Notes

24

Check the 'Offer Details' tab on SA or CasperLite to see the details of the offers applied to the order:

Customer had to pay as per the T&Cs: Educate the customer about the charge and solve the case

Tagging on Smart Assist: Create Incident >>> Offers >>> Third Party Offers >>> Enquiry about status of third party offers >>> Solved


Customer is NOT supposed to pay any charges to the brand: Tag the case as below based on the customer's query and provide Oathkeeper TAT to customers
Tagging on Smart Assist: Create Incident >>> Offers >>> Third Party Offers >>> Brand is charging additional Fee >>> Unresolved



35


Same issue(return reason / sub-reason) reported by the customer after the tech visit: Redirect the customer to the brand's authorised service centre by providing the address of the nearest service centre
Tagging: Create Incident>>Installation, Demo and other Services>>Enquiry about Services>>Service centre details>>Solved



36


Process the return request by customer return DT, do not provide any Troubleshooting steps for laptop. Inform customer that they will receive call back in next 24hrs
Tagging on SA: Customer return DT >>> select the product >>> choose reason >>> return type >>> submit


Also, need to share bellow mention details as per the scenario:

*If a return request is already raised and incident (named: 'Tech Visit to be done for return approval') is not resolved when the customer contacts:

* For the return reason- Defective, provide the committed by date to the customer
* If the return reason is 'Damaged' or any other reason, inform customers that they will receive a call back in the next 24 hrs; Do NOT provide committed by date for these cases



37


In EKL is does not require the receipt as it is mandatory only for 3PL cases Logistic


40


A refund or a replacement can be offered to customers for all products under electronics category with a product value less than or equal to Rs. 1000

Hence, Create customer return through 'Customer Return DT' and info share with cx