Notes

1468 - Pickup Related Process/TAT/Tasks/Scenario
Steps to follow while creating Return:
Check if the return policy meets - Product should be Unused, Unwashed and in Original condition with all the tags and packaging (Footwear should have Shoe box)
Check if order/packet is within the return/exchange period – Check PDP for the same
Check if the address is serviceable for pick up in prism.
Create return and inform the pickup/selfship timeline, Quality check, TAT to initiate refund and Refund TAT to reflect into customers account.
Important Points to remember while creating return on behalf of customer:
1. DO NOT set wrong expectation to customers. Product cannot be picked up from a different address by coordinating with the pick up agent.
2. DO NOT confirm item barcode when you create a normal return.
3. Polythene cover/invoice bill is not required to return a product. Do Not ask for the same over the call

Refund TAT:
Self Serve:
IMPS self serve - 1-3 days
OR- 7-10 days
Wallet - 7-10 days. Except for PhonePe, refund will be immediate
PhonePe - Refer Article 1457
Manual Task:
OR - 3BD + 7 to 10 days
NEFT- 2+1 BD
ROH Approved Return IDs :
1. When a return on hold is approved by clicking "Approve" button on prism, Return Promised Date WILL NOT be displayed
2. In such cases provide pick up TAT according to the Logistics partner (Refer to the TAT table listed in the article)
3. Pick Up TAT should be calculated from the next day of the return creation date

Return Section on prism:
1. RID not Approved - We should always refer to pick up promised date on prism and raise the pick up delay task if the promised date is crossed
2. RID Approved - Provide the pick up TAT as per the logistics partner pick up is assigned to
3. Once the return is accepted post quality check, The refund status will reflect as "Refund Initiated". Which means return is accepted and refund is initiated by PPS/IMPs. Further to this, CC has to check PPS/IMPs log to check the refund status
NOTE :
1. Business days includes Saturday and excludes Sunday/public holidays
Disposition : "Return/Exchange - Pickup/Exchange serviceability/policy - Return/Exchange serviceability/policy"

Scheduled Pickup ( Live now):
Scheduled pickup is a value added service offered to customer to choose a preferred date and time slot, where a delivery executive can come & pickup a Myntra return in address specified by customer. This is the free service.
Process:
-- Applicable only for ML pin codes
-- Customers can select "Day" & "Slot" for pick up while creating return on 'My Myntra'.
-- Once return is generated, customer will be able to see the pick up slot choosen on 'My Myntra' . Customer would also receive an SMS/email with the selected slot.
When customer requests to change the pick up address, follow the below process:
1. Decline the return id assigned to 3pl/ Self-ship directly in prism and create a new one with new address given. Before creating a new return id, check if the pincode is serviceable for pick up.
2. If the return id is assigned to ML/EKL, return id cannot be declined in prism directly. However, "Pick-Up – Return – Cancellation" task can be raised. TAT will be 2 Business days to cancel the return. Inform customer the same. Once the return id gets declined , new one can be created with the new pick up address if it is serviceable. Refer Article ID : 1472 for more details on return request cancellation.

Return id is on hold, & customer wants to change the pick up address:
Before clicking on ‘Approve’ in prism(if approval provided), please confirm the address i.e; check the initial request of the customer/email thread before approving or initiating a return and then approve the return as customer might have requested for address change in the email.
Nearest Disposition : "Return/Exchange - Pickup/Exchange serviceability/policy - Return/Exchange serviceability/policy"

Task: Pickup- Disputed Pickup- Disputing Pickup Attempt
There can be instances where customer disputes the pick up attempt i.e; claims that the ML/3PL Pick up person did not attempt pick up inspite of him being available to handover the product(s). Please follow the below process in such cases :
When any customer disputes the pick up attempt , raise Return Task: Pick up-Disputed Pick Up - Disputing Pick Up Attempt Task.
In case of multiple returns, task needs to be raised for individual return id that the customer is disputing upon.
Whenever a return is declined without any attempts or false pickup attempts, front line has to go ahead and raise a disputing pickup task with the new return ID updated in the task along with clear notes.
After inputing the packet id and Return id in the Pickup Tab the "Get Details" button MUST be clicked. If the Get Details button is not clicked the task would not flow to the correct logistics partner since the tracking number and courier partner name would be incorrect.
The return Id which is entered should be an active return id for pickup dispute tasks.
Department will be assigned/reflect after "Save and Close" button is clicked.
Provide TAT of 48 hours as per Sundown policy(Refer Article ID:1515)
Note:
If the customer calls CC and wants the product to be picked post the task is closed then the task should be re-opened, VOC of the customer should be updated.
If the return id is declined, please create a new return id

Process for OB/TaskTeam:
If the product is picked then the task will be closed by Outbound team.
· If customer disputes the pickup attempt then the same will be highlighted to 3PL team.
· If there is an update from 3PL team which informs that customer does not want to return the product then, Outbound team will call the customer and confirm if the pickup should be done.
· If the call is not connected then Outbound team will send an email and close the task.
· Outbound team will raise Pickup - Return - Cancellation task and get the RID declined.
Important : If there is an existing Pickup Dispute task for a particular Return ID, please do not raise Pickup delayed task for the same Return Id as follow up will be done on the dispute task itself to get the product picked up.
Disposition: "Return/Exchange- I do not agree with your pick up attempt - No Pick Up Attempt"
Delivery/Pick Up Attempt Dispute: Give A Miss Call
Good To Know:
SMS will be triggered to all the 'Failed Delivery'/'Failed pickup' orders, both ML/3PL ( except India post orders) . This is to avoid RTO percentage.
If an order is updated as failed delivery/ pickup, an SMS will trigger by next day.
If customer disagree with the attempt, he can give a missed call from his registered number provided while placing order to " +918030088421 "(number should be prefixed with '+91')
If customer contacts us , we will follow the normal process of raising the "Disputing Delivery attempt/ Disputing Pick Up Attempt " Task . As a result of the miss call, below task(s) automatically gets raised & we will avoid marking the orders as RTO/Decline.
a) 'ML/3PL - Customer Request - Do Not RTO-Failed Delivery'
This task gets assigned to DC/3PL partner. CC will not raise these tasks manually and the same will be auto closed once the order is delivered.
b) 'Pick up- Customer Pick up requested - Do not cancel/failed pick up'
This task gets assigned to DC/3PL partner. CC will not raise these tasks manually and the same will be auto closed once the pick up done.
Below is the disputing delivery SMS sent to the customer :
Hi, an unsuccessful attempt was made to deliver your shipment with shipment id xxxx on 2 Dec 2015. Please give a missed call from your registered contact number to +918030088421 if you disagree with the update. Please ignore this communication, if the product is already delivered.”
Disposition:
1. "Return/Exchange- I do not agree with your pick up attempt - No Pick Up Attempt"
2. Delivery -" I do not agree with your delivery attempt - Fake delivery attempt"
Task : Pick Up -Delayed -Delayed more than 3 business daysWhen customer complains that inspite of return id in active status still the pick up is not done & the respective pick up TAT for both ML/3PL is also breached then raise the this task.
TAT for ML pick up delayed task : 48 hours (Refer Article ID:1515)
TAT for 3PL pick up delayed task : 48 hours (Refer Article ID:1515)
sk Categories on which Auto close option enabled
Disputing delivery attempt
3PL
Delayed Delivery
Promised date crossed
Disputing delivery attempt
ML
Delayed delivery
Promised date crossed
Disposition:
"Return/Exchange - Where is my Pick up? - Pick up Delayed"
"Delivery- Where is my order?- Delayed Delivery"
"Delivery- Where is my order?- Promised Date Extended-1"
"Delivery- Where is my order?- Promised Date Extended-2"
Task :Picked Up- Refund Pending (3PL/ML)
Pickup Receipt - RID assigned to ML:
We do not issue pickup receipt while the product is picked up by Myntra Logistics (ML).
Once the product is picked up, a SMS will be sent to customers registered number which will serve as a proof of pickup.
Pickup Receipt - E-kart
E-kart partner will no longer provide acknowledgement slip/AWB copy to the customers while a product is picked up.
Post successful pickup, signature of the customer will be captured in the device carried by the pickup agent and SMS will be triggered.
Pickup Receipt is provided by Nuvo/Express/DE/EE/SF courier.
Important point for raising the Pick up related tasks: After updating the Return id in the Pickup Tab the "Get Details" button MUST be clicked. If the Get Details button is not clicked the task would not flow to the correct logistics partner since the tracking number and courier partner name would be incorrect.
Picked Up - Refund Pending task can be raised for both ML and 3PL if the pick up is done but the refund is not yet processed post the respective refund TAT crossed.
ML picked up-refund pending task : TAT is 48 hours(As per Sundown policy, refer Article ID:1515)

Apologize to the customer for the inconvenience caused,
Check in the 'Returns History Section', when was the product picked up OR Consider the pick up date which customer confirms
a. If there is an update about the product being picked up and it has crossed the refund TAT, then raise 'Picked Up - Refund Pending - Picked up not delivered to WH' task.
b. If there is an update about the product being picked up and it has 'NOT' crossed TAT from the time product was picked up, then advise the customer to wait for the TAT to complete from the time the product was picked up.
c. If customer complains that, the product has been picked up and there is no update under the 'Returns History Section' and it has crossed TAT, then raise 'Picked Up - Refund Pending - Picked up not delivered to WH' task.
Advise TAT to the customer.
While raising any pick up related task, Return Id/Packet ID/Order Id fields should be filled with valid and correct details.
Do not fill characters like '0', '1' etc. Because the task's dept/TAT will be selected based on these details
3PL: 'Picked Up - Refund Pending - Picked up not delivered to WH' : TAT is 48 hours(As per Sundown policy, refer Article ID:1515)
1. If customer highlights that the pick up has been done however refund is yet to happen, follow below steps.
2. Check for return id status, if the status is RID declined/Status Not Updated then track the AWB number available against the return id, on 3PL website.

Capturing Details in Task Fields:
Return ID : Enter the respective return ID.
Order ID : Enter the respective order number of which the product is a part.
Date/Time of Pickup : Probe the customer to know when was the product picked up. Select the date/time of pick up by clicking on the Calendar icon.
Tracking Number : You can find the tracking number in the returns section or on the Pick up receipt.
Pick up Receipt : If the customer has shared the pick up receipt, then select the option 'Yes' and attach the image in 'Attachment'tab.
Delivery Agent Name : Probe the customer for pick up agent name. If you are unable to find out, mention 'NA'.

Task: Return - Picked Up Refund Pending - No Update From WH
This task to be raised when there is a delay in processing refund of a product which has been successfully picked up and reached the Warehouse/Returns Desk.
This is applicable only for pick ups done by 3PL partners.

Process: 1. Once a product is picked up, it takes certain number of days for the product to reach our Warehouse. Post which a QC is conducted and refund is initiated.
2. Once the product is picked up and the same breaches the TAT to initiate refund, we will need to track where exactly is the product. The product has to be tracked on the 3PL website. (Tracking ID will be available on Prism under Returns Section)

If the product is in transit, yet to reach our WH/Returns desk and the TAT to initiate refund is breached, proceed raising "Pick up - Picked up Refund Pending - Picked up not delivered to WH" task.

However, if the product has been successfully reached the Warehouse/Returns Desk and the TAT to initiate refund is breached, we will raise "RETURN - Picked up Refund Pending - No update from WH".

Note : If the task "Pick up - Picked up Refund Pending - Picked up not delivered to WH" is already raised and the update on the same states that the product has been successfully delivered to the WH/Returns Desk, close this task and raise "RETURN - Picked up Refund Pending - No update from WH".

Disposition : Refund> Return - refund pending >select relevant 3rd Category
Refer this doc for disposition list
Pick Up Delayed For More Than 30 Days And RID Declined
If the customer contacts us complaining about a delay in pick up of the product, please follow the steps below:
Check in the 'Returns History Section' for the status of the Return ID.
If the return id is active, follow the normal process of raising a pick up delayed task.
Disposition : "Return/Exchange - Where is my Pick up? - Pick up Delayed"
If the return ID has been cancelled. Check if the cancellation is due to "Bulk Declined by ML/ 3PL"
If Yes: Check if the product is within 30 day return period
If Yes: Initiate the return for the customer and provide the pickup TAT (DO NOT CLICK ON APPROVE IN PRISM)
Disposition- "Return/Exchange - Pickup/Exchange serviceability/policy - Return/Exchange serviceability/policy"
If No: Ask a TL to initiate the return for the customer and share the pickup TAT(DO NOT CLICK ON APPROVE IN PRISM)
Disposition- "Return/Exchange - Pickup/Exchange serviceability/policy - Return/Exchange serviceability/policy"
If No: Share the reason for cancellation with the customer. If customer disputes the reason provided, request the customer to share images of the product and post receiving the images we will raise 'Non returnable products under CC Manager'.
Nearest Disposition: "Return/Exchange - Pickup/Exchange serviceability/policy - Return/Exchange serviceability/policy"

Product Picked Up But No Active Return ID On Prism
Customer claims product has been picked up by ML/3PL but no active return ID on prism.

ML/EKart : Raise "Picked Up>Refund Pending" task by mentioning the same declined return number seeking the pick up tracking details from the customer

3PL: 'Picked Up - Refund Pending - Picked up not delivered to WH' : TAT is 48 hours(As per Sundown policy, refer Article ID:1515)

1. If customer highlights that the pick up has been done however refund is yet to happen, follow below steps.

2. Check for return id status, if the status is RID declined/Status Not Updated then track the AWB number available against the return id, on 3PL website.

- If it confirms that the pick up has happened. Raise the above task, pickup receipt is not required from the customer.

- If on 3PL website tracking, there is no relevant update, please ask customer to share the pick up receipt (for DE/Ecom/NE/SF). Once customer shares the same, raise the above task and choose "Yes" under pick up receipt attached section by attaching the same. Please mention the pickup receipt Tracking number under "Tracking Number BD/FDR" section after selecting "Yes"

- If the customer claims that pick up receipt is not available with him/her, then raise the above task and choose "No" under pick up receipt attached section.

Note: Before raising task, ensure to track product location on the respective 3rd party logistics website & if the product has reached our warehouse raise relevant task i.e; Return- Picked Up Refund Pending - No update from WH Task.

MPORTANT : Pre-approved RID's can only be picked up if the below conditions hold true
i. Empty Box/packet cannot be picked up
ii. Price Tags are mandatory for item to be picked up
iii. Article type should match
If the above conditions are not met, even Pre-approved RIDs cannot be picked up, so DC/ 3P teams should not pressurized under the pretense of pre-approved RID.

Dispositions:
Return/Exchange - Where is my pick up? - Wrong Product Picked Up
Return/Exchange - Where is my pick up? - Extra product picked up