Notes
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(i) If the customer claims that the order is wrongly cancelled by flipkart and the cancellation reason (Comments) has a term FRM mentioned:
Create case >> Payments / Wallet >> FRM Related >> Black Listing Issue >> Unresolved >>FRM
Provide the Oathkeeper TAT and assign the case to FRM
(ii) Do not have the term FRM
Follow the Yoda article "Guidelines to handle Order Cancellation and RTO Reasons"
(iii) Customer contacts stating that the previous order was wrongly cancelled and received an update from us stating to place a fresh order, however the product is currently OSS (Out Of Stock):
Check for the term 'Fresh Order' in incident notes
'Fresh Order' term found in the incident notes - Check if customer has contacted post 3 days from the time FRM has updated the incident as Whitelisted - Assign the case to FRM (Black Listing Issue)and provide the oath keeper TAT
'Fresh Order' term found in the incident notes - Check customer contacted within 3 days from the time FRM has updated the incident as Whitelisted - Assign the case to FRM and provide the oath keeper TAT
(Create case>>Product Purchase Queries >> Product Availability >> Out of stock Enquiry >> Solve)
2) COD to Prepaid Payment Conversion
Conversion of Cash on Delivery (CoD) transactions to Prepaid from Self-Serve (Pay Now) option has been discontinued
Customers can still convert the Cash on Delivery (CoD) transaction to prepaid using PhonePe payment option via payment link in the Out for delivery SMS from Ekart (Only if the shipment is eligible)
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