Notes

SOP - PEPSI CAMPAIGN


DESCRIPTION
Swiggy is introducing the “Add Pepsi To Your Cart” wherein the Customer has an opportunity to win Swiggy Money Voucher worth Rs.100/-.
Activity Details
We will be doing campaign with Pepsi throughout the IPL. Campaigns will be running every Friday, Saturday, Sunday starting from 16th April and this will last till the end of IPL (May end).
To participate in the contest, the following steps shall have to be followed and complied with, that shall constitute an “Order”:
Place a successful and complete restaurant order on the Swiggy App.
Add a minimum of one Pepsi as the beverage in the order.
Checkout and pay for your order.
Every 50th successful Order with a Pepsi beverage, placed on Swiggy stands a chance to win a Swiggy Voucher worth Rs.200/- that shall contain a unique coupon code issued by Pepsi and powered by ICICI Bank.
PepsiCo India Holding Limited shall indemnify Swiggy against any or all expenses, claims, disputes with respect to the prize money.
Swiggy assumes no responsibility in crediting the prize money of INR 100 in the Swiggy Wallet through the voucher, and the same shall be the responsibility of PepsiCo India Holding Limited alone.
The Voucher Code has a fixed validity of 6 months from the date of issuance. In case a winner fails to redeem the code during the validity period, the Voucher Code will expire. However, once money is loaded in the Swiggy Wallet powered by ICICI, it is valid for lifetime.
For activating and using the Swiggy Money wallet powered by ICICI and the amount in it, users need to complete a one-time verification process by entering details of their PAN/License/Passport etc.
The amount cannot be taken out/transferred from Swiggy Wallet powered by ICICI. The amount can be used on multiple transactions. The amount covers taxes, packing charges, delivery fee.
Swiggy Money can be redeemed against restaurant orders only.
This Activity is valid in all cities serviceable on the Campaign Date. The Campaign is applicable only for Swiggy Users.
CONTENTS

I want to know about the “Add Pepsi To Your Cart” Campaign
I have won the voucher but unable to claim it
I want to know about the “Add Pepsi To Your Cart” Campaign

For Email - Delta

Ticket is created in FD
Agent is aligned to the Ticket.
Agent to check the issue type that is being reported.
Send an email informing the Customer about the “Add Pepsi to your Cart” Campaign (Details to be shared as per Activity Details)
Email Template-
Hi <Name>,
Greetings from Swiggy.
This is in reference to your query regarding the Pepsi Campaign. Please find the required information below.
Campaigns will be running every Friday, Saturday, Sunday starting from 16th April and this will last till the end of IPL (May end).
. To participate in the contest-
Place a successful and complete restaurant order on the Swiggy App.
Add a minimum of one Pepsi as the beverage (NOTE : No max Limit).
Checkout and pay for your order (NOTE : Applicable for all the payment mode).

Campaign details-

Every 50th successful Order with a Pepsi beverage, placed on Swiggy stands a chance to win a Swiggy Voucher that shall contain a unique coupon code issued by Pepsi and powered by ICICI Bank.
PepsiCo India Holding Limited shall indemnify Swiggy against any or all expenses, claims, disputes with respect to the prize money.
Swiggy assumes no responsibility in crediting the prize money of INR 100 in the Swiggy Wallet through the voucher, and the same shall be the responsibility of PepsiCo India Holding Limited alone.
The Voucher Code has a fixed validity of 6 months from the date of issuance. In case a winner fails to redeem the code during the validity period, the Voucher Code will expire. However, once money is loaded in the Swiggy Wallet powered by ICICI, it is valid for lifetime.
For activating and using the Swiggy Money wallet powered by ICICI and the amount in it, users need to complete a one-time verification process by entering details of their PAN/License/Passport etc.
The amount cannot be taken out/transferred from Swiggy Wallet powered by ICICI. The amount can be used on multiple transactions. The amount covers taxes, packing charges, delivery fee.
Swiggy Money can be redeemed against restaurant orders only.
This Activity is valid in all cities serviceable on the Campaign Date. The Campaign is applicable only for Swiggy Users.
We hope that this information is useful. Please feel free to reach out to us again if you have any other queries.
Regards,
<Signature>

Agent to update the comments in OneView
Select the disposition
Mark the ticket as Resolved

I have won the voucher but unable to claim it
FYI : Voucher will be valid for 6 months

For Email - Delta

Ticket is created in FD
Agent is aligned to the Ticket.
Agent to check the issue type that is being reported.
Advisor to check if Customer has won Rs 100 voucher by cross-checking if Cx ID is available in the Sheet
If Customer ID is available in the Sheet
Advisor to check the wallet state in Swiggy Money dashboard
If Wallet state is ACTIVE /CREATED
Check if Customer has shared the screenshot of the error message
If Customer has shared the screenshot of the error message
Send an email informing the Customer that the issue will be highlighted to the concerned team and the same will be resolved in 48 hours
Hi <Name>,
Greetings from Swiggy.
This is in reference to your concern regarding the Pepsi campaign.
We are writing to inform you that the complaint has been highlighted to the concerned team and they should get back to you with resolution within 48 hours.
Regards,
<Signature>

Highlight the issue with the screenshot of the error message and with the campaign name (“Add Pepsi to your Cart” Campaign) to [email protected]
Agent to update the comments in OneView
Select the disposition - Non CC Related - Promotions
Mark the ticket as Resolved
If Customer has not share the screenshot/unable to share the screenshot of the error message
Send out an email requesting the Customer to share the screenshot of the error message
Hi <Name>,
Greetings from Swiggy.
This is in reference to your concern regarding the Pepsi campaign.
We request you to send us a screenshot of the error message to [email protected], so the issue can be validated and resolved. The concerned team should get back to you within 6-8 hours.
Regards,
<Signature>

Mark the ticket as “Waiting on Customer”.
Check if the customer responds
If the customer has replied back in 24 hours
Follow Step V.B.1.
If the customer has not replied back in 24 hours
Close the ticket.
If wallet state is NOT_CREATED/OTP_PENDING/PENDING
Send an email requesting the Customer to enable to Swiggy wallet to use the voucher by completing a minimum KYC (Click on Account in Swiggy Application>Click on Swiggy Money>In case, your are not registered you'll asked to sign up with Swiggy first, done via OTP based process.>On the Swiggy Money page, read through the onboarding details and click on Activate Swiggy Money. >You will asked to enter government ID details (for KYC) and enter OTP received on your registered number and Confirm Details >You will then land on the home page. )
Hi <Name>,
Greetings from Swiggy.
This is in reference to your concern regarding the Pepsi campaign.
We are writing to inform you that your Swiggy Money Wallet is not active. We request you to please complete a minimum KYC to activate the same. Instructions on how to activate your Swiggy Money Wallet are given below-
Click on Account in Swiggy Application>Click on Swiggy Money>In case, your are not registered you'll asked to sign up with Swiggy first, done via OTP based process.>On the Swiggy Money page, read through the onboarding details and click on Activate Swiggy Money. >You will be asked to enter government ID details (for KYC) and enter OTP received on your registered number and Confirm Details >You will then land on the home page.

We hope that this information is useful to you.
Regards,
<Signature>
Agent to update the comments in OneView
Select the disposition - Non CC Related - Promotions
Mark the ticket as Resolved
If Customer ID is not available in the Sheet
Send an email informing the Customer that he has not won the campaign. Also, inform him that every 50th Order who places such a successful restaurant order with Pepsi stands a chance to win Rs 100 in their Swiggy money wallet.
Hi <Name>,
Greetings from Swiggy.
This is in reference to your concern regarding the Pepsi campaign. We are writing to inform you that you have not won the contest.
Every 50th successful Order with a Pepsi beverage, placed on Swiggy stands a chance to win a Swiggy Voucher of Rs.100.
We hope that this information is useful to you.
Regards,
<Signature>

Agent to update the comments in OneView
Select the disposition - Non CC Related - Promotions
Mark the ticket as Resolved

For CC-Support

The CC support team should highlight such issues to [email protected] with relevant details (Customer’s Registered Phone number, Cx VOC and issue description) after validating the ticket.

FAQs

Will the customer be eligible to win if the cx raises missing item / quality issues / MDI?
Ans : "Yes" because it is "Add to cart" campaign with delivered order.