Notes

Hi,

Please find the details of the Knowledge Check conducted by SAVVY on November 19, 2018.

Following are the questions of the Knowledge Check:

Q 1. Cx reported that he is getting skin allergy after using a particular product and seeking for the resolution. What action should be taken?
(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)

Q 2. Cx is requesting invoice for the product. However, return is created for the same. What will be the action and tagging?
(Ans: Deny the cx and tag under cancellation and return policy)

Q 3. Cx is saying that he has placed an order on EMI but it is not converted to EMI. What are the checks to be done and what will be the process?
(Ans: Check if customer has contacted us within/post 7 business days from the date of purchase
Within TAT – Please educate the customer about the EMI conversion TAT
Post TAT – Request the customer to contact the bank.)

Q 4. Customer contact received to change the address of the shipment after the order is placed for Grocery. What will be the process and tagging?
(Ans: Politely deny address change request and request the customer to place a fresh order with the new address.
Tagging on SA: Create case >> Order Modification >> Customer Requests for changes >> Address change denied.

Q 5. Cx is saying that he has placed an order for 500 but only 1 Plus Coin is earned instead of 2. What are the pre-checks and action to be taken?
(Ans: The Coins will be earned on the final order value excluding any instant discount or instant cashback credited to PhonePe wallet.
(Ans: Refer 'price breakup' section for Cashback details.
E.g:
-Final check out value for an order: Rs. 1350
-Instant Cashback amount: 135
-No: of eligible Plus Coins: 4 (and not 5)
Tagging: Create Incident >>> Flipkart Plus >>> General Enquiry >>> Enquiry about Plus Zone).

Below is the consultant wise details:


Thanks and Regards,
Savvy