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- Process for Email Team: Email teams should not assign these cases to L2, instead mark the incident as 'Waiting for Internal Updates' for 72 hours (change the queue to 'Email') and buy time from the customer.
2. Customer is informing that i have received the 'Redmi K20 Pro' package on October 28, 2019 but in package i found QC Stickers. Please let me know whether this product genuine or not ? What we should educate to customer, what will the tagging.
- Updated as of 10-Oct-2019 (07:00 pm): If customers contact and state that there are QC Stickers on Redmi K20 Pro package and seeking clarity on the genuinity of the products, assure customers that these are not refurbished units. As a stringent measure of quality, Xiaomi has an additional quality check basis random sampling from the final retail units and these units are assigned a QC pass sticker once the inspection is over. Tagging On SA: Product Purchase Queries > Product Specific Information > Warranty, guarantee related info || Download Type: Self Learning ||
3. Customer is inquiring about the order status. While checking in Smart Assist order is in out for delivery status and he didn't subscribed for this order. In this case we should inform about the order out for delivery and also educate the customer about the 'Subscribe' option for future orders.
(True or False)**
- True
4. If order is in shipped status we should educate to customer you can expect more updates once the seller ships the item. (True or False)**
- False
5. Customer is complaining that amount has been debited but order was not confirmed. while checking in Smart assist order is in created status and in payment TAB amount is in success status (24hrs already crossed) and in payment refunds Tab refund is initiated status. what we should educate to customer and tagging. Note: Cx made a payment using E gift voucher.
- Refund details available:
Inform the customer that the order was not fulfilled and hence the refund has been provided on <Child Refund create time>.
The amount will be reflected in the customer’s account within 8 business days from the day of refund completion. (For EGVs the refund TAT is 24 hours)
Tagging on SA: Create Incident >>> Payment prepaid >>> Payment awaiting >>> Solved
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