Notes

Return type:-
1 wait & replace = rvp not done/ status check
2 wait & exchange = rvp not done/ status check
3 wait & refund = rvp not done/ refund check
4 Exchange & expect = status check
5 replace & expect = status check
6 refund/replace & don't expect = return status

#Reverse Pick up(RVP):-

*pick up from Wishmaster. If area is seriveceable. (cx will return- false) (will be a pick up date)
*if cx have to do it from their side- when the area is not serviceable. (customer will return- true). (CWS) (will have no pick up date, will have the return address)

#Imp.. point to remember:-

*The pick up status enquiry cases for return type"replace&expect/exchange &expect should be tagged as status check

#Prexo Deniel:- Prexo deniel for only mobiles and it is tagged under "prexo validation denial"

# Non prexo denial/ wishmaster denial:-

* price tag / brand /warranty card missing( f.A, Inform the customer pickup denial according to life cycle)
Create incident > product purchase Queries > product specification > cancellation and return policy

* " " " " " :- ( non F.A) provide the oathkeeper tat to the customer.
create incident>returns>reverse pickup related>wishmaster denied pickup.

Wishmaster denied pickup (without coming home) (f.A or NON F.A):-

create incident>returns>reverse pickup related>wishmaster denied pickup.

CSAT / RR

CSAT :- Customer rating 1 to 5
RR :- if you are happy with the resolution (from customer end ) given in form of (Yes, No)

Solved = CSAT /RR
Unresolved = CSAT
Wait for internal update = CSAT
Wait for customer update = CSAT
Solved NRR =

If customer not able to find the service centre in their location and not available or closed( request the customer to contact the brand on the brand toll free number)
Tagging:- create incident > installation, demo other services > enquiry about services > service centre detail > solved
If we have unable to find or link of service centre:-( assign L2)
Tagging :- create incident > returns > service center related > service center closed / no service centre .. unresolved

If service center delaying the customer issue:-
Tagging :- returns > Service center relaye > Service center denied service / charged / delayed /resolution > solved

Quarey :-
Inform the customer to get in touch with authorized service center or brand contact center no L2 transfer

Service center denial online purchase:-

(Alt no., service center detail, contact no. of service center or person in charge, issue with product, reason for service denial, complaint no. provided by the brand_) transfer to L2
Tagging:- returns > service center related > service center denial due to Ecommerce >> unresolved

Note:- if the brand is charging for service for liquid damage or phy damage ( inform the customer to get touch with the brand or authorized service center.

Warranty related :- (Mismatch in product on brand website and the invoice provided)

capture the details:- serial no. of the product, service center details that customer visited , expiry date of the product or warranty end date, defect with the product, provide the OATH KEEPER TAT and assign to L2

Tagging:- create case > returns > warranty related > warranty expired > unresolved


Introduction to Refunds

Prepaid :-

1 . Phonepe ( This option is available for only if the refund is equal to or less than RS 20,000 and the phonepe wallet is active. Customer can thereby transfer to his linked bank account post setting up the UPI pin. )
2 . Back to source ( The amount will transferred to the source opted by the customer to pay while placing the order)

Postpaid:-
1. phonepe( ( This option is available for only if the refund is equal to or less than RS 20,000 and the phonepe wallet is active. Customer can thereby transfer to his linked bank account post setting up the UPI pin. )
2 NEFT ( need customer bank acount details )
* Bank account number *IFSC code *Account holder name
* bank name *Branch name


Refund related queries :-