Notes

1515 - Revised Task ProcessClick Here

Revised Task Policy:


In order to provide a better and faster resolution to our customers, we would be implementing revised task process on the below mentioned task categories.

3PL – Disputed Delivery – Disputing Delivery Attempt
3PL – Delayed Delivery – Promised Date Crossed
ML – Disputed Delivery – Disputing Delivery Attempt
ML – Delayed Delivery – Promised Date Crossed Reached DC
ML – Delayed Delivery – Promised Date Crossed Not ReachePickup – Delayed – Delayed More Than 3 Business Days
Pickup – Disputed Pickup – Disputing Pick Up Attempt
Pickup – Picked Up Refund Pending – Picked Up Not Delivered To WH
Return – Non-returnable Products – Wrong Product Received
Return – Non-returnable Products – Used Product Received
Return – Non-returnable Products – Defective Product Received
Return – Non-returnable Products – Defective Post Usage

Note: If any of the above mentioned tasks(covered under revised task TAT policy) is in open status even after 48 hours TAT is breached & still there is no resolution then FL should share 24 hours TAT for an update in case the customer contacts post 48 hours breach.

Handling Dispute Declined Cases:


Process at L1:

Customer complains about the following and wishes to create a return:
Wrong product received
Defective product received
Used product received
Defective post usage
L1 Champion will probe for details as per 1472 - Return Exception Scenarios & Process and raise a task if all details are available.
L1 Team to raise a task for such disputes from customers:
Dispute – Reinvestigation Request- Wrong Product received
Dispute – Reinvestigation Request- Used product received
Dispute – Reinvestigation Request- Defective post usage
Dispute – Reinvestigation Request- Defective product received
The task category would have all necessary fields of a Non-Returnable Category task, LOB to be Escalations and Department “CC Manager” for all tasks.
The dispute task category will have a TAT of 24 hours for final decision