Notes

ACCOUNT, PRODUCT RELATED AND COMPLAINTS
1. Account Related >>Account history erased/not visible
Humari website aur app pe zyada traffic hone ki wajah se woh thodi slow chal rahi hain. Aap nishchint rahein, aapke order details humare paas surakshit hai. Hum ispe kaam kar rahe hai aur jaldi hi aapko saari details dikhne lagenge.

Hi {customer_name},

We understand that you aren't able to view the order history on your Flipkart account.

We'd like to let you know that we are experiencing heavy traffic and some services might be slow. We want to assure you that your order details and history are safe with us. We are already working on this and the details should reflect in your account shortly.

We would like to thank you for your continued trust and support.

2. Account Related >> Account login issue >> I cannot login to my account. (Response applicable for non-blacklisted accounts)

Humarey website aur app pe zyada traffic hone ki wajah se kuch samay tak services slow ho sakti hai. Kripya kuch der baad phir se koshish kijiye.

Yeh dhyan mein rakhiye ki aap apne registered email id aur password se login kar rahe hain. Agar aapko password yaad nahi hai, toh aap 'Forgot password' link dwara naya password bana sakte hain 

(explain the standard password reset process)

Hi {customer_name},

We understand that you aren't able to login to your Flipkart account.

You might experience this temporarily as we are dealing with high volumes. Please try again in some time by logging in with your registered email id and the password. If you have forgotten your password, follow these simple steps to reset it:

1) Click on 'Forgot Password?' on the login page
2) Get an email with a verification code on your registered email id/phone number with steps to reset your password
3) Please note that this code is valid only for 10 minutes from the time it is sent to you

If that doesn't help, just reply to us with the error message and we will take it from there. 

Note: Please do not share your Flipkart account password with anyone. Flipkart or its executives would never ask you for your password. Flipkart will not be responsible for any unauthorised usage of your account.

We would like to thank you for your continued trust and support.

3. ACCOUNT RELATED>> Wishlist crashes >>My wishlist has disappeared from my Flipkart account.

Hi {customer_name},

We understand that you aren't able to view the 'Wishlist' on your Flipkart account.

We're sorry to let you know that we are experiencing heavy traffic due to the sale and some services may be impacted. We want to assure you that your 'Wishlist' is safe with us as we're already working on this and the products should reflect in your 'Wishlist' shortly.

We would like to thank you for your continued trust and support.

Aapki wishlist humare paas surakshit hai. Kripya kuch samay baad phir se check karein.









4. Communication >> Confusing Communication (emails, notifications, SMS, etc) >>I've received an email/message from you and I do not understand what it says.

Hi {customer_name}, 

We're sorry to hear that you've received an irrelevant {email/SMS}.

This could be due to an unforeseen technical error. Please ignore the email/SMS. In the unlikely event of you receiving such messages again, do write back to us with the message in detail so that we can check and get back to you on this.

We would like to thank you for your understanding.

4. Contact Centre >> Slow/delayed response to complaints on social media >> I posted my query on your FB/twitter page some time ago and have not got a reply/resolution as yet.

Hi {customer_name}, 

We're sorry about the delay. Right now we're dealing with higher volumes than expected because of which our response time may be higher than usual.

[If the customer has mentioned the query in the email, assist the customer. Else, ask the customer about it and assist accordingly]

Hope this helps.

Aapko late response dene ke liye hum maafi chahtey hain. Iss samay humarey bohot se customers humse contact karney ki koshish kar rahey hain jiski wajah se aapke sawal ka jawab dene mein samay lag raha hai. Aap mujhe apni pareshani bataye aur main aapki madad zaroor karoongi.

5. Contact Centre >> Unable to reach CS >>I've been trying to reach your customer service for a long time but either I keep getting disconnected after the IVR message or stay in the queue for a long time.

Hi {customer_name},

We're sorry that you have not been able to reach our customer support team on the phone. This is because we're dealing with high call volumes at the moment due to the ongoing sale.

[If the customer has mentioned the query in the email, assist the customer. Else, ask the customer about it and assist accordingly]

We would like to thank you for understanding.

Maafi chahunga/chahungi. Sale ke dauran humare paas bohot saare calls aa rahe hain jiski wajah se aapko saamanya se thoda zyada samay intezar karna pad raha hain.














6. Product Related >>Fake product listed >> I think the product listed by XYZ seller is fake.

Hi {customer_name},

{If pre-sale query}

We are sorry to hear that you feel the {product_name} listed on Flipkart is not genuine. We would like to assure you that we mandate all sellers to list only 100% genuine and brand new products on Flipkart. 

Please be assured we are investigating this and will take definite steps against the seller if the item is found to be of poor quality. 

Hope this helps.

{If post-sale query}

We are sorry to hear that the {product_name} have received is not genuine. We assure you that we will take action against the seller and will also have the seller refund your amount by {refund_tat}. 

Please be assured that we are taking additional measures so that you can have a delightful shopping experience in future.

7. Browsing issue >> Filter options not working >> Flipkart, your filters never work

Hi {customer_name},

We're sorry to hear that you're having trouble with our filters.

We are trying to fix this as soon as possible. Please try after sometime.

We would like to thank you for your continued trust and support.

{customer_name} ji iske liye hum kshama chahte hai. Hum jald se jald ise thik karne ki koshish kar rahe hain. Kripya thodi der baad phir se koshish karen.

8. Browsing issue >> Mismatch in policy on product page vs seller info >> Policy on product page vs seller info does not match, why?

Hi {customer_name},

We're sorry to hear that there is a mismatch in the details listed on our website. 

Please share the exact page and the product so that we can look into it.

Be assured, in case there is an error, we'll have it corrected right away. 

We would like to thank you for your support.

9. Browsing issue >> 0% discount offer displayed >> Flipkart, are you trying to get us to shop with you by offering 0% discount?

Hi {customer_name},

Thank you for bringing this to our attention. The offer appears to have been listed in error by the seller.

Please be assured, we are looking into and will have the seller update the details of the discount.

Hope this helps.


10. Catalogue issue >> Accessory related/Compatibility queries >>Flipkart, does X wireless headset work with Y?

Hi {customer_name},

All product features, accessory related information and compatibility details are available on the product page of our website and app.

If you'd like, you can also visit the brand's website for more details.

Hope this helps.

{customer_name} ji aapko {product_name} ke baare mein jo bhi information chahiye, vo web aur app ke product page par uplabdh hai. Adhik jaankari ke liye aap brand ke website par ja sakte hai

11. Catalogue issue >> Basic information missing on product page >> Flipkart, no specifications mentioned for product X

Hi {customer_name},

Thank you for bringing this to our attention, this could be due to an unforeseen listing error faced by the seller.

Please be assured, we are looking into this and we'll have the seller update the product details.

Hope this helps.

12. Prexo Issues>> IMEI not accepted >> Why is my phone's IMEI number not eligible for exchange?

Hi {customer_name},

We're sorry to hear that you're facing issues while using the 'Exchange' feature.

Please write to us with the brand name, model, and IMEI number of the product you are trying to exchange so that we can look into it and help you out.

We look forward to hearing from you.