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Tagging -Create case >>> Payments / Wallet >>> Enquiry related to Wallet, EMI Usage >>> Will EMI work on Net banking/Debit card
Information -offer is available for few selective Customers who have account with AXIS/HDFC/ICICI/SBI once they login
Once they login in to Flipkart website/App/mobile site app they can see this offer on their homepage. Please refer the screenshot
If the customer not seeing the offer then they need to contact bank to get the Pre-approved EMI for debit cards
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?
Tagging - Product Purchase Queries >>> Product Specific Information >>> Cancellation and Return Policy info
Information - Inform the customer that all the products will be cancelled and single item cancellation is not possible
Customer agrees: Cancel the order and provide the confirmation to customer. Also, request the customer to place a fresh order for the required item
Customer denies: Inform the customer that the cancellation of a single item is not possible. Request customer to accept the package and contact CS to raise a return request
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.
Tagging -Returns >> Product related >> Health and Safety
Information - 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
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.
Information – will inform the cx that when cx will receive the callback
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?
Tagging – Refund noti
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