while collecting the order, escalate the issue to the L2 team and provide the Oathkeeper TAT.

Tagging on SA: Order Delivery >> Delay >> Smartbox /qikpod related issues >> Unresolved

8. Order is 'Undelivered' and reason on SA is 'Undelivered Request for Reschedule'. Customer requests to reschedule the delivery, after the Promised date (contact made within Promised Date). What will be the tagging and information to be shared with the customer? *
If customer requests to reschedule the delivery, after the Promised date (contact made within Promised Date)- Schedule delivery as per customer request by following the below DT path (Reschedule date can be set until 5 days from the current date)

Tagging on SA: Delivery Related >>> Special Request >>> Change Delivery Date >>> Change the date
9. What will be the process to return a Self Pickup product from delivery hub? *
Follow the "Self collect" (Stated in the DID process SOP) process, provide the hub details (refer to the Hub address link available) and request the customer to pick the product 5 days from the date of 'Ready to pick up'
10. Customer requests to ship through Ekart Logistics to avail the card on Delivery option. What information we are suppose to give? *

This is a required question
11. Customer wanted to change the contact number and Address change DT is not enabled. What information and alternative. If any we are suppose to share? *
12. Customer says that Wishmaster rejection reason is invalid for pickup and claims that he/she never asked for return/pickup cancellation and the (Return id is active). What information we are suppose to give to the customer? *
13. Customer wanted to change the delivery address for dropship order. Note: order is in shipped status. What will be the tagging? *
14. Customer wanted to cancel the Dropship order post 24 hours of order placement and the cancel Dt is disabled, customer is adamant on cancellation. What information and tagging needs to be done? *
15. Customer stated that there is a mismatch in the warranty on Brand website and the invoice provided. What will be the information and tagging? *
16. Will customer get the Google Pay offer if Customer pay through Flipkart Gift Card partially? *
Customer can avail the offer through Flipkart Gift Card partially provided that the amount paid through Google Pay is equal to or more than INR 500. In this case, offer will only apply on the amount paid through Google Pay against the eligible product(s)
17. If the customer said freebie is Defective /Damage what should agent inform the customer and what is the tagging for the same? *
If the freebie price is less than or equal to 10% of the order value


Issue price adjustment for that amount
Follow Price adjustment DT >>> freebie_defective



If the freebie price is greater than 10% of order value


Assign the incident to L2
Create Incident >> Refunds >> Refund Related Issues >> Eligible TOA not provided >> Unresolved
18. If Customer is unable to redeem discount/Code (External Coupon) what information agent should have to shared ( If the error msg received STORE_READ_EXCEPTION)? *
Check the error message customer is getting and capture the same in notes
Error Message

STORE_READ_EXCEPTION

INTERNAL_ERROR

STORE_WRITE_EXCEPTION

CCEV_NOT_FOUND

PARTIAL_STORAGE

OEV_NOT_FOUND

TNS_FRAUD_DETECTED

Tagging On SA: Create Incident >>> Offers >>> Targeted Discount/External Coupon >>> Unable to redeem Discount/Code >>> Unresolved



19. What is the Tie-Breaker IN Realme POP Quiz ? *
In case of a tie, unique and closest answers will be a tiebreaker, and if the tie persists, the fastest response will be adjudged the winner.
20. Customers complain that they've contacted the brand, butBrand has cancelled the offer or delay in fulfilling the offer by the brand what should agent inform the customer? *
21. Where can Customer check the winner list of Crazy Canon ? *
The winner's list is published within 48 hours of contest completion. You will be able to check the winner's list by clicking on the leaderboard icon on the top right of the contest home page.
22. What is the contest duration For Chance to win Realme X2? *
20-December-2019 (12:00 am to 11:59 pm)
23. What is the Redemption period for BookEventZ *
00:00 hrs, November 19th 2019 to 23:59 hrs, November 19th, 2020
24. Customer complains that the brand is charging additional fee for services or offers . e.g Back to School Offer what information should advisor shared? *
25. What is the offer period for Realme POP Quiz? *
16-December-2019 (12:00 am) to 17-December-2019 (11:59 pm)
26. Customer is concerned about to know the delivery status of his replacement product and as per SA, replacement SLA is greater than 20 days. What action needs to be taken? Note: (Dropship & MPS category only) . *
provide the refund to the cx
27. Customer complains that he is not able to create a return and getting an error that 'Sorry! Your return request cannot be fulfilled as our systems have detected unusually high number of return requests from you. Click 'Need help' section from your order details page to reach us'. What information needs to be shared with the customer? *
Tns rvp fraud self serve or assign to L2 to tech issue
28. In what case we will inform the customer to collect the acknowledge receipt while returning the originally delivered product? *
3PKL and Wait replace ,exchange expect or replace expect
29. Customer complains that the mobile he has received is not the one he had ordered. What reason need to select while creating a return? *
Received a different item >>> Product received is not a mobile
30. If customer complains that the product he has received is expired. What action needs to be taken? Note: (Only for Grocery products) *
wants to return the product to gro
31. What information needs to be shared with the customer if return reason is Refund & Expect? *
32. In what scenario, it is mandate to confirm about the seal tempered of received product? *
Missing product and damaged product received
33. If customer complains that the charger of the mobile is defective. What action needs to be taken? *
Capture the below mentioned details in the incident note, tag the case as mentioned and provide Oathkeeper TAT to customers. DO NOT take action on return

Customers issue (Ex: accessory missing, accessory defective/ damaged etc)
Type of accessory (charger, headphone, data cable, any others)
Create incident >> Refunds >> Refund Related Issues >> Mobile accessory issue - TOA request >> Unresolved
34. Customer complains that he didn't get the headset with 'Infinix Hot 8' due to which wants to return the item. What action needs to be taken? *
Handset (Inclusive of Battery), Adaptor, USB Cable, TPU Case, Protective Screen Guard, SIM Ejector Pin, Quick Start Guide, Warranty Card

it does not contain the headset in the sales package.
35. Customer complains that the issue with mobile is still not resolved even after technician visit and in SA technician visit status has been updated as issue resolved customer happy. What action needs to be taken? Note: (Customer contact is within policy). *
suggest -> service center
36. Is it mandate to provide trouble shoot steps with the customer for Laptop products? If no, what action needs to be taken? *
Process the return request by customer return DT, do not provide any Troubleshooting steps for laptop. Inform customer that they will receive call back in next 24hrs
Tagging on SA: Customer return DT >>> select the product >>> choose reason >>> return type >>> submit
37. Customer complains that the Wishmaster didn't gave acknowledgement receipt while returning the originally delivered product. What action needs to be taken? Note: Courier partner is EKL. *
NO need in EKL
38. Customer complains that he is facing size issue with the product and product is of No return category. What information needs to be taken? *
if the cx receive same product which he have ordered then denied to cx if receive different size then need to create the return .
39. Customer is contacting on the promise date of pickup and complains that the product has not been picked up yet and as per tracking details, it is showing that customer happy with the product. What information needs to be shared with the customer? *
assign case to L2 with wishmaster denied pickup
40. Customer complains that the Hair Dryer he has received is damaged and want refund. What information needs to be shared with the customer. Note: (Product value is 999). *
A refund or a replacement can be offered to customers for all products under electronics category with a product value less than or equal to Rs. 1000

IMPORTANT: This process is not applicable for 'Wrong product ordered' cases.

initiate the return.
41. Will the refund delay post initiation DT be highlighted if Refund ID is absent? *
Use the 'Return Action Override DT' and let customers know that the refund has been initiated and the refund amount will be credited to the customer's bank account/credit or debit card/Gift Card/PhonePe wallet by 'SLA date' under 'Refund(s).

Tagging on SA: Return Action Override DT >>> Issue type (Cancellation/RTO/RVP done Refund Pending) >>> Submit
42. What is the first thing to check if refund ID is not available? *
check if the RVP/RTO cancellation is comleted?
43. What is the time limit to send SMS in case a COD refund is failed and we need details from customer? *
09 am to 09 pm
44. What is to be done if refund is cancelled and SLA has breached? *
assign case to L2 with refund delay post intitation
45. What is the tagging if customer's information link is not working? *
assign the case to L2 team,
46. What details are to be taken before escalating the issue in case when the SMS link is not working? *
SMS DT will be available for Consultants on Smart Assist after Incident creation (L1) and for consultants who are assigned to work on the incident (L2 teams).

SMS DT can be used when specific information needs to be sent to the customer on customer demand.

This DT should NOT be used for all calls or if customer does not request any such communication
SMS DT is mandatory if:
The customer's issue is related to refund, the UTR/RRN/ARN number is available on Smart Assist, share these details with customer through SMS by adding the relevant details (amount, bank account/credit card/debit card, date and UTR/RRN/ARN (if available)
The 'Send SMS' tab will be visible only on the incident page and not on any other pages like order, return, service etc

47. What should be done when refund ID is not available but RTO/RVP is done? *
Use the 'Return Action Override DT' and let customers know that the refund has been initiated and the refund amount will be credited to the customer's bank account/credit or debit card/Gift Card/PhonePe wallet by 'SLA date' under 'Refund(s).

Tagging on SA: Return Action Override DT >>> Issue type (Cancellation/RTO/RVP done Refund Pending) >>> Submit
48. What is the next step if prepaid/IMPS refund is failed? *
Refund status is 'Failed' assign the case to L2 team by using the below 'Tagging path' & provide the Oat keeper 'TAT'

Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved

Process for IMPS/NEFT failed refund

Click on 'Send SMS' under the payment and refunds TAB on SA and inform customer that an on SMS has been triggred to the registered mobile number to fill the NEFT details.
49. Refund has been initiated and it has been 48 hours will we assign this case to L2? *
No
50. What is the maximum limit for refund for EGV for COD orders? *
For 'Cash on delivery' orders, customers will also get a refund option of ‘E- gift voucher’ while returning the product through Self Serve. The maximum limit is up to Rs. 10,000. The validity of the Gift card will be 1 year