Notes

3-<_customer name_>,while we understand that you want to get your order sooner, I’d like to let you know that the delivery of your order cannot be prioritised as the delivery date of an order or an item depends on many factors like the seller's location, your delivery address, and the type of product. Based on this, a definite delivery timeframe is given to you by the seller.

Although we'd like you to get your order sooner, it’s not something we can promise as the sellers and their partnered courier service providers need some time to process, ship, and deliver your order. You can be sure that the seller will do their best to make sure that your order reaches you on or before<_promised date_>.

We hope you understand.

7-Tagging : Order Delivery >> Delay >> Smartbox /qikpod related issues >> Unresolved


11-Deny the request and close the call.

DT will be disabled/ customer won't be able to update the address from Self Serve for the below order status:

Non FA order status:
Seller approved (once the order is approved by seller)
For all non FA orders, address change will be allowed if order is created/approved and seller status is still payment approved. DT will be enabled only if both the conditions are met

FA order status:
Shipped
Dispatched
Picklist generated (Approved state)
For FA orders, DT will be disabled as soon as the picklist is created, agents won't be able to change/modify the address

Let customers know that we're sorry that the address cannot be changed {_mention the reason as per the communication guidelines_ e.g. as the address for which the order was placed has been approved by the seller/ as the seller has processed your order/ as the item is already shipped to the address entered while placing the order_}.

Suggest Alternatives:

If customers' friends/family/security can collect the shipment on their behalf
In case customer still wants the address to be changed, please ask the customer to cancel the order and place a fresh order based on product availability/serviceability
Also inform that the product will be RTOed and refund will be processed for prepaid orders


Tagging on Smart Assist:

Create Case >> Customer Requests for changes >> Address change denied >> CS Voice >> Solved

13-Address change option will not be available for any products listed under Large category.

If customers request for change in address for large category product:

Deny the request, cancel the order and ask the customer to place a fresh order based on product availability/serviceability
Address change cannot be done irrespective of the order status
For Prepaid orders, inform that the refund will be processed

14-If the Cancel DT is disabled, educate the customer about the cancellation policy as per the product page description (For Furnitures (apart from Bean Bags), Flipkart Packaging Material and sport & fitness, cancellation is not allowed post 24 hours) and close the case


Tagging on SA: Drop Ship>>Cancellation Related >>Cancellation policy info post 24 hours>>Solved

Cancellation requested post 24 hours of order placement and the cancel Dt is disabled, customer doesn't agree/adamant on cancellation

Tag the incident under delay in delivery and mention comments that the customer wants to cancel the order; provide Resolution Deadline to customers

Tagging on SA: Drop Ship >> Delivery Related >> Delay in Delivery


15-If there is mismatch in product warranty on Brand website and the invoice provided follow the below process

L1 consultants must capture the following details before assigning the case to Service Return Team:

Serial number of the product
Service center details if customer visited
Expiry date of the product or warranty end date
Defect with the product
Tagging for Warranty expired: Create case>> Create case >>> Returns >>> Warranty related >>> Warranty expired >>> Service Returns Team >>> Unresolved


16-Customer can avail the offer through Flipkart Gift Card partially provided that the amount paid through Google Pay is equal to or more than INR 500. In this case, offer will only apply on the amount paid through Google Pay against the eligible product(s)

17-Assign the incident to Refunds team
Tagging on SA: Create case > Refund Related Issues > Eligible TOA not provided > Refunds --> Unresolved