Notes
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Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
47----RTO/Pickup confirmed
Use the 'Return Action Override DT' and let customers know that the refund has been initiated and the refund amount will be credited to the customer's bank account/credit or debit card/Gift Card/PhonePe wallet by 'SLA date' under 'Refund(s).
Tagging on SA: Return Action Override DT >>> Issue type (Cancellation/RTO/RVP done Refund Pending) >>> Submit
46----SMS DT will be available for Consultants on Smart Assist after Incident creation (L1) and for consultants who are assigned to work on the incident (L2 teams).
SMS DT can be used when specific information needs to be sent to the customer on customer demand.
This DT should NOT be used for all calls or if customer does not request any such communication
SMS DT is mandatory if:
The customer's issue is related to refund, the UTR/RRN/ARN number is available on Smart Assist, share these details with customer through SMS by adding the relevant details (amount, bank account/credit card/debit card, date and UTR/RRN/ARN (if available)
The 'Send SMS' tab will be visible only on the incident page and not on any other pages like order, return, service etc
44----we'll assign the case to L2 with "Refund Delay Post Initiation" issue type to payment management
42----Check if the RVP/RTO/cancellation is completed?
17---If the freebie price is less than or equal to 10% of the order value
Issue price adjustment for that amount
Follow Price adjustment DT >>> freebie_defective
If the freebie price is greater than 10% of order value
Assign the incident to L2
Create Incident >> Refunds >> Refund Related Issues >> Eligible TOA not provided >> Unresolved
18---- Check the error message customer is getting and capture the same in notes
Error Message
STORE_READ_EXCEPTION
INTERNAL_ERROR
STORE_WRITE_EXCEPTION
CCEV_NOT_FOUND
PARTIAL_STORAGE
OEV_NOT_FOUND
TNS_FRAUD_DETECTED
Tagging On SA: Create Incident >>> Offers >>> Targeted Discount/External Coupon >>> Unable to redeem Discount/Code >>> Unresolved
27----TNS RVP froud...and inform to cx that create a return through self serve...otherwise assign the case to L2
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