Notes

5. Customer contacted to know the order. Note: contact made after 4 pm. What information should be shared with the customer? *

If order is out for delivery, ask the customer to wait till 7 pm the order may get delivered.
7. Customer calls and informs that 6 digit pin is not working while collecting the order from QikPod. What will be the tagging for this scenario? *

Tagging : Order Delivery >> Delay >> Smartbox /qikpod related issues >> Unresolved
8. Order is 'Undelivered' and reason on SA is 'Undelivered Request for Reschedule'. Customer requests to reschedule the delivery, after the Promised date (contact made within Promised Date). What will be the tagging and information to be shared with the customer? *

DT path: Delivery Related >>> Special Request >>> Change Delivery Date >>> Change the date
11. Customer wanted to change the contact number and Address change DT is not enabled. What information and alternative. If any we are suppose to share? *

We'll be sorry to cx that the seller will not be able to fulfill your request as order has already been shipped/ processed. If you'd like, you could ask a friend or a family member to collect the package on your behalf from the current address. If that is not possible, then you could cancel and place a fresh order to be delivered at a different address. You can also choose to get the product delivered at a pickup store if there is one in your area. You would need to place the order from our mobile app to check the availability of a pickup store.
13. Customer wanted to change the delivery address for dropship order. Note: order is in shipped status. What will be the tagging? *

-Assign the incident to L2 team and provide the Oathkeeper TAT to customer
-Request the customer to wait for Oathkeeper deadline so that we can coordinate with the seller and get back with an update

14. Customer wanted to cancel the Dropship order post 24 hours of order placement and the cancel Dt is disabled, customer is adamant on cancellation. What information and tagging needs to be done? *

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. Customer stated that there is a mismatch in the warranty on Brand website and the invoice provided. What will be the information and tagging? *

Collect the following details and assign the case to Service Return Team:

Serial number of the product
Service center details if customers have visited one
Expiry or warranty end date of the product
Defect with the product
Tagging on Smart Assist: Create case >>> Create case >>> Returns >>> Warranty related >>> Warranty expired >>> Service Returns Team >>> Unresolved
16. Will customer get the Google Pay offer if Customer pay through Flipkart Gift Card partially? *

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)