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25
Offer duration: 16-December-2019 (12:00 am) to 17-December-2019 (11:59 pm)
42
Check if the RVP/RTO/cancellation is completed?
43.
For COD Refund Failed scenarios where we send SMS to customers from Smart Assist, the SMS can be sent to customers even after 9 PM only if customer contacts after 9 PM (applicable for all teams except email)
44
Assign the incident L2 and share the TAT to customer.
Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
45
Tagging on SA : Create incident >> Refunds >>Refund related Issues >>NEFT Related issues >> Unresolved
46
If the customer is saying the SMS Link is not working, ensure the customer has internet connection in the device. If the link is still not working then collect the NEFT details from the customer & assign the case to L2 by using below tagging. Provide the oath keeper tat.
Tagging on SA : Create incident >> Refunds >>Refund related Issues >>NEFT Related issues >> Unresolved
47
RTO/Pickup confirmed
Use the 'Return Action Override DT' and let customers know that the refund has been initiated and the refund amount will be credited to the customer's bank account/credit or debit card/Gift Card/PhonePe wallet by 'SLA date' under 'Refund(s).
Tagging on SA: Return Action Override DT >>> Issue type (Cancellation/RTO/RVP done Refund Pending) >>> Submit
48
If the refund status is Failed assign the case to L2 team by using the below 'Tagging path' & provide the Oat keeper 'TAT'
Tagging on SA: Create incident>>Refunds>>Refund related issues>>Refund delay post initiation>>Unresolved
50
The maximum limit is up to Rs. 10,000. The validity of the Gift card will be 1 year
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