Notes

1 cx can change his registered mobile number only from web site.
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2. if promise date breached assign the case to team and give buy time otherwise wait till wait till promise date
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3. we need to share priority templete from sa
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4.Apologise to the customer
Capture the complete notes on Smart Assist and inform customers that the feedback will be shared with the courier service providers to make sure that such instances are not repeated in the future and close the case.
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5.If the status is not Out for Delivery even after 4:00 PM, inform the customers that the courier service providers will do their best to get the order delivered as per the promised timeline, however, in the unlikely event of the order getting delayed, the courier service providers will be intimated about this and they will attempt the delivery within the next business day.
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6.Request the customer to wait until 7 PM/9 PM/ 11 PM (based on the delivery model) for the product to be delivered
Use the communication guidelines to handle this query

(Communication guideline: Thank you for your valuable feedback. We will communicate the same to the courier partners. However, the Wishmaster will contact you before delivery and the product will be delivered by 7 PM/9PM/11PM.)


(ONLY For EKL) Share the ‘Bridge Call’ details as per SA and request customer to contact on the same



Tagging on SA: Order delivery >>> Order status-related >>> Status check >>> Waiting for internal update
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7.If the customer calls and informs that 6 digit pin is not working while collecting the order, escalate the issue to the L2 team and provide the Oathkeeper TAT.


Tagging on SA: Order Delivery >> Delay >> Smartbox /qikpod related issues >> Unresolved
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8.If customer requests to reschedule the delivery, after the Promised date (contact made within Promised Date)- Schedule delivery as per customer request by following the below DT path (Reschedule date can be set until 5 days from the current date)

Tagging on SA: Delivery Related >>> Special Request >>> Change Delivery Date >>> Change the date
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9.After an order is placed, the order will reach the 'Delivery hub (DH)'
Team lead (TL) in the DH will sort the product as per NSS and Incomplete Address (ICA)
TL will check if the order is a "Replacement Order (if the shipment was collected through DH pick up)'' or if it's a "Normal Order"

If the order is a "Normal/ Replacement Order (previous shipment was collected through DH pick up)":

An SMS is sent to the customer stating to pick the product from the DH pick up hub (The SMS will consist the hub's address, map, location and PIN).
Customer should visit the DH within 5 working days to collect the shipment from the day it has reached the DH
Original ID card of the customer who placed the order should be produced at the time of pickup in case 'Friends/Relatives' are collecting the product
If customer comes to DH to "pick up", the order will be delivered and the customer will be informed stating "if customer wishes to return the product, he/she needs to come to the DH to deposit the product"
If the shipment is a "COD" order, cash is handed over to the cashier in the hub and the order will be delivered to the customer
If customer is not willing to pick the product from the DH, the order will be RTO'ed as "NSS" as per the current process post 5 working days after the product is scanned in the DH

Incomplete Address (ICA):

Customer is requested to provide the correct address and the shipment will be delivered
If not, the order will be RTO'ed as " Incomplete Address"
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10.this facility available on selected pin code, if it will be available cx can avail
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11.Check if Address change DT is enabled:


DT enabled: Through 'Address change' DT, update the contact number and inform the customer that the contact number has been updated


DT disabled: Inform the customer that right now the contact number cannot be updated, instead an alternate contact number can be added for Wishmaster's reference (Only if the Special request DT is enabled)
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12 (Return ID is Cancelled for 1st Time)


Check if the previous return was created with the wrong reason. Probe the customer the exact issue with the product / check if there is more than 1 issue with the product and create a return accordingly


If the return was created with correct return reason but still WM denied then assign the cases to the L2

(Return ID is cancelled more than one time)


Customer dependent:

If all previous returns were created by the customer via Self-serve with an incorrect reason - Create a new return with the correct reason





Non-customer dependent(If all previous returns were cancelled incorrectly by Hub/Wishmaster):


Assign the case to backend and provide the oathkeeper TAT to the customer


NOTE: Do not create any new return
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13.customer contacts and wants the delivery of the product at a different address:


Assign the incident to L2 team and provide the Oathkeeper TAT to customer

Request the customer to wait for Oathkeeper deadline so that we can coordinate with the seller and get back with an update

Tagging on SA: Drop Ship >> Delivery Related >> Delivery Address Change Request
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denied to cx
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15assign the case ot wsr team with invoice/warranty mismatch
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16Customer can avail the offer through Flipkart Gift Card partially provided that the amount paid through Google Pay is equal to or more than INR 500. In this case, offer will only apply on the amount paid through Google Pay against the eligible product(s)
Amount underlying the scratch card shall be processed on or before 20th February, 2020
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17.price adjustment upto 10% or order order assign the case,, for mobile directly assign the case to backend
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18.INTERNAL_ERROR

Tagging On SA: Create Incident >>> Offers >>> Targeted Discount/External Coupon >>> Unable to redeem Discount/Code >>> Unresolved
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19.In Case of a tie, the tie will be broken on the basis of the time taken to give the correct answer. The participant with the lowest time taken across all answer will be adjudged the winner.
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20.assign the case to backend