Notes

1. if customer request for invoice firstly we have to check the product is in delivered state then we have to download the invoice and send the invoice – tagging – invoice soft copy archived- L1 non wsr solved.
2. if customer request for invoice firstly we have to check the product wether Order has been cancelled.
Order is returned
Order is in Return requested
Refund is Completed
Out For Delivery
then we have to deny for soft copy

Tagging on SA: Other requests >> Invoice request >> Hard copy along with seal and sign >> Solved

3. if cx came within policy period and said he want to return the product firstly we have to check wether it comes under which policy
If cx pikcup the call then we have to create return

and if cx donot pikcup the call then we have to send the RNR template with sms (24 hours)and tagged the case under bank details internal update for 04 hours.

If cx come 2nd time he has not pickup the call then we have to ask the exact issue over the mail and tagged the case under customer update for 72 hours and also send th SMS for 02 .
4. if cx came and we check that the product comes under no return policy and the product received by him is damaged , defective, different (size, color) then we have to create a return if cx contact us within 10days from the date of delivery and we have to give replacement for the first time.
5. If cx come and said that he want to know the status of his order then we have to provide the re;levat information and tag the case under status check waiting for internal update.
If cx came and he said that he has not received the refund firstly we have to check the refund DT and sla of the refund then we have to send the template of refund intimation and tagged uner refund stayus inquiry waiting for internal uodate and also send the sms.

If refu d dtae also breahced and cx said not received the refund then we ask cx to contatct bank , phonepe, gift card depends upon the refund mode and still he is saying refund not received then we have to assing the case to payment team by using refund delay post initaion issue type.

If cx came we checked that the case is already assinged to our concerned team then we have to give him buy time and understand the concern as per cx concern and after that we have to update the cxase where case is already assingned and then we have to tag the case as follow up solved nRR .




Hi Ananth, Thanks for writing in and being a valuable Flipkart plus member. We'd like to let you know that we tried to get in touch with you on '9481715217' to talk to you about your concern but could not reach you. We understand your concern that you want to receive your invoice for the product 'Philips Pro Skin Advanced QT4005/15 Trimmer For Men DELIVERED'. A short survey that won’t take more than two minutes of your time has been sent to your registered email address to get your feedback on the resolution provided and our conversation. You can confirm if you’re happy with the resolution provided by choosing ‘Yes’ or ‘No’ and also rate our conversation experience on a scale of 1 to 5, 1 being the lowest and 5 being the highest. Your feedback is really valuable to us and will help us enhance your experience. Thanks for choosing Flipkart.