Notes

Follow the process listed below for cases where customer contacts stating the SuperCoin have expired before the customers could use the Coins due to the lockdown
Oathkeeper TATs and Promised dates are updated for orders, please refer SA and assist customers accordingly
Products that are categorised as Non-Essentials, are cancelled (refer below screenshots for cancellation reason on SA - Coronavirus Lockdown



Download Type: Self Learning



Applicable for: L1 & L2




Effective from: 14-March-2020 (09:00 pm)




Brief:

Below mentioned are scenarios along with communication guidelines to handle customer queries related COVID-19 (CoronaVirus).



COVID Process Related Updates:

ONLY orders for GROCERIES can be placed on Flipkart at the moment and No Contact delivery has been introduced in Bangalore city for prepaid orders, refer to Grocery Launch for more details
Travel update due to COVID-19 (Refer to Flipkart Travel for more details)
Process for Social Media and Service Recovery Teams has been added for Travel
Email responses for Airlines cancellation/rescheduling policies are also updated
Request customers to write to [email protected] for cases where customers are unable to reach out to Jeeves due to lockdown, refer to Launch of M-365: Complete Mobile Protection Plan for more details

SuperCoin expired on March before the customers could use the Coins due to the lockdown
Essential Checks for both L1 & L2 teams:


Customer is a Plus Customer
Customer's coins have been expired in the month of March-2020 or on 1-April-2020

NOTE: Coins which are expired on 31-March-20 will be reflecting as expired on 1-April-20 on Smart Assist.

L1 process

Coins expire, assign the incident to L2 and provide Oathkeeper TAT


Tagging on SA: Create Case >>> Flipkart Plus >>> Reward Related Coins Related >>> Issues with coins addition and deduction

L2 process

Validate the essential checks.

Customer NOT Eligible: Politely deny the customer?s request and inform that the SuperCoins have to be used before the expiry and the validity cannot be extended and solve the incident

Customer Eligible: Contact the customer and capture the below details in the tracker and inform that issue has been escalated and provide Oathkeeper TAT to customers.


Account ID
Coins to be credited

Coins will be credited within 1 Business day.

Gift Card Expiry (between 15 March-20 and 15-April-20)

L1 process

Inform the customer that the Gift Cards which are expired/getting expired between 15 March-20 to 15-April-20, are being extended to 31-May-2020


Customers will get an email and SMS once the validity is extended (Expected to get completed by 7th April)

(refer to communication guidelines to assist customers)


Tagging On SA: Product Purchase Queries >> Product Specific Information >> How to use/redeem EGV >> Solved

Screenshots for cancellation reason on SA - Coronavirus Lockdown






Scenarios:

Scenario

Process & Tagging

Generic queries:

Provide information as per the process & Comms guidelines listed and tag the case as below


Tagging on SA: Other requests > Other Enquiries > Bulk/Corporate orders Enquiries

If customer contact for any order related query:



Provide information as per the customer?s query by referring to respective guides/ article and tag the cases with the appropriate issue type

If customer contact for any Non-essentials order cancellation

Provide the process as per the Comms guidelines.


Based on customers scenario & choose the below appropriate issue type


Customer not aware of Cancellation:

Tagging on SA: Order Modification > FK Cancelled Order > Customer not aware of Cancellation


Customer wants to reinstate cancelled order

Tagging on SA: Create Incident >>> Order Modification >>> Customer-initiated Cancellation >>> Customer wants to reinstate cancelled order