Notes

scenario
If cx asks which method i have chosen for the product which is coming
tagg' payment method available.

2) if customer does not have any query
tagg spam

3) if customer comes with the post delivery issues
tagg go to post delivery dt , rvp not done , then proceed

4) if customer ask for soft and hard copy of invoice.
reso : I would like to inform you, that a soft copy will be sent to you on your email after 24 hours of delivery and a hard copy will also be given to you with the delivery. If in case, you do not get it. You can get back to us.
Tagg; invoice request >> hard copy .

5) cx wants to add another item in the parent order
resol ; it cannot be done now because the order has been approved now.
tagg; order modification. cx req for changes

6) cx wants to know service center details.
reso: provided by searching on yoda.
tagg : service center details

7) cx asks about product's originality
reso: search by fake on templates
tagg " specification.

8) cx wants to know about cards
tagg; details terms and conditions

9) cx wasnot able to place cod orders
taggl unable to place cod orders

10) cx wants to cancel the order
info : if he is getting the option , he can or we can request the seller to cancel the order
Tagg: cancellation and return policy

11) if cx asks about the size of the product
info : provide info accordingly'
tagg; specification

12) If cx asks what is buy back gurantee
Info search by buyback gurantee on yoda and share.

13) if cx says that the delivey boy didnt come even it was out for delivery today and he has spoken that he will come and instead of that he didnot come
tagg door

14) If cx says that I got a call from flipkart delivey service that please cancel your order it is damaged
info : if it is mentioned on the sa then proceed accordingly and if not then escalte
tagg Report Abuse, Misconduct > Wishmaster Misconduct > Wishmaster did not have/give change (did not)

15) cx : The location is same only flat number is changed Sir,I want to change the delivery address
Info : I would like to inform you that, there are multiple products in your order and some of them are shipped. So, sorry to say this, that it cannot be changed now.
tagg: address change denied.

16) cx Why I haven't get 10% off on using MasterCard for purchase
info As I had a check, that you have met all the criterias mentioned there and instead of that you have not got the discount. So, I am escalating this case to the team.
Tagg Offers > Instant discount > Discount not applied/Incorrect Discount Applied

17) cx comes with the product says that product is cracked or damaged.
info : contact to the service center if under warranty
Tagg : Installation, Demo and other Services > Enquiry about Services > Service center details

18) if cx asks us to check availability of his pincode.
tagg availability.

19) If cx says my installation and demo didnt happen
tagg Installation/Demo not done

20) cx asked about order status and it is going to be deliver after very long and cux initiated cancellation during chat
Tagg" Reconfirm after online cancellation

21) cx wants to avail CMP Complete mobile protection
resolution provided through yoda by searching cmp
tagg VAS

22) cx wants to know the reason of repromise
info given
tagg repromise

23) if cx asks he has not received the product but the status shows deliverd.
Prob did you talk to your ......
tagg wrong update provided.

24) if cx asks when my protection plan is going to be delivered
reso mobile protection plan will be delivered to you after the delivery of the parent order and it will be delivered to you after 24 hours of the delivery of the parent order.
tagg VAS

26) cx wants to change the mobile number
Info : it cannot be done now because the order is in shipped status.
tagg : contact change.

27) cx says that i am unable to play game or login to game zone.
info escalte the case to the team
tgg otp related issues.

28) cx asks us to send invoice and if the product he purchased one year back
reso; you to order id then payment details and send

29)cx won coins in game and unable to add in his account
res: escalate the case to the team
tagg TD not mapped

30) cx asks bout my emi's
navigation go to
tagg emi terms and conditions

31)cx - i have cancelled the return request and i am not getting any opiton to change the reason
inif; Asked cux to wait 48 hours.
tagg Returns > Reverse Pickup Related > Return status

32) cx courier boy didnt come to home and asked me to come to the main road.
info wil surely share the feedback to the seller and will escalate the casel
tagg door step

33) if cx asks why my order got cancelled. and if the reason shows MP cancellaton
resol : then type mp cancellation on yoda and go to communication guidelines
tagg cx was not aware of cancellation

34) cx asks us to remove his orders
res: this cannot be done.
tagg need additional information.

35) if the case is already with the team and cx comes again we ask him to wait for 24 hours and if we are unable to update the incident then copy the old incident and tagg in return status and mention this id in that .

36) if the order gets cancelled and the reason mentioned attemp exhausted
reso ; go to yoda and search rto and communication guidelines then control F and type attempt and send the information to the customer
tagg Order Modification > FK Cancelled Order > Customer not aware of Cancellation

37) cx wants to pay before the order comes and the order is in shipped status and if the logistics is ekart
reso then go to yoda type pos and POS Availability - PIN Code List then control+F and type his pincode if it comes then he will be able to pay if not then he cannt pay.
tagg payment method available

38) if the order is on hold for approval
then tagg in fraud verification.

39) cx comes and says that the technician has not come yet
res: askhim to wait by 7 pm,
tagg : Installation/uninstalltion related info (change)

40) cx wants to delete history from his acount
res it cannot be deleted.
tagg wants to change accout

41) cx didnot get product and got delivery information
resol did you talk to your frnd famly member
tagg got delivery information,

42) cx says I am unable to make payment through phone pe wallet
tagg

43) cux wants the details of the wishmaster
tagg FE details

44) cx wants to delete the order history
reson cannot be done
tagg change account setting.

45) cx wants to update his new number but his last number is not working and the otp will be sent on the old number
reso we will assign this case to the team
tagg otp related issues, and will mention old and new number in that

46) cx come and says how to use gift card
search on templates, how to use EGV and send it step by step
tagg : Product Purchase Queries > Product Specific Information > How to use/redeem EGV

47) cx says help me in activation of flipkart paylater
search on yoda type pay later and then go to 'Khaata dashboard link and reference screenshots:' then if it shows kishtt then search FLIPKART PAY LATER MIGRATION | FAQs and send this We’d like to inform you that your Flipkart Pay Later account is currently not active as {Kissht} will no longer be a financing partner for this payment option. To continue using this credit option from the new financing partner, please complete your e-KYC by visiting ‘My Account’ section on our app or mobile website.
then share steps how to activate by going to 4 last which is IDFC Pay Later eKYC process
then share the steps
tagg features of pay later.
if customer is unable to apply these options and faces any kind of issues, then escalate td not mapped

and if cus asks about cardless credit
copy his listing id and type efa in yoda then l1 process and then efa paste it into the link given

48) cx wants to change the color of the product
reso this cannot be done
tagg cancellation and return policy

49) cx wants to clear order history
reso this cannot be done
tagg change your account setting.

50)customer wants to change the size of the prouduct
info it cannot be changed because the product has been approved by the seller.
tagg cancellation and return policy

51)cus wants his refund into his account as he has chosen flipkart wallet
infor it cannot be done
tagg cancellation and return policy

52) customer wants to avail debit card emi
infor shared steps
tagg will emi work on debit card

53)customer accidentally cancelled the order and wants again
info this cannot be delivered to you
tag accidental cancellation

54) cx is unable to avial the benefits of youtube premium offer and he has not got any code yet.
res escalate this case to the team
tagg unable to avail the benefits from brand

55) cx asks for refund and refund status is failed (NEFT)
res I would like to inform you that I have sent you an SMS with the link, please follow the link and update the bank details.
payments and refund

56) customer wants to know that can the paylater bill be extended
iinfo it cannot be extended
tagg pay due pay back

57) customer wants to change his number because his old number is not active
Reso provided
tagg otp related issues

58) customer asks about cardless credit details
type efa on yoda and then L1 process and efa dash board

59) customer wants to ask that the product i am getting is original or not
reso template fake
tagg need additonal infom

60)customer says product's price was Rs 384 and on wishmaster's device it was getting shown Rs 412 and I have paid 28 extra
tagg wishmaster did not give change

61) cx says my payment conversion was successful and even I have paid cash on delivery
tagg Order processing Related > Online Payment Issues > Issue with COD to prepaid conversion

62)cust Can I use my super coins in purchasing of michelin car Tyre foot pump.ok
info I would like to inform you that you can use super coins as a payment method.
tagg : plus price , enquiry about plus price

63) cx says I have paid my pay later bill and it is not updated yet
res it will be updated with in the next 24 hoursl
taggg pay due pay back

64) cux was not able to use flipkart paylater even after having IDFC financing parters
prob

65) cx says that I have done payment through online and wishmaster took cash also
info escalating this case because the payment conversion is in awaiting
tagg 'issue with cod to payment conversion.

66) cx says I have purchased dominos evouchers but while applying it shows expired
tagg issue with usage of rewards and coupons

67) cx says I have returned the product but I have not got the refund and my return got cancelled after picking up the product
reso escalating this case
tagg Returns > Reverse Pickup Related > Pickup done but return cancelled

68) cx wants gst invoice with his product then
type gstin on yoda and then faq's then select the first one
tagg need additonal information

69) cx says that the pickup has been done and i have got a message that the return has been cancelled escalate pickup done return cancelled