Notes

1. The feature to update contact number is only available on the website (not in App).

Steps to update contact number (via Self-serve)

Go to 'My Account'
Under 'Account settings', go to 'Profile information'
Edit the mobile number
OTP SMS will get triggered to the old & current phone number which is entered in Flipkart account
Enter the 'OTP' along with 'Password' and click on 'Verify mobile'
Click on 'Save Changes'
Flipkart Account Related >>> Account Info Change >>>Contact Number Change

3. <_customer name_>,while we understand that you want to get your order sooner, I’d like to let you know that the delivery of your order cannot be prioritised as the delivery date of an order or an item depends on many factors like the seller's location, your delivery address, and the type of product. Based on this, a definite delivery timeframe is given to you by the seller.

Although we'd like you to get your order sooner, it’s not something we can promise as the sellers and their partnered courier service providers need some time to process, ship, and deliver your order. You can be sure that the seller will do their best to make sure that your order reaches you on or before<_promised date_>.

We hope you understand.

4.Hi <_customer name_>,

We're really sorry to hear about this experience and it's definitely not something that we'll take lightly.

Please be assured that we'll look into this and make sure stringent steps are taken as this does not live up to our Customer first philosophy. That said, we'll do our best and put measures in place to ensure that such instances do not occur in future.

Thanks for being with us.

Cheers,

Flipkart

7. Assign the case to backend and provide Oathkeeper TAT to customers

Tagging : Order Delivery >> Delay >> Smartbox /qikpod related issues >> Unresolved

8. DT path: Delivery Related >>> Special Request >>> Change Delivery Date >>> Change the date

10. Let customers know that the couriers are auto-assigned by the systems based on the pincode, available delivery slots with the courier service providers, the promised delivery date of customers' order etc.


We do not have an option to ship it via any specific couriers


Tagging on Smart Assist: Create Case >>> Order Delivery >>> POS related >>> customer requested for POS/Card swipe machine

11. We'll be sorry to cx that the seller will not be able to fulfill your request as order has already been shipped/ processed. If you'd like, you could ask a friend or a family member to collect the package on your behalf from the current address. If that is not possible, then you could cancel and place a fresh order to be delivered at a different address. You can also choose to get the product delivered at a pickup store if there is one in your area. You would need to place the order from our mobile app to check the availability of a pickup store.

13. -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

14. Tag the incident under delay in delivery and mention comments that the customer wants to cancel the order; provide Resolution Deadline to customers

Tagging on SA: Drop Ship >> Delivery Related >> Delay in Delivery

15. Collect the following details and assign the case to Service Return Team:

Serial number of the product
Service center details if customers have visited one
Expiry or warranty end date of the product
Defect with the product
Tagging on Smart Assist: Create case >>> Create case >>> Returns >>> Warranty related >>> Warranty expired >>> Service Returns Team >>> Unresolved


16. Customer 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)


17.