Notes

Ques1. Customer want to know can he place two or more Pre-order items together?
Ans: Yes, multiple Pre-order items can be bought together. The pre-order amount will be only Rs. 50 for each item. For eg: If two items with the pre-order option available are purchased in the single order, the total amount to be paid in the first mode for prebooking both the products will be INR 100 (Rs 50 each). The balance amount for both will be paid in the second window on 21st Dec. 



Ques2. Customer want to know what happens if he cancel the pre-booked item?
ANS:Upon cancelling the booked item, your pre-paid amount of Rs.50 will be refunded to your original mode of payment.



Ques3. Customer want to know can he pay using Supercoins?
ANS: No, the option to use SuperCoins during the advance booking stage or final booking stage is not available at the moment. However, you will continue earning SuperCoins for the product purchased.



Ques4. Customer contacts stating his return which he / she raised through self serve is on hold.(City: New Delhi, Product belongs to Grocery)?
ANS: Update for L1 as on 17-Dec-2019 (06:50pm): All returns requests raised via self serve for New Delhi and few other cities will be put on hold. FRM team will validate and action on the return requests within 48 hrs.



Ques5. Customer's order is cancelled due to incomplete address and the cancellation reason on SA is as 'FRM Reseller :Rule 08/incomplete Address'. What information need to be shared with the customer and where we will tag the query?
ANS: Inform the customer that the order has been cancelled by the seller as the address provided by you while placing the order was incomplete and request the customer to place a fresh order with the complete address which includes Name, Phone Number, Pincode, Locality, Address (area and street), City/District/Town, State and Landmark if any

Tagging On SA: Order Modification >> FK Cancelled Order >> Incomplete address

Incase customer disputes stating that the address is correct and previous orders were delivered to the same address

Assign the case to FRM and close the case by providing the oath keeper TAT.

Tagging On SA: Create Incident >> Order processing Related >> Order Verification related >> Fraud verification >> FRM reactive external >> Unresolved




Ques6. Customer said that if I don’t want to submit my Aadhaar details, can he still apply for Flipkart Pay Later payment option? What information need to be shared?
ANS: Currently Aadhar is required to complete the e-KYC. IDFC FIRST bank also has an offline process set up through which you can apply for the credit option by providing alternate documents. You just have to visit the nearest IDFC FIRST bank and submit  officially valid documents. After this, you will be able to see ‘Flipkart Pay Later’ option on My Accounts’ section of your Flipkart account within 7-10 working days if approved by the bank.