Notes

Unable to cod order: Tagging: Order Processing Related > Online Payment Issues > Unable to place COD Order

Check the category for which the customer is trying to place an order, order value if exceeding Rs. 50,000, pin code, and provide information accordingly.
Order value below Rs. 50,000/- inform customers that the seller does not provide cash on delivery option currently at your pincode. The availability of cash on delivery services is based on various factors such as seller’s location, the delivery address as well as seller’s partnered couriers due to which it may not be available at all locations.


Status check key :- suggested issue>> status check
Customer wanted to know when my order will deliver so informed to the customer that you will happy to know that your order on track and deliver on or before promise date so customer agreed.

7 pm (status check)key :- suggested issue >> status check
Customer said that my order not deliver yet
So informed that your order is/will be out for deliver and it will delivered to you on before 7 pm
So the customer agreed and given self serve too.



Delay in delivery key :- suggested issue>> Delay in delivery
customer said that my order not deliver and got delay so informed to the customer that due to some operational issue order got delay and order will deliver to you on before TAT so customer agreed.



Priority Delivery key :- suggested issue>> priority delivery
customer said that i want the order delivery before the promise date so informed to the customer that its up to the seller , courier partner and product also so it could take desire time although logistic will try their best to be deliver your order, self serve


Delay in shipping key :- suggested issue>> delay in shipping
customer said that my order not deliver and got delay in shipping so informed to the customer that due to some operational issue order got delay in shipping and this issue will resolve on before TAT and so customer agreed.


Next business day key :- suggested issue >> status check
customer said that my order not deliver and got delay so informed to the customer that due to some operational issue order got delay and order will deliver to you in next business days so customer agreed. given self serve too.

Repromise date key :- suggested issue >> repromise
Customer wanted to know why the date has extended from the CPD
So informed that due to an operational issue they were unable to deliver on promised date so will deliver on or before re-promise date.

Refund status key :- suggested issue>> Refund status
customer wanted to know about the refund status so as per the SA informed to the customer and informed to the customer about the seller's complete date and credited date (SLA) so customer agreed. And informed to the customer to
Check in the credit card unbilled section/
bank account statement for the refund /
Check with the Respective UPI Application or customer support./
Check you EGV section for refund balance.

Refund not done key :- suggested issue>> refund >> unresolved
Customer said that refund not credited yet and i been checked in bank , and with bank statement as well but refund amount not credited
So informed to the customer TAT for resolution / so informed to the customer that your amount is in processing condition / so complain has escalated and given TAT , Alternate mobile no- NA

Order cancel Refund pending (3pl/Ekl) key :- suggest issue >> return status
Order was cancelled ,customer said that when will i get my refund back so informed that once the logistic team will confirm order cancellation which will be confirm with in 4 (3pl)/1(Ekl) business days and then with in {Refund_SLA} business days refund will transfer back to the source so customer agreed.

OVERRIDE for refund key :- return request page > ovrride
Customer stating that order is cancelled but till now refund is not credited yet so checked refund wasn’t initiated yet so taken refund override option and informed to the customer about refund status.

Not aware of cancellation key :- suggest issue >> not aware of cancellation
customer wanted to know why my order cancelled so informed to the customer that order has cancelled by courier side - so instead of this item you can place a fresh order again.

Reinstate the cancelled order key :- suggested issue>> policy related
customer wanted his cancelled order , he cancelled by mistake and now he wants this canceled order so informed that it would not possible to reinstate this order and informed to the customer to place a fresh order again, customer agreed.

customer said why my order cancelled so informed that order cancelled by the courier side due to -{cancellation_reason}- and informed to the customer to place a fresh order again, customer agreed.

order after cancellation. Requested to place a fresh order again.

Got delivery confirmation key :- suggested issue>> customer got the delivery confirmation
customer said that i didn't received the order and got the delivery confirmation and he have confirmed to the neighbor and family so given TAT
Alternate mobile no- NA

Return request key :- suggested issue>> customer return requested
Customer wanted to return this order due to -- and confirmed packaging was/wasn’t good from outer side so taken request and informed packaging manner, and address confirmed and Alternate mobile no.- NA

RVP not done key :- suggested issue >> pick up status
customer said that item not picked up yet and promise date breached and no response from the logistic team side so given TAT.
Alternate mobile no- NA




delay in pick up :- KEY :- suggest issue >> pick up status
Customer said that i have requested for return and item not picked up yet so informed to the customer that due to some operational issue order not able to pick up by courier partner this has escalated now and team will touch with resolution
Alternate mobile no- NA

ASC key :- suggested issue >> service center
customer wanted ASC details as he wanted to claim the brand warranty so given AS per the yoda so customer agreed.
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ASC not available key :- suggested issue >> service center
Customer wanted to know ASC details for this item and he wants to claim warranty for this
So there was no details about ASC on yoda so given TAT
Alternate mobile no- NA

AMOUNT awaiting/pending key :- suggested issue>> amount debited order not confirmed
customer said amount debited and order/payment not confirmed while i was placing order so informed that amount has successful / pending, you need to wait till the 24 hrs whether you will get the order confirmation or you will received refund notification for this order so customer agreed.

AMOUNT failed key :- suggested issue>> amount debited order not confirmed
customer said amount debited and order not confirmed so as per the SA amount has Failed so informed that if amount has debited so amount will refunded by the bank with in 8 business days so customer agreed with me.

COD option is not available key :- non order suggested issue >> product purchase query
customer said that i'm unable to place COD order on flipkart so informed to the customer that its up to the seller and your area pincode so as of now you may place a prepaid order .

Maximum limit (not able to add in Cart) key :- not able to add in Cart
customer said that my item is not able to add in the cart due to max. limit cross so informed that seller has limited stock so your are unable to add please try after some day so customer agreed.

COD to POD (OFD) key :- cod to pod
customer wanted to convert cod to pod so informed about the phonepe link shared by ekart as order was OFD so he said there is no link and option like pay now so informed that you need to ready with cod amount so customer agreed.

All Out of stock key :- suggested issue >> product purchase query
customer said that my order is not getting place item and every item is showing out of stock so informed that item is out of stock for this area so up to the seller and there would have some issue so will resolve asap.

Out of stock notify key :- suggested issue>>product purchase query
Once the product is back in stock we will notify you via an email. For this, please visit the product page, enter your email address and click on the 'Notify Me' option.

Installation not done/committed date breached key :- not done/breach
customer said that i my order has delivered to me and installation not done yet committed date breached / received notification that installation will done today but there is no response from their end / installation cancelled-0’;
so as per the resolution taken complain and given TAT
Alternate mobile no- NA

Installation key :- info
customer said that when installation will done so informed that installation will done on or before committed date so customer agreed./ will done in 48-72 hrs after item delivery.

Priority installation key :- info
Customer wanted to installation on priority basis due to -voc-
So informed to the customer that {the brand/the seller/Jeeves}wil not possible to install on priority This is because the time slots for installation are allotted based on factors such as their technician’s availability, product type and customer’s location. However, please be assured that the installation will be completed on or before committed. So customer agreed.

Installation address change key :- change address
Customer wanted to change address for the installation so informed to the customer that request can forward and team will let you know whether it possible to change or not so taken details Name :- Address :- pincode :- contact no :- Alternate no :-

Blank key :- call dorp
customer was blank on the call and there was no voice and sudden call dropped by the customer side.
/





Voice issue key :- call drop
customer was unable to listen to me due to the voice issue or tech issue and sudden call dropped by the customer side.

Already talked key :- suggested issue>>generic>>blank
Customer said that i have already talked to an agent on previous call.

Issue resolved key:- suggested issue>>generic>>blank
Customer said that my issue has resolved now.

Call later key :- suggested issue>>generic>>blank
Customer said that this not right time i want call after some time.

Tech visit Fake update key :- fake
Customer said that technician update fake overthere there was issue --
So informed to the customer that your concern has forwarded to the team and given TAT
Alternate mobile no- NA

Return in cancellation key :- return in cancellation
Customer wanted to return this order and previous request got cancelled and 48 hrs breached but there is no option to create a new return request
So informed that your concern has forwarded to the Team and given TAT

Return in cancellation solved key :- return status
Customer wanted to return this order due to -- but return request was in cancellation state
So informed to the customer that wait till 48 hrs , you will get new option to create new return request.



Unregister call key :- unregister caller
Customer was unregister caller and he was unable to verify the required details
So informed that make call with register contact number.

ASC not available key :- vicinity
Customer wanted to know ASC details for this item and he wants to claim warranty for this
So there was no details about ASC on yoda so given TAT
Alternate mobile no- NA

Black listed key :- black listing
Customer was black listed and customer said i'm not able to the login the my fk account so customer wanted resolution so informed to the customer TAT, Alternate mobile no- NA

Return Policy key :- policy
Customer wanted to know return policy for {product name} so informed to the customer policy as per the product page and given self serve for that

Policy ASC action key :- policy
Customer said that i have issue and this item is defective so informed to the customer that this order has 7/10 ASC action policy so visit nearest ASC and your issue will resolved so customer agreed.

EMAIL ID CHANGE/CONTACT NO. OTP related key :- non order, suggested issue >> otp related
Customer wanted to change the mobile no/Email id but there is no OTP receiving by customer because register mobile no/Email id is not exist now so customer unable to get OTP so he wanted to change so given TAT.
Alternate mobile no- NA

Inactive key :- non order suggested issue >> account related
Customer said that i’m unable to do login in my FK account and showing inactive so informed to the customer that login only on the webpage www.flipkart.com so customer agreed.

BANK OFFERS Enquiry key :- create incident>>discount breakup
Customer was asking about the {bank offer name} Bank offer so informed to the customer about the all information and T&C as per the web.page and YODA so customer agreed with all the information.and given self serve too.

Debit card emi key :- net banking
Customer wanted to know how to check whether i’m eligible for debit card EMI or not
So informed to the customer that send an SMS DCEMI on 57575 to know eligibility for debit card EMI
And informed that debit card EMI is available on selective bank and customer like HDFC, SBI, ICICI, AXIS. so customer agreed.



Door step denied key :- suggested issue>> wishmaster related
Customer said that wm denied to deliver at my door step {customer voc}
So informed to the customer that your concern is highlighted to the team and they will work closely with logistic department and your issue will resolve as per TAT
Alternate mobile no- NA



Wrong return request key :- post delivery issue >> cancel
Customer said that i have requested wrong request for return / wm denied that you have requested for wrong return request instead of {right reason} so taken request for cancellation of this return request and informed that with in 24 hrs you will able to raised a new return request.

Tns rvp fraud key :- system downtime
Customer said that i have received the order and item was {reason} and return request got cancelled so informed to the customer that due technical issue request got cancelled and given self serve that raise a new request again from your end as request was cancelled TNS rvp fraud.

Pick up done but return cancel key :- pick up done but return cancel
Customer said that my order has been picked up but return cancelled so asked that about acknowledgement receipt or SMS so he said ……..
So he wanted resoluiton so given TAT
Alternate mobile no- NA

Order status not update as deliver key :- not update
Customer said that order not update as delivered to me post 24 hrs so he wanted resolution
So given TAT for resolution
Alternate mobile no - NA

Tech visit date breached key :- tech visit
Customer said that tech visit not done for my item return and no one responded me for this issue and committed date also breached
So taken complain on this and given TAT
Alternate mobile no- NA

Warehouse (ready for pick up) key :- hub details
Customer said that my order is not picked yet and there was mentioned that customer have to shipped this item so informed to the customer same for ship this item to the given address and informed that your shipping charges will given once item successfully received at seller’s location
So customer agreed.

Warehouse (true) key :- suggested issue>>pick up status
Customer said that my order is not picked yet and there was mentioned that customer have to shipped this item So customer not agreed.he said i’m not able to ship this order ,so taken complain here and given TAT
Alternate mobile no- NA

Reverse pick up address change key :- create incident >> reverse pick up address change
Customer wanted to change reverse pick up address and return request already raised
So informed to the customer that now it won’t possible to change you need to cancel current request request and after that you can raise a new request for return so that time you can change so customer agreed.

Tech error key :- tech error
Customer said that he is unable to create a return/cancel order so I checked and tried but there is some technical error so escalating this case to the tech team and fill the form as per yoda.

Plus member :- key create incident >> flipkart plus
Customer wanted to become FK plus member so he wanted to know how he can become FK plus member so informed to the customer that you have to earn up to 200 credited super coins and then you will eligible to become FK plus member. So customer agreed.

When tech visit :- key :- created incident>> when tech will happen
Customer said when my order will return so informed to the customer that your request has received, first tech visit will done on or before the committed date {committed date} and the technician will update the issue and then it will proceed for further action.



Change email id/mobile no ;- key non order suggested issue >> OTP related
Customer wanted to change register email id but old mail id is not accessible now so he is not able to verifying OTP , so he wanted to change so escalated issue and taken new email id/mobile no. and exist email id/mobile no. Alternate mobile no- NA


Want to become Seller :- create incident>> want to become seller
Customer wanted to become seller on FK so informed to the customerSeller portal path: Login to www.flipkart.com >> Click 'More' button on the main page (top right corner).
And informed to the Customer can call on ​Seller Support Phone No: 0124 - 4319362, so customer agreed.

Non serviceable ;:- key :- suggested issue >> product related query
Customer said that items are not deliverable at my pincode so informed to customer that its upto the seller and their courier partners, whether the courier partner provides delivery service at your area pincode or not. So customer agreed.

Axis bank credit card :-
Customer wanted to know about that how can i apply for FK axis bank credit card so informed to the customer as per the yoda that how you can apply for this credit card so customer agreed.

EGV (UNRESOLVE) :- key :- suggest issue >>

GST :-
Customer wanted to add his GST number along with invoice so Informed customers that for B2C orders they can avail tax input credit by entering GSTIN number and business name during order placement.
While placing the order, customers will find an option to select GST Invoicing which is optional for customers to avail this facility or not.


Cod to prepaid conversion (unresolved) key :- create incident >> cod to prepaid conversion
Customer said that amount debited on cod to pod conversion , and wm asked for money and customer paid cod amount as well so customer wanted resolution so given TAT to the customer
Alternate mobile no- na

Price related
Customer has price related issue and he said that earlier price was low and now price has increased so i want this on the old price so informed that price depend on different factors and time so right now this is the best price where seller can offer you as off now.

Customer want to cancel key :- suggested issue >> cancel
Customer wanted to cancel this order due to he has changed his mind and now he wants to cancel so as per the voc taken request for the cancellation. And informed to the customer that your request has been forwarded to the seller for cancellation.

Prexo denial key :- suggested issue >> prexo denied
Customer placed an order on an Exchange phone and wm denied him to collect that order due {issue} so informed to the customer as per the SA that its up to the wm and final decision can be taken by wm only and informed to the customer as per the updates.

Fake call/sms
Customer said that I have received a call/sms stating that you have won a lucky draw on FK and you will get this offer {VOC} so informed to the customer please ignore such kind of call/sms so the customer agreed. And taken accessories action.

third
customer was asking about the offer Buy now and Get 6 months Free Spotify Premium Trial
and he asked when i will get so informed to the customer as per the casperlite and informed that wait till the 10 dec.