Notes

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Q1. Where and when will the winners be announced for the offer ‘Enroll and stand a chance to win Nike Pegasus 36 running shoes’?
Ans- Offer duration: 17-November-2019 (12:00 am) TO 26-November-2019 ( 12:00 am)

The final winners will be announced by Nike on 29-November-2019.
Nike will reach out to the winners through email or on their mobile phones within 5 days of announcing winners i.e. 29-November-2019 and winners will also be announced on Flipkart on this page
The winners will receive their rewards by 15-Dec-2019 (2-3 weeks post winners' announcement), provided the shipping & contact details have been duly furnished by the participants at the time of sharing the screenshots
The Participant is eligible for entry from 17-November-2019 (12:00 am) TO 26-November-2019 (12:00 am). Entries submitted prior to or after an Entry Period will be disqualified

Q2. If customer states that the product was missing at the time of delivery or adamant that the Wishmaster has not delivered the product. What action need to be taken? Note: (Grocery Product).
Ans- Ans- - Check whether the tote seal was removed in front of the customer or not.
- Capture this detail and assign the case to backend team
Esclate the case Customer wants to return he product.

Q3. If customer's return is rejected as TNS_RVP_Fraud and case is already with the team ‘FRM Return Bulk/ FRM Return fraud'. What action need to be taken and what info need to be shared with the customer?

Ans- Scenario: Customer return is rejected as TNS_RVP_Fraud
Return created through self-serve/ 'Customer Return' DT :
Check if there is any incident available in 'FRM Return Bulk/ FRM Return fraud' queue
Yes - Update the same incident and inform the customer to wait for 72 hrs for resolution
No - Inform customer to create a new return again through self serve as there is some technical error
Tagging on SA: Create Incident >> Generic >> System issue >> System downtime - Routed self serve


Q4. Customer wants to know in case he is returning an item, will the packaging not be needed during the pickup? (Plastic Collection Process-Pilot)
Ans- The external plastic packaging used to cover the actual product will not be needed in case you choose to return an item.
The brand box with all the accessories and the product will be needed as part of the pickup process.




Q5. Customer asked why PAYLATER (BNPL) option is disabled as he is a Financing partner (Kissht). What info need to be shared with the customer?
Ans- Financing partner (Kissht) will phase out as a lender and the PAYLATER option will be disabled for users in phases who are currently on BNPL powered by Kissht. These users will no longer have this as a payment option
Customers will be migrated to New financing partner (IDFC) and as a part of migration, customers will be requested to complete the KYC process