Notes

Update as on 18-May-2018: This process has been disabled for all the below issues, this process to be followed only for 'Product Purchase Queries >>> Product Specific Information >>> Offers and Promotions'


Product Purchase Queries >>> Product Availability >>> Out of stock Enquiry
Order Modification >>> FK Cancelled Order >>> Customer not aware of cancellation
Order Modification >>> FK Cancelled Order >>> Out of stock
Order Modification >>> Customer-initiated Cancellation >>> Customer wants to reinstate cancelled order
Order processing >>> Issues during check out >>> Out of stock during checkout









#

Scenario

Process

1

Customer contacts for the above issue types (First Contact)

Consultants to provide the resolution based on the customer's query
Add an additional line to the email response (refer Communication guidelines- Scenario 'Statement to be added to the email response ' - TAT to be mentioned in the email for the customers to get back - 48 hours)
After providing the resolution over the email, keep the incident in 'Waiting for Internal Update' status for 24 Hours
2

Post 24 hours (Email Incident gets assigned to consultants - No reply from customer)

Consultants to send a reminder e-mail as per the Communication guidelines (refer Communication guidelines- Scenario 'Reminder mail shared within TAT- TAT to be mentioned in the email for the customers to get back - 24 hours)
Tag the case as 'Waiting for Internal Update' status for another 24 hours
3

Post 48 form the initial response (24 hours from 2nd Follow Up)

Consultant should close the case by sending an e-mail from Communication guidelines Scenario 'Closure related communication triggered post {TAT 2}'
4

Customer contacts During the Follow Up window for any of the above issue types

Consultants will provide the resolution and will keep the case in Waiting for Internal updates for another 24 Hours
Add an additional line to the email response (refer Communication guidelines- Scenario 'Statement added to the communication response '- TAT to be mentioned in the email for the customers to get back - 24 hours)
After 24 hours:

Consultant to Solve the case by sending an email from Communication guidelines Scenario 'Closure related communication triggered post {TAT 2}'
Customer contacts for any other issues apart from the ones listed


(New contact or during the Follow Up window)

Provide resolution as per the BAU process and tag the case accordingly
Customer contacts Stating no further action required

Send closure Email and Solve the case


#

Scenario

Communication guidelines

English

1.

Statement to be added to the email response

In case there’s anything else we can help you with, please feel free to write to us by replying to this email in the next {TAT}.

2.

Reminder mail shared within {TAT}

Hi {customer’s name},


We’re writing to you about your earlier query to us regarding your {order with {order ID}/product_name}.


We hope we were able to successfully resolve your concern. If you’d like any further assistance, please reply to this mail with your query in the next {TAT} and we’ll be happy to help.


Thanks,

Flipkart

3.

Closure related communication triggered post {TAT 2}

Hi {customer’s name},


We’re writing to you in continuation to our earlier mail about your {order with {order ID}/product_name}.


We hope we have successfully resolved your concern and are closing this query. If there’s anything else we can help you with, please let us know by visiting our Help Centre: https://www.flipkart.com/helpcentre


Have a great day!


Thanks,

Flipkart