Notes

bina khole kaise pta lgega ki box khuLA hai k nhi

Open Box delivery

only for large product
currently available only in Bangalore, Delhi, Hyderabad and Jaipur
if the product is damaged the product immediatly gets returned ANd gets the refund

only on flipkart assured product.

if customer opens the product when there is tech vist is advised and installation is provided
product 10 days policy will be void.


Drop ship Return

Furniture or any other heavy products

Customer return DT to make return for customer

NON RETURNABLE RETURN :-

only can be raised from smart assist
(yoda search : NON RETURNABLE RETURN)

1. only can be returned between 10 days if product is damaged or missing , deffective, expired, miss shipped, fake product
2. if there is size issue any other issue we will deny the request for the return or refund of the product.
3. like and dislike cases are non returnable and we don't make the return for the same.


Customer wsnt able to make the return due to some unforseen issues:-

if customer comes within 20 days of the product purchase or after the return policy we can make the return.





Replace and expect:-

replacement made and the order will be picked up by the wishmaster.

Exchange and expect :- Same


Wait and refund

product will be picked up and cx have to wait for the refund

refund and dont expect

refund will be given to the cx and pickup is not expected




If customer requests for a change in pickup address during return creation

change in pickup address after return creation:-
cannot be changed during the return period/


Refund/Replacement is provided but pickup is pending:-
if the pickup time has been breached or not : Tagging : RVP not done
if the pickup time is breached then cx could discard the product or use the product



sent back the product (CWS) but did not receive the refund/replace
go to the product and then check the period of the product.

Tagging : Rvp not done


Cotact before the time 6pm .... guide him to wait for the time

and if is breached then esclate the issue to the backend team.



Flipkart shipment picked by Myntra/Amazon/Jabong etc. courier partner
deny the customer that once the pickup done it is done we cannot do anything ... contact to the logistic team.



customer didnt got the product and return got cancelled on 12th day adter the return policy :-


search on YODA :::: Post Policy

all the returns related taggings and solutions will be available there.




Tech visit got cancelled because cx is not at home.

search on YODA :::: Iknow guide number 01 or can be searched ''tech visit""



last point on the guidelines ..



Cx wants to change the address on the address on the invoice..:::

Tagging on Smart Assist:

Other requests >>> Invoice request >>> Wants to change the billing address >>> CS Voice-Solved

search on YODA :: Invoice request and every thing about the inv0ice cAN be searched here >>



Reverse pickup :I know guide 29
everything will be available over there.



::::::: Service centre related (iknow guide 13 OR SEARCH VICINITY)



if service related enquiry
::::: check ion yoda

if brand service centre details not available on yoda ..... transfer the case to L2 team.
unresolved tagging


Service Center is delaying the customer issue:::::::
check and talk t0 the authorized service centre




SERVICE CENTRE DENIAL :::::



service centre is denying to give service cuz bought from online platform

everything should be copied down below and pasted on the notes..."""



Capture the following details before assigning the case to Service Return Team:

The alternate contact number of customer
Service centre address that customer visited
The contact number of service centre & person in charge
Issue with product
Reason for service denial
Complaint number provided by the brand


transfer the case to the L2 teams /



waRRANTY MISSMATCH::::

CX saying theres mismatch on the warranty card

IF customer still wants the warranty to be updated on the product


Request customer to reach out to the respective brand and Close the incident (Brand details are provided on Flipkart product page under Warranty Details)
Brand will request customer to share invoice copy & serial number of the delivered product
Once the required details are shared customer needs to wait for 4 days



:::::Refund :::::

back to source
Imps = Bank account
and n0t egv

:::::Price Adjustment::::

I know guide number 05 for the price adjustment//

if cx calls from the unregistered number :::: deny the request
if cx calls from the registered number ::: always check the



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