Notes
Notes - notes.io |
1
Payment/Return
Payment Awaiting
http://10.24.0.105/flipkart/#/yoda/article/5ada1899190000baf79d2401
Payment Awaiting
Amount debited, order not confirmed
Payment Failed
http://10.24.0.105/flipkart/#/yoda/article/5ada1899190000baf79d2401
Payment failed/Payment pending
http://10.24.0.105/flipkart/#/yoda/article/5ada1899190000baf79d2401
Payment Awaiting
L1 process flow: (Including Chat & Email)
http://10.24.0.105/flipkart/#/yoda/article/5ada1899190000baf79d2401
As per bau process/ comm guidelines available on YODA.
Amount Debited Order Not confirmed
http://10.24.0.105/flipkart/#/yoda/article/5ada1899190000baf79d2401
Return Creation/Return Approval
To be done through Return Approval/Customer Return DT
Return Guidelines
Return Cancellation
To to done through Post Delivery Issues DT
Trouble shooting for Mobile category Product
Go to Yoda --> Trouble shooting Guides --> Mobiles
Troubleshooting category on YODA
Troubleshooting Guides
2
Cancellation and Return Policy info
Enquiry about Flipkart's cancellation/return policy
http://10.85.52.152/flipkart/#/yoda/article/59e1eb61140000205e6037ff
As per bau process/ comm guidelines available on YODA.
Tagging, Cancellation and Return Policy info
Smart pick up rejections (For returns)
http://10.85.52.152/flipkart/#/yoda/article/59e1eb61140000205e6037ff
Prexo Mobile, Denial, Mobile Prexo, Reassess, Non-Reassess
Collapsible Wardrobes cancelation
http://10.24.0.105/flipkart/#/yoda/article/5bdb323f23000025c29f3a76
Collapsible Wardrobe, Cancellation process
Customer wants a replacement instead of a refund or a refund instead of replacement (RVP completed)
http://10.85.52.152/flipkart/#/yoda/article/59e1eb61140000205e6037ff
Tagging, Cancellation and Return Policy info
Order modification scenario
http://10.85.52.152/flipkart/#/yoda/article/59e1eb61140000205e6037ff
i-Know Guide #36: Order Modification
Multiple orders shipped with a single tracking ID
http://10.85.52.152/flipkart/#/yoda/article/59e1eb61140000205e6037ff
Tagging, Cancellation and Return Policy info
DTH category (defective/missing/damaged/mis-shipped)
http://10.85.52.152/flipkart/#/yoda/article/59e1eb61140000205e6037ff
Return Creation Guidelines for Auto/ Manual Approval Cases
http://10.85.52.152/flipkart/#/yoda/article/5a72de082c00003a957e4aff
Return, Override, Auto, Manual Approval
Customers inquires about refund status on COD order (RTO/ Cancellations)
http://10.85.52.152/flipkart/#/yoda/article/59e1eb61140000205e6037ff
Tagging, Cancellation and Return Policy info
3
Customer not aware of cancellation/ Reinstate request
Ubona IVR cancellations
http://10.24.0.105/flipkart/#/yoda/article/597986bd4e0000d57efb7b6f
As per BAU process/ Comm guidelines
RTO, Order cancellation
RTO Cancellation Reason
http://10.24.0.105/flipkart/#/yoda/article/597986bd4e0000d57efb7b6f
Tagging Path
http://10.24.0.105/flipkart/#/yoda/article/597986bd4e0000d57efb7b6f
Comunication guidelines
http://10.24.0.105/flipkart/#/yoda/article/597986bd4e0000d57efb7b6f
IVR cancellations
http://10.24.0.105/flipkart/#/yoda/search/Customer%20wants%20to%20reinstate%20cancelled%20order
Pre Shipped Cancellation reason/Sub reason
http://10.85.52.152/flipkart/#/yoda/article/597986bd4e0000d57efb7b6f
4
Product is to not eligible for return
Customer contact received for return where Tech Visit outcome as No trouble found.
http://10.24.0.105/flipkart/#/yoda/article/59e49bb512000097816841bc
As per BAU process/ Comm guidelines
Process to handle Post Policy related issues
Customer not willing to visit the service center post policy
http://10.24.0.105/flipkart/#/yoda/article/59e49bb512000097816841bc
Service center denied to provide service post policy
http://10.24.0.105/flipkart/#/yoda/article/59e49bb512000097816841bc
Customer contacted to return Smart Buy product, post policy period
http://10.24.0.105/flipkart/#/yoda/article/59e49bb512000097816841bc
Customer contact within/post policy period and wants exceptional return
http://10.24.0.105/flipkart/#/yoda/article/59e49bb512000097816841bc
Item not eligible for return (under manufacturer warranty)
customer contacted stating wrong cancellation
Customer contacts post policy period and asks for refund/ exchange /replacement
http://10.24.0.105/flipkart/#/yoda/article/59e49bb512000097816841bc
5
Specifications related issues
Amper Evident Packaging for Mobile Phones
http://10.24.0.105/flipkart/#/yoda/article/5daeb7c857000000364b7ff9
As per BAU process/ Comm guidelines
Tamper evident packaging, Mobiles
Detailed doc regarding ‘Tamper Evident Packaging’
http://10.24.0.105/flipkart/#/yoda/article/5daeb7c857000000364b7ff9
Wants to know about the SMS/ email that customer has received about the new packaging model
http://10.24.0.105/flipkart/#/yoda/article/5daeb7c857000000364b7ff9
6
Payment methods available
Customer enquiring about 'Pay Now' feature
http://10.24.0.105/flipkart/#/yoda/article/5ad8938e19000087c49ce8a4
As per BAU process/ Comm guidelines
COD, Prepaid
COD to Prepaid Payment Conversion guidelines
http://10.24.0.105/flipkart/#/yoda/article/5ad8938e19000087c49ce8a4
Customer wanted to know payment methods available
http://10.24.0.105/flipkart/#/yoda/article/5ad8938e19000087c49ce8a4
7
Enquiry about Plus zone
Flipkart Plus_Benefits, Membership & Renewal
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
As per BAU process/ Comm guidelines
Plus
Earning & Validity
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
Redemption - SuperCoins Price
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
Redemption - SuperCoin Zone & Plus Zone
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
Frequently Asked Questions
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
Plus Program for Student
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
Plus Dashboard
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
Comms Guidelines
http://10.85.52.152/flipkart/#/yoda/search/Enquiry%20about%20Plus%20zone
8
Need additional information
Guidelines to handle GSTIN Tax Credit Queries
http://10.24.0.105/flipkart/#/yoda/article/5a33a0a6230000b006874f8e
As per BAU process/ Comm guidelines
GSTIN Tax
Comm guidelines-Email/Chat response
http://10.24.0.105/flipkart/#/yoda/article/5a33a0a6230000b006874f8e
F&Q related to GSTIN
http://10.24.0.105/flipkart/#/yoda/article/5a33a0a6230000b006874f8e
Authenticity of a product sold on Flipkart
http://10.24.0.105/flipkart/#/yoda/search/Need%20additional%20information
i-Know Guide #26
Customer enquires about Pickup charge
http://10.24.0.105/flipkart/#/yoda/article/5aa9383e120000d3f46a5e1e
Prexo on Air Conditioners
Prexo on Air Conditioners
http://10.24.0.105/flipkart/#/yoda/article/5aa9383e120000d3f46a5e1e
9
Contact Number Change
Registered contact number updation request
http://10.24.0.105/flipkart/#/yoda/search/Contact%20Number%20Change
Contact Number Change
Address change, contact number change
Received error while updating contact number
http://10.24.0.105/flipkart/#/yoda/search/Contact%20Number%20Change
As per BAU process/ Comm guidelines
Unable to update A/C Contact number
http://10.24.0.105/flipkart/#/yoda/search/Contact%20Number%20Change
Registered contact number updation request
http://10.24.0.105/flipkart/#/yoda/search/Contact%20Number%20Change
Unable to change the mobile number from mobile app
http://10.24.0.105/flipkart/#/yoda/search/Contact%20Number%20Change
10
Address change denied/Contact number change
Address change process via Self-serve
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
Address Change Denied
Address change, contact number change
Address change scenarios
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
Customer requested address change {If DT is disabled}
Address change for Prexo orders
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
As per BAU process/ Comm guidelines
Communication Guide based on Scenarios
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
Address change process via Self-serve
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
Address Change Denied
Reference Screenshot for Address change:
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
As per BAU process/ Comm guidelines
Customer want delivery updates on different number
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
Contact number change process
http://10.24.0.105/flipkart/#/yoda/article/5aa014f41200008b916929b6
Contact Number Change
RVP Address Change Process
http://10.24.0.105/flipkart/#/yoda/article/578ca8d5140000d18226a8f3
RVP Address Change
i-Know Guide #29: Returns - Reverse Pickup Related
11
Soft copy
Invoice copy as a Warranty Card
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
Post policy
Invoice
Invoice copy for Archived orders
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
Soft copy of invoice
Invoice modification request
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
Wants to change the billing address
Invoice hard copy requests
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
As per BAU process/ Comm guidelines
Customer did not get the invoice for the order
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
Soft copy of invoice
mobile number is not visible on the Invoice
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
As per BAU process/ Comm guidelines
L1 | i-Know Guide #7: Invoice Request
Comm guidelines - Invoice Requests/Modification
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
Comm guidelines - Invoice Copy as a Warranty Card
http://10.24.0.105/flipkart/#/yoda/article/5720b19e4b00004600ec7498
GSTIN related queries
http://10.24.0.105/flipkart/#/yoda/search/Soft%20copy
IMEI / serial number mismatch
http://10.24.0.105/flipkart/#/yoda/search/Soft%20copy
Invoice in another person's name or with a different billing address
http://10.24.0.105/flipkart/#/yoda/search/invoice
12
Service Availability for pincodes
Want to know service availability in his area
http://10.24.0.105/flipkart/#/yoda/search/Service%20Availability%20for%20pincodes
Service Availability for pincodes
i-Know Guide #28: Product Purchase Queries - Product Availability
Comm guidelines - Servicibility at particular area
http://10.24.0.105/flipkart/#/yoda/search/Service%20Availability%20for%20pincodes
Unable to place an order with the exchange offer.
http://10.24.0.105/flipkart/#/yoda/article/5d8fc761120000c07ccb4edc
13
Status Check
Order status-related
http://10.24.0.105/flipkart/#/yoda/search/Status%20Check
Ordered to shipped (Pre-SLA)
L1 | i-Know Guide #20: Order Status & Delivery Related
Shipping Related
http://10.24.0.105/flipkart/#/yoda/search/Status%20Check
Shipped to delivered
Delivery Related
http://10.24.0.105/flipkart/#/yoda/search/Status%20Check
Delivery at specific date/ Time
Re-promise scenario
http://10.24.0.105/flipkart/#/yoda/search/delivery%20related
Priority Delivery, Repromise
Hub Pick up (Delivery Hub Pickup/Ready for Pickup/NSS
http://10.24.0.105/flipkart/#/yoda/search/Status%20Check
Pickup store, Out of delivery area
14
Warranty, guarantee related
Warranty related scenario
http://10.24.0.105/flipkart/#/yoda/search/Warranty%20gaurantee%20related%20info
Warranty,guarantee related info
Large Category, Warranty Related Cases
Customer wanted to know about the warranty in case of self installation
http://10.24.0.105/flipkart/#/yoda/article/57f06fc5160000e88ab291e4
15
General Enquiry on Sale Events/ Offers
Customer enquires about clarification on TT&C and offer callout
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
Terms and conditions mentioned for the offers are not clear
i-Know Guide #30: Offers
General Enquiry on Sale Events/ Offers
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
Enquiry on Discount break up in offers/Offer Visibility Queries
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
Offers >>> Third Party Offers
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
Offers and Promotions
Flipkart, 3rd parties, non-affiliated
Communication guidelines for L1
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
Targeted Discount/External Coupon
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
i-Know Guide #30: Offers
Deferred Cashback
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
Offer not being applied on the app
Instant Discount
http://10.24.0.105/flipkart/#/yoda/search/General%20Enquiry%20on%20Sale%20Events%2F%20Offers
Offer not getting applied on Website
Link to offer console
http://10.34.219.144:7654/#/listing-offer-mapping
CasperLite, Offers and Promotions
16
VAS - Warranty guarantee related info
Complete Laptop Protection + Buyback Guarantee
http://10.24.0.105/flipkart/#/yoda/article/5d9c6e665900008eb24e1f8b
As per BAU process/ Comm guidelines
Laptop, Complete Laptop Protection, Buyback Guarantee, CLP, BBG
Claiming procedure
http://10.24.0.105/flipkart/#/yoda/article/5d9c6e665900008eb24e1f8b
Frequently Asked Questions
http://10.24.0.105/flipkart/#/yoda/article/5d9c6e665900008eb24e1f8b
Complete Laptop Protection L1 Process
http://10.24.0.105/flipkart/#/yoda/article/5d9c6e665900008eb24e1f8b
Things overed under Complete Protection Plan
http://10.24.0.105/flipkart/#/yoda/article/5d9c6e665900008eb24e1f8b
L1 Process for Buyback Guarantee
http://10.24.0.105/flipkart/#/yoda/article/5d9c6e665900008eb24e1f8b
M-365, Mobile protection
Complete Mobile Protection Plan
http://10.24.0.105/flipkart/#/yoda/article/5ae716fd4e0000da3783e496
L1 process scenarios and tagging (CMP)
http://10.24.0.105/flipkart/#/yoda/article/5ae716fd4e0000da3783e496
Communication guidelines to handle customer queries (CMP)
http://10.24.0.105/flipkart/#/yoda/article/5ae716fd4e0000da3783e496
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