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Ans- send an SMS 'DCEMI' to 57575 to check eligibility and they will receive an SMS immediately with an update (charges for the SMS service will depend on the service provider)
Tagging- Create Case >>> Product Purchase Queries >>> Product Specific Information >>> Payment methods available
2. Customer is complaining that he want to cancel the product in an order of two products which is being shipped with the same tracking id. What needs to be informed and what should be the tagging?
Ans- The item you’d like to cancel has been shipped in a package along with other items. If you wish to cancel this item, the other items in the package will also be automatically cancelled.
Tagging: Product Purchase Queries >>> Product Specific Information >>> Cancellation and Return Policy info
3. Customer is complaining that after applying the cream (Fair and Handsome Fairness Cream (Emami Fair Handsome Facewash Worth Rs.38 Free) (30 g)) my skin is getting itching.
Ans- Apologise and acknowledge the issue and follow the communication guidelines and assign the incident to the Health and Safety team for the resolution and provide the Oathkeeper TAT
Tagging- Returns >> Product related >> Health and Safety
4. Customer is complaining that the mobile received is not working (Speaker). Hence, wants to replacement. While checking in SA RMT call back arranged. What we should educate to customer and tagging.
5.
Ans- Told to cx call back arranged with in TAT
Tagging- return status solved
5. Customer is complaining that he did not receive sim ejector toll along with the mobile, what action should be done based on the pre checks?
Ans- Create incident >> Refunds >> Refund Related Issues >> Mobile accessory issue - TOA request >> Unresolved
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