Notes

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.

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)




Address change DT disabled (request denial, if special request DT is not enabled):

Flipkart Account Related >>> Account Info Change >>> Contact Number Change

12.

Return id is Active:
For EKL: Inform the customer that he/she will get an automated call for pickup cancellation request confirmation and can give the input and based on that pickup will be reattempted

For 3PL: Inform the customer that we will get an automated /manual call for reattempt confirmation

RVP not done (Pickup status enquiry)

13.

Address change option will not be available for any products listed under large and dropship category. If customer requests for change in address (large category product), consultants must deny the request or provide the option to cancel the order and the customer should place a fresh order with the new address (irrespective of the order status)

22.

Offer duration: 20-December-2019 (12:00 am to 11:59 pm)

23.

00:00 hrs, November 19th 2019 to 23:59 hrs, November 19th, 2020

26.

If the customer has created a replacement request within the replacement policy and the replacement SLA is greater than 20 days:

Cancel the replacement request and provide a refund
Tagging on SA: Follow the customer return DT >> Select the exact reason for replacement >> Select Wait & refund

27.

Run the Customer return DT >> Choose reason >> Choose reason


If the return gets approved - Provide the information and solve the incident

If you get the below message, inform customer the request has been taken and provide Oathkeeper TAT for resolution

'We've noted your request for a return and you will get an update on this within the next 5 business days'

28.

In 3PL cases

31.

first refund will be initiated after that the pick up of the product will be done.,,.as per the process.

32.

Going forward, consultants are requested to document 'outer package was tampered' or 'outer package was not tampered' as a part of the notes while creating a return for Damaged Product/Missing products/missing accessories/qty missing and part missing cases. This will be applicable for all category of products.

33.

Capture the below mentioned details in the incident note, tag the case as mentioned and provide Oathkeeper TAT to customers. DO NOT take action on return

Customers issue (Ex: accessory missing, accessory defective/ damaged etc)
Type of accessory (charger, headphone, data cable, any others)

Create incident >> Refunds >> Refund Related Issues >> Mobile accessory issue - TOA request >> Unresolved

34.

in sales package the Headset is not available.

Here is the sales package details with the product:

Handset (Inclusive of Battery), Adaptor, USB Cable, TPU Case, Protective Screen Guard, SIM Ejector Pin, Quick Start Guide, Warranty Card