Notes

1 Inform customers that the feature to update contact number is only available on the website (not in App).

Steps to update contact number (via Self-serve)
Go to 'My Account'
Under 'Account settings', go to 'Profile information'
Edit the mobile number
OTP SMS will get triggered to the old & current phone number which is entered in Flipkart account
Enter the 'OTP' along with 'Password' and click on 'Verify mobile'
Click on 'Save Changes'

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.

4.Hi <_customer name_>,

We're really sorry to hear about this experience and it's definitely not something that we'll take lightly.

Please be assured that we'll look into this and make sure stringent steps are taken as this does not live up to our Customer first philosophy. That said, we'll do our best and put measures in place to ensure that such instances do not occur in future.

Thanks for being with us.

Cheers,

Flipkart

5 Check the status on SA and let customers know that the order is shipped/being processed and will be delivered to them by promise date.

(once the product is shipped, you can track the exact status of the shipment by clicking on tracking ID under order details tab)



Tagging on Smart Assist: Order delivery >>> Order status related >>> Status check >>> Waiting for internal update

Customers contact on the promise date and the order status is still 'Shipped' and not 'Out for Delivery':

Request the customer to wait until 7 pm or 9 pm or 11 pm (based on the delivery model) for the product to be delivered




Tagging on SA: Create incident > Order delivery > Order status related > Status check

6. Inform the customer to reach out to the Wishmaster through the bridge details available on the Out for Delivery SMS or on the Order Page of their Flipkart account.

Tagging on SA: Order Delivery >>> Delay >>> consumer is not able to contact FE/WM >>> CS Voice >>> Solved

Note:
While contacting Wishmasters using bridge details(valid for one day), customers should use the number entered while placing the order to get connected (contact number available under 'Address' tab on SA)
If customers calls from a different number than the one under the 'Address' tab, they will be prompted to enter the contact number used while placing the order along with the

7


8. Tagging : Order Delivery >> Delay >> Smartbox /qikpod related issues >> Unresolved

In case the received PIN is not working, customers can contact the SmartBox team using the support number available on the SMS/SmartBox terminal. The PIN can be instantly resent to the customer by the SmartBox support team
Customer will receive reminder messages every morning 8 a.m. until the product gets RTOed
Currently, lockers are available in below locations :

9Currently, CWS (Customer Will Ship) status for a few category products will be displayed as 'True' for customer returns on SA (i.e, when you select the order ID > Return > Return ID > Customer will Return > True)Assign these cases to L2 with the below tagging and provide the Oathkeeper TAT to customers
Tagging on SA: Returns >> Reverse Pickup Related >> Customer has shipped the product but not received at the warehouse

10. We do not have an option to ship it via any specific couriers
Tagging on Smart Assist: Create Case >>> Order Delivery >>> POS related >>> customer requested for POS/Card swipe machine

11 DT disabled: Inform the customer that right now the contact number cannot be updated, instead an alternate contact number can be added for Wishmaster's reference (Only if the Special request DT is enabled)

Address change DT disabled (request denial, if special request DT is not enabled):

Flipkart Account Related >>> Account Info Change >>> Contact Number Change

12 Return id is Active:
For EKL: Inform the customer that he/she will get an automated call for pickup cancellation request confirmation and can give the input and based on that pickup will be reattempted

For 3PL: Inform the customer that we will get an automated /manual call for reattempt confirmation

RVP not done (Pickup status enquiry)

13 Address change option will not be available for any products listed under large and dropship category. If customer requests for change in address (large category product), consultants must deny the request or provide the option to cancel the order and the customer should place a fresh order with the new address (irrespective of the order status)

14. Educate 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)




If the Cancel DT is disabled, inform customer about the cancellation policy and no return should be created.

IMPORTANT NOTE: ‘Doorstep Cancellation’ is not allowed for Dropship Orders

15 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 Yes, you can avail the offer, 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. follow normal return process

18 Check the error message customer is getting and capture the same in notes and assign the incident to backend team

Tagging on SA: Create Incident >>> Offers >>> Targeted Discount/External Coupon >>> Unable to redeem Discount/Code >>> Unresolved

19 In Case of a tie, the tie will be broken on the basis of the time taken to give the correct answer. The participant with the lowest time taken across all answer will be adjudged the winner.

20 Assign the case to L2 team

Tagging on SA: Create incident >> Returns >> Service Center related >> Service Centre Closed/ No Service Center in Vicinity >> Unresolved

21 The winner's list is published within 48 hours of contest completion. You will be able to check the winner's list by clicking on the leaderboard icon on the top right of the contest home page.

22 Offer duration: 20-December-2019 (12:00 am to 11:59 pm)

23 00:00 hrs, November 19th 2019 to 23:59 hrs, November 19th, 2020

25 16-December-2019 (12:00 am) to 17-December-2019 (11:59 pm)

26 Cancel the replacement request and provide a refund
Tagging on SA: Follow the customer return DT >> Select the exact reason for replacement >> Select Wait & refund

27 Run the Customer return DT >> Choose reason >> Choose reason
If the return gets approved - Provide the information and solve the incident
If you get the below message, inform customer the request has been taken and provide Oathkeeper TAT for resolution

28 when logistics is third party like Delhievery and Ecom express

29 we will probe the customer ,, what is different colour, brand or etc and follow the process ,,received a different item

30 I’m really sorry that the {item/items} delivered {have expired/will expire within the next {duration}}.
We’ll definitely share feedback about this with the seller so that measures are put in place by them to avoid instances like these.

(Communicate refund related information as applicable before communicating ToA related details}

The seller will also be adding {ToA_amount} to the Gift Card section of your Flipkart account as a gesture of appreciation for your understanding and continued support. You can use this amount anytime within a year to buy your favourite products on Flipkart.

31 NA

32 missing and damaged

33 Capture the below mentioned details in the incident note, tag the case as mentioned and provide Oathkeeper TAT to customers. DO NOT take action on return

Customers issue (Ex: accessory missing, accessory defective/ damaged etc)
Type of accessory (charger, headphone, data cable, any others)

34 Capture the below mentioned details in the incident note, tag the case as mentioned and provide Oathkeeper TAT to customers. DO NOT take action on return

Customers issue (Ex: accessory missing, accessory defective/ damaged etc)
Type of accessory (charger, headphone, data cable, any others)

35 contact with the authorised service centre ,, invoice shared , brand details shared

36 Follow customer return DT and inform customers that they will receive callback within 24 hrs.

37 no need of recepit in case of EKL

38 We're sorry to let you know that this product belongs to the 'No Returns' category. Hence, the seller will not be able to fulfill your return request.

39 if date is breached the will create a new return request

40 create the return request for the refund

41 NO

42 Check if the RVP/RTO/cancellation is completed?


IF YES: (RTO/Pickup/cancellation 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)


IF NO:(RTO/Pickup/cancellation NOT confirmed)

43 SMS should be sent for these cases only between 9AM - 9 PM

44 Apologizes to the customer for the delay and 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 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 Click on 'Send SMS' under the payment and refunds TAB on SA and inform customer that an on SMS has been triggred to the registered mobile number to fill the NEFT details.

Reference Screenshots:

Inform the customer that refund will be auto-processed after the Bank or account details are updated; customers will get an email and SMS as soon as the refund is processed with the refund TAT
Tagging On SA: DT Payments and Refunds >>> Get bank details >>> Send SMS

Note :

In case customer requests to send the SMS to a non-registered contact number, inform customers that the SMS can be sent only to a registered contact number
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)
For email team, incidents picked up between 9 PM to 9 AM should be marked as 'Waiting for internal update' and tagged under 'NEFT related issues'. SMS should be sent for these cases only between 9AM - 9 PM
If the customer contact stating that 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

49 Request the customer to wait till SLA promised date and inform that refund will be credited.

Tagging : Create Incident >>> Refunds >>> Refund related enquiry >>> Refund Status enquiry >>> CS Voice >>> waiting for internal update

50 10000