Notes

1. ICICI Debit Card EMI has been disabled temporarily due to an unforeseen issue at the bank's end until further update. Please assist customers accordingly in case of such contacts.

2. 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

3. politely deny cx

4. Customer contacts and state that the person has not placed an order but has accepted someone else’s order by mistake and wants to return it.
Assign the case to backend team, by capturing the caller/customer name and contact number and provide the oathkeeper TAT
NOTE: Capture the tracking id or order id if available.
Tagging on SA: Create incident >>> Order Delivery >>> Delay >>> Customer not received the product, but got delivery confirmation message/email >>> Unresolved

5.Check if the order is shipped via Ekart OR 3PL
Shipped Via Ekart:
Go to Delivery Related DT and check if the option “Special Request DT” is Enabled or Disabled
If the option is enabled ‘Click on Add hand over details and add the number provided by the customer and submit and close
If the option is disabled politely deny the request
Tagging on SA: Order delivery >>> Order status related >>> Status check