Notes

Update as of 15-October-2020 (02:00 PM): Due to unforeseen issues, customers are facing issues while making the payment from Axis bank and an error is displayed stating "Unable to process due to server issue. Please try after some time". If customer contacts for such issues, inform the customers that Axis bank has identified the issue and working on the same, request them to try after some time. Do not assign these cases to the backend team. Tagging On SA: Payment queries >>Payment methods available ||Download Type: Self Learning||



Update as of 15-October-2020 (07:30 PM): Due to an unforeseen issue, ~6000 IMPS refunds are failed with an error message 'FAILURE/ISSUING_BANK_CBS_DOWN'. The issue has been escalated to the relevant team and the team is working to fix the issue. In case of such contacts, request the customer to wait for 48 hours. Tagging on SA (IMS V1): Refund status enquiry and Tagging on SA (IMS V2): Refund related || Download Type: Self Learning ||



Update as of 15-October-2020 (09:00 PM): New scenario 'Customer contacts enquiring about the pickup of Prexo product and on checking the details, the courier service provider is 3PL (Gati and Delhivery)' has been added to the guide and the changes are highlighted in Blue. Follow the below path on Yoda to view the guide 'i-Know Guides: 360° Assistance >> L1 Guides >> Order >>Shipping>> Delivery >> i-Know Guide #64: Prexo/Exchange Related (Large)' ||Download Type: Self Learning||



Update as of 15-October-2020 (02:30 PM): Due to unforeseen issues, customers are unable to make the payment for pre-booking orders/ they are not getting the confirmation post making the payment. If customer contacts for such issues inform the customers that the team has identified the issue and are working on the same, request them to try after some time. Do not assign these cases to the backend team. Tagging On SA: Payment queries >>Payment methods available ||Download Type: Self Learning||



Update for Chat and Voice Teams as of 16-October-2020 (01:30 AM): Due to the current climatic situation, ~195 pincodes in Hyderabad are not serviceable. If the customer asks if a product can be delivered, check the pincode/product and respond. In case the customer enquires why serviceability is disabled for their pincode, use comms guidelines. Follow the below path on Yoda to view the Communication Guidelines TBBD'2020 >> TBBD'2020 Comms CX Playbook >> TBBD_2020: Communication Guidelines Playbook >> TBBD'2020: Comms Playbook >> Live Updates Tab Tagging on SA: Non-Order Related >> Suggested issue >> product purchase >>Customer wants to know service availability in his area. ||Download Type: Self Learning||


Update as of 16-October-2020 (07:00 AM): Customer contacts and states that he/she has not received confirmation Post order cancellation. In case contacts for such contacts inform customers that there will be a delay of ~15-20 minutes for the cancellation to go through and confirmation. Tagging On SA: Non Order Related >> Suggested issue >> Policy Queries >> Enquiry about Flipkart's cancellation/return policy ||Download Type: Self Learning||



Update as of 15-October-2020 (09:30 PM): New scenario 'Customer contacts about the delivery of the Order and on checking the details the status is stuck in Approved/Ready to ship post promised date' has been added to the guide and the changes are highlighted in Blue. Follow the below path on Yoda to view the guide 'i-Know Guides: 360° Assistance >> Launches >> Launch: Flipkart Quick' ||Download Type: Self Learning||