Notes

Check for the status of the order, and Installation services under service timeline on SA
Order is already shipped but not OFD and Installation ticket is available- Call and inform about the promise date for delivery and Installation details, also educate about the OTA update which will be done by the technician at time of installation. Keep a followup on installation spd+2 days and inform we will call back to confirm on the installation completion and experience.
Order is OFD and Installation ticket is available- Inform it will be delivered by EOD and Installation details, also educate about the OTA update which will be done by the technician at time of installation. Keep a followup on installation spd+2 days and inform we will call back to confirm on the installation completion and experience.
Order is cancelled- Do Not call customer and do solve NRR with notes “Order already cancelled”.
Order is already shipped and Installation ticket is not available- Call and inform about the promise date for delivery and ask if he needs Installation and demo to be arranged for the product
Customer says he needs it- Keep a followup on the promise date and inform we will call you back and get a call registered and arrange Installation, also inform about the OTA update.
Customer says he doesn't need Installation- Keep a followup on day+9 of delivery and inform him that he can get the OTA update done on his own. Educate about steps. If he has any issues in doing it, he can raise a return from self serve and a technician will visit his place to do an OTA update.

Provide guidelines to the customer prior to the technician visit and inform that the overall process would roughly take 25-30 minutes to complete
In case of unable to connect, agent to keep a follow up for 4 hours and retry once again. If connected follow 1.1

If the agent has been unable to connect, the agent can send a mail as per Comms guidelines and keep followup as “waiting for customer update” on spd+2 of installation.
In case of ticket not generated and customer needs Installation to be arranged, fill the tracker and a manual call will be registered and promise date will be updated and then customer can be informed on that
Customer called post installation completion- Take a feedback if everything went well.
Installation completed without any issues- Keep a followup on delivery date+9 days and inform him we will call the customer to take feedback on experience of product .
Installation cancelled/ any improper installation complaint- Fill the tracker and keep a followup for 24 hours and inform we will call with an update.



Call the customer on the date return policy day - 1 and check with the customer if they are satisfied with the product. If the customer informs yes, close the incident and mark the same as Solved. Inform the customer a survey would be triggered post the call and to have the feedback shared.

If the customer says that there are issues with the product or is not satisfied with the product, ask the customer if he needs a refund or replacement and if he needs a technician to visit the customer's location and resolve the issue.

Customer needs replacement- Create a return for replacement from SA.
If he wants the technician to visit, inform the technician visit timeline available on SA under service timeline.
If he doesn't want any technician visit approve the return on SA by clicking on return approval DT.
Customer needs refund- Create a return for refund from SA.
If he wants the technician to visit, inform the technician visit timeline available on SA under service timeline.
If he doesn't want any technician visit approve the return on SA by clicking on return approval DT.
Uninstallation tickets gets generated, inform the uninstallation tat to the customer. Once that is completed, return gets approved.

If refund is given Extra toa to be given to customer