Notes

Tagging-



1- Scenario - Product not shipped within dispatch TAT (Not Dispatched within TAT)
Action-Guide customer to raise the concern online using "Raise your concern" option
If the customer is not ready for the same, escalate the issue from CRM.
Ticket - Logistics > Not Dispatched within TAT> Not dispatched within TAT Follow-up ACT YES
Escalation TAT- 24-48 Hours


2- Scenario-Shipment can not be tracked after given TAT- Shipment info not available
Action-escalate the issue from CRM.
Ticket - Logistics > Shipment info not available> Shipment info not available Follow-up ACT YES
Escalation TAT- 24–48 Hours


3- Scenario-Crossed EDD - Shipment is not delivered as per EDD (With or without incorrect NDR - non-delivery reason)
Action-Guide customer to raise the concern online using "Raise your concern" option
If the customer is not ready for the same, escalate the issue from CRM..
Ticket - Logistics > Crossed EDD > Shipment not delivered Follow-up ACT YES
Escalation TAT- 72 Hours


4- Scenario-Incorrect NDR- Incorrect non Delivery reasons updated by delivery boy
Point to remember-This is applicable only if EDD is not crossed.
Action-Guide customer to raise the concern online using "Raise your concern" option
If the customer is not ready for the same, escalate the issue from CRM.
Ticket - Logistics > Incorrect Delivery Status> Incorrect Non Delivery Reason Follow-up ACT YES
Escalation TAT- 72 Hours
5- Scenario-Incorrect Delivery Status ( IDS) - Incorrect Delivery Status updated by delivery boy. Shipment is not delivered but status is incorrectly shown as Delivered as per tracking or shipment log.
Mandatory Probing/ Suggestion- Check with security/ neighbours, as the product may have been delivered there.
Action-Guide customer to raise the concern online using "Not Delivered?" option
If the customer is not ready for the same, escalate the issue from CRM.
Ticket - Logistics > Incorrect Delivery Status> Incorrect Delivery Status> Follow-up ACT YES
Escalation TAT- 5-7 Days
6- Scenario - RTO Request (Raising new RTO request from CRM)
Action-Escalate the issue from CRM.
Ticket -Logistics>RTO request>Any subtype Follow up ACT YES
Escalation TAT- 72 Hours
7- Scenario - Custom Delivery Request - Re-Delivery Post refusal to accept- Customer wants us to reattempt delivery after refusing it earlier
Action-Escalate the issue from CRM but NO ASSURANCE
Ticket -Logistics>Custom delivery request>Redelivery post refusal to accept Follow Up YES
Escalation TAT- NO TAT
8- Scenario - Delivery Related feedback - Customer wants to share feedback related experience of the delivery by courier company.
Action-Escalate the issue from CRM.
Ticket -Logistics>Complaint>Delivery related feedback Close YES
Escalation TAT- NO TAT
9- Scenario -Extra amount Charged- Delivery boy has taken extra amount at the time of delivery
Action- Guide customer to raise the concern online using "Not Delivered?" option and also ask to share statement copy by email if the extra amount was made using online payment options.
If more than 5 days are already over after delivery or customer is not ready for online escalation. Escalate the issue from CRM. If online payment was made, ask to share statement first
Ticket -Logistics>Complaint>Extra amount charged Follow Up YES
Escalation TAT- 72 Hours
10- Scenario -Incorrect contact details of delivery boy shared to customer
Action- Guide customer to raise the concern online using "Raise Your Concern" option
If customer is not ready for online escalation, escalate the issue from CRM.
Ticket Logistics>Complaint>Incorrect SR contact details Follow Up YES
Escalation TAT- 72 Hours
11- Scenario -Doorstep Delivery is denied by Delivery boy
Action- Within 5 days of delivery, guide customer to raise the concern online using "Raise Your Concern" or "not Delivered?" option
If Contact is made after 5 days of delivery or If customer is not ready for online escalation, escalate the issue from CRM.
Ticket Logistics>Complaint>SR related Denied doorstep delivery Follow Up ACT YES
Escalation TAT- 72 Hours
12- Scenario Misbehaviour of Delivery boy
Action- Within 5 days of delivery, guide customer to raise the concern online using "Raise Your Concern" or "not Delivered?" option
If Contact is made after 5 days of delivery or If customer is not ready for online escalation, escalate the issue from CRM.
Ticket Logistics>Complaint>SR related Misbehaviour Follow Up YES
Escalation TAT- 72 Hours
13- Scenario - The shipment of a customer is delivered at a address of other customer and vice versa- Order Swapped (Both customers have placed an order)
Identifier- The sticker on the delivered shipment belongs to different customer.
Action-Escalate the issue from CRM. Take the details of order as per sticker mentioned on th delivered shipment and raise ticket on that order. Mention the address where the shipment is actually delivered
Ticket Logistics>Complaint>Order Swapped Follow Up YES
Escalation TAT- 72 Hours
14- Scenario - The shipment of a customer is delivered at a address of other customer Order Swapped (Only one customer has placed an order)
Identifier- The sticker on the delivered shipment belongs to different customer.
Action- Escalate the issue from CRM. Take the details of order as per sticker mentioned on the delivered shipment and raise ticket on that order. Mention the address where the shipment is actually delivered.
Ticket Logistics>Complaint>Shipment misrouted Sent to wrong Address Follow Up YES
Escalation TAT- 72 Hours
15- Scenario - The refund is not yet added for a shipment for which RTO is already marked
Action- Escalate the issue from CRM.
Ticket Logistics>Complaint>RTO marked but refund not given Follow Up YES
Escalation TAT- 72 Hours
16- Scenario - Gateway issue-Order is Cancelled- Payment is not received and not yet reversed to customer even after 48 hours OR customer is calling again after issue was already closed once and he/she was asked to contact bank
Mandatory Probing- The number of times for which the payment was deducted from customer's payment source
Action- Escalate the issue from CRM.
In case customer has contacted after contacting the bank as he/she was asked to contact bank after first escalation, escalations will be made after receiving statement copy.

Ticket Gateway Issue>Confirmation awaited>Cancelled by Gateway Follow Up NO
Mention the no of times for which payment was deducted
Escalation TAT- 24-48 Working Hours
17- Scenario - Gateway issue- Order status is Pending and Check Pay status shows- Contact your supervisor/ API not available
Mandatory Probing- The number of times for which the payment was deducted from customer's payment source
Action- Escalate the issue from CRM on First contact
Ticket Gateway Issue>Confirmation awaited>Amount debited but order confirmation pending Follow Up NO
Mention the no of times for which payment was deducted
Escalation TAT- 24-48 Working Hours
18- Scenario - Gateway issue- Amount is dedcuted more than once for a single prepaid order
Mandatory Probing- The number of times for which the payment was deducted from customer's payment source
Action- Escalate the issue from CRM.
Escalations will be made after receiving statement copy.
Ticket Gateway Issue>Amount debited more than once against a single order>Amount debited more than once against a single order Follow Up NO
Mention the no of times for which payment was deducted
Escalation TAT- 24-48 Working Hours
19- Scenario -Escalating/Highlighting product issues after receiving images for the purpose of return or replacement
Action- Escalate the issue from CRM.
Escalations will be made after receiving sufficient images/ videos
Ticket Issues (Customer)>Any Type>Any subtype Follow Up ACT YES
Escalation TAT- 24-48 Working Hours
20- Scenario - Cashback code not generated even after 10 days of delivery
Action- Escalate the issue from CRM.
Escalations will be made only if customer is eligible for cashback on delivered products
Ticket Coupons Club Cash>Code not generated>Cashback More than 10 days Follow Up YES
Escalation TAT- 24-48 Working Hours
21- Scenario - Cashback code is not working - All conditions satisfied by customer
Action- Escalate the issue from CRM.
Ticket Coupons Club Cash>Code not working>Cashback Follow Up YES
Escalation TAT- 24-48 Working Hours
22- Scenario - GSO code is not working - All conditions satisfied by customer
Action- Escalate the issue from CRM.
Ticket Coupons Club Cash>Code not working>GSO Follow Up YES
Escalation TAT- 24-48 Working Hours
23- Scenario - GC code is not working -
Case A- All conditions satisfied by customer but GC is still not working
Case B- Modifying the recipient email ID of a Gift Certificate
Action- Escalate the issue from CRM.
Ticket Coupons Club Cash>Code not working>Gift Certificate Follow Up YES
Escalation TAT- 24-48 Working Hours
24- Scenario - Marketing code is not working - All conditions satisfied by customer
A- B2B/B2H code is not working
B- B2C Code is not working
Action- Escalate the issue from CRM.
A- For B2B/B2H marketing offer codes

Coupons Club Cash>Code not working>Marketing offer code B2B B2H Follow Up YES
B- For B2C Marketing offers codes

Ticket Coupons Club Cash>Code not working>Marketing offer codes B2C Follow Up YES
Escalation TAT- 24-48 Working Hours
25- Scenario - Generating a replica code for customer
Action- Escalate the issue from CRM.
Ticket Coupons Club Cash>Additional Code info>Marketing offer codes B2C Follow Up YES
Escalation TAT- 24-48 Working Hours
26- Scenario - Deactivating a GC / Gift Certificate Deactivation
Action- Escalate the issue from CRM for deactivating a GC due to incorrect delivery date selection
Ticket Coupons Club Cash>Deactivation of code>GC Follow Up YES
Escalation TAT- 24-48 Working Hours
27- Scenario - Club cash not credited for sharing product reviews
Action- Escalate the issue from CRM for if CC is not credited even after product review status is approved
Ticket Coupons Club Cash>CC not credited>CC on reviews Follow Up YES
Escalation TAT- 24-48 Working Hours
27- Scenario - Club cash not credited for an order even after 48 hours of complete delivery
OR
Club cash amount refunded is not proper after cancellation of an order or Product
Action- Escalate the issue from CRM
Ticket Coupons Club Cash>CC not credited>Technical issue Follow Up YES
Escalation TAT- 24-48 Working Hours
27- Scenario - Club cash not credited for an order for eligible items as order is partially RTOed
Action- Escalate the issue from CRM
Ticket Coupons Club Cash>CC not credited>Order status NOT DELIVERED Follow Up YES
Escalation TAT- 24-48 Working Hours
30- Scenario - Referral discount code of Rs 200 not received by referrer or referred friend ( Invites and credits referral)
Action- Escalate the issue from CRM for if referrer or the referred friend claims that the referral discount code is not received even after the referred friend has registered on Firstcry.
Ticket Coupons Club Cash>code not received>Referral code not received Follow Up YES
Escalation TAT- 24-48 Working Hours
Good to know- This code is visible to customer on chatbot for referrer ( person who has sent the invitation) . The issue has to be escalated if this code is received by the person who was referred.( Person who was invited)

31- Scenario - Referral Cashback code not received by referrer ( Invites and credits referral)
Action- Escalate the issue from CRM for if referrer claims that the referral cashback code is not received even after the month in which referred friend's order was delivered, has ended. Check the details of this code on CRM. If available share from there.
Good to know- The referral cashback code will be generated within 24 hours after the month of delivery of First order of the friend ends.
Ticket Coupons Club Cash>code not received>Referral CB code not received Follow Up YES
Escalation TAT- 24-48 Working Hours
32- Scenario - Additional Item info is needed
OR
Issue to be escalated to content team for any issue / correction of product description page

Ticket Inquiry>Additional item information>Any subtype Follow Up YES
Escalation TAT- 24-48 Working Hours
33 Scenario - Arranging SME callback
Ticket Inquiry>Arrange callback>SME Follow Up NO
Escalation TAT- 3-4 Working Hours
34 Scenario - Arranging TL callback
Ticket Inquiry>Arrange callback>Team Lead Follow Up NO
Escalation TAT- 24 Working Hours
35 Scenario - Arranging Manager callback
Ticket Inquiry>Arrange callback>Assistant Manager Follow Up NO
Escalation TAT- 24 Working Hours
36 Scenario - Call Dropped
Ticket Inquiry>Call dropped>Call Dropped Follow Up NO
Out call has to be attempted within 30 minutes. If out call is denied, close this ticket and mention the name of TL/Manager who has denied the callback
37 Scenario - Intellikit suborder is not generated as per schedule ( Sub order not generated)
Ticket Inquiry>Intellikit>Suborder not generated Follow Up YES
Escalation TAT-24-48 Working Hours
38 Scenario - Escalating issue as item is out of stock but website is not updated yet.
Ticket Inquiry>Item availability>Any subtype Close YES
Escalation TAT-No TAT to be shared with customer.
38 Scenario - Escalating issues for contest related queries where reward of a contest is not given even after 30 working days of the result
Ticket -- Inquiry>Other>Contest related query Follow Up NO
Escalation TAT-24-48 Working Hours
40 Scenario - Escalating issues for contest related queries where reward of a contest is not given even after 30 working days of the result
Ticket -- Inquiry>Other>Contest related query Follow Up NO
Escalation TAT-24-48 Working Hours
41 Scenario - Escalating issues for dummy order scenario where prepaid payment is deducted but order is not generated on CRM and amount is also not reversed in 48 hours of placing the order.
Issue to be escalated after receiving statement
Ticket -- Inquiry>Other>Dummy order not available in system Follow Up NO
Escalation TAT-24-48 Working Hours
42 Scenario - Escalating issues for checking call recording of B2H sales team members in case wrong product was ordered by them according to customer or any other complaint
Ticket -Inquiry>Other>Telesales Check call recording Follow Up NO
Escalation TAT-24-48 Working Hours
43 Scenario - Escalating issues for arranging a callback from telesales team / B2H team
Ticket -Inquiry>Other>Telesales CallBack request Follow Up NO
Escalation TAT-24-48 Working Hours
44 Scenario - Escalating issues related to FPL (Firstcry Parenting League) program on parenting platform
Ticket -Inquiry>Parenting Memories>FPL related issue Follow up ACT YES
Escalation TAT-24-48 Working Hours
45 Scenario - Escalating issues related to Memories Section on Parenting
Ticket -Inquiry>Parenting Memories>Memories related Follow Up ACT YES
Escalation TAT-24-48 Working Hours
46 Scenario - Escalating issues related to Q& A Section on Parenting
Ticket -Inquiry>Parenting Memories>Q&A Related Follow Up ACT YES
Escalation TAT-24-48 Working Hours
47 Scenario - Escalating issues related to Vaccination and Growth Section on Parenting
Ticket -Inquiry>Parenting Memories>Growth & vaccination Related Follow Up ACT YES
Escalation TAT-24-48 Working Hours
48 Scenario - Escalating issues related to Other sections on Parenting ( except Memories, Q&A, Vaccination and growth related)
Ticket -Inquiry>Parenting Memories>Other Follow Up ACT YES
Escalation TAT-24-48 Working Hours
49 Scenario - Same source / wallet to bank refund not received in TAT
Escalation after receiving statement. ( For E-wallets like Paytm - Statement is not needed for escalation)
Ticket -Inquiry>Refund Info Wallet bank>Post Wallet to Bank Refund TAT Breach Follow Up NO
Escalation TAT-24-48 Working Hours
50- Scenario - Same source / wallet to bank refund issue- Refund log is not generated on CRM
Ticket -Inquiry > Refund Info (Wallet/Bank) > Refund related issue- Refund log not generated Follow up ACT Yes
Escalation TAT-24-48 Working Hours
51- Scenario - Generating a free shipping code for a customer to waive off the shipping charge/ COD charge and minimum order value conditions
(If the discount is also to be matched to an old offer code, generate replica code)

Ticket: Inquiry>Replacement Return Exchange Warranty>Free shipping codes Follow Up ACT NO
Escalation TAT-24-48 Working Hours
52- Scenario - Escalating issue to update RTO status as Delivered when the product is actually delivered but CRM shows that shipment is RTO
Escalation after images are received

Ticket: Inquiry>Replacement Return Exchange Warranty>Shipment RTOed in system ,Product delivered Follow Up ACT NO
Escalation TAT-24-48 Working Hours
53- Scenario - SR without intimation Scenario
This is to be followed only if the SR without intimation ticket is still in Follow up.
Ticket: Inquiry>Replacement Return Exchange Warranty>SR without intimation Close NO
Send an email to [email protected] to process refund for the product.
Escalation TAT-24-48 Working Hours
54- Scenario - Reverting SR for a product after pick up is initiated
Applicable cases- Cancellation of return or replacement after pick up was initiated OR When customer wants to change reverse pick up address after pick up is initiated
Ticket: Inquiry>Replacement Return Exchange Warranty>SR Revert Customer keeping product Follow Up NO
Also educate customer to refuse pick up, in case pick up executive reaches for pick up.

Escalation TAT-72 Hours
55- Scenario - Arranging callback in a regional language
Check the availability of members for a particular language before escalating the issue.
Ticket: Inquiry>Request Regional Callback>Request Regional Callback Follow Up NO
Escalation TAT-24 Working Hours

56- Scenario - Incorrect NPR - Incorrect non Pick reason updated by pick up boy -
Point to remember- Applicable only if the RVP status is PICKSTART AND Within 5 working days after pick up was initiated
Ticket: Inquiry>Reverse pick related query FCID Level>Incorrect Non Pick reason Follow Up YES
Escalation TAT-72 Hours
57- Scenario -Reverse Pick up Not done- in the 5 working days TAT OR re-attempting the pick up after Pick up Status shows PICKCANCEL and SR is not yet reverted
Point to remember- This should be escalated only if SR is not reverted yet.
Ticket: Inquiry>Reverse pick related query FCID Level>Reverse pick not done Follow Up YES
Escalation TAT-72 Hours
58- Scenario -Reverse Pick up Not done due to pick up vehicle issue- RVP status shows PICK START or PICK CANCEL (within or after 5 working days)
Point to remember-This should be escalated only if SR is not reverted yet.
Ticket: Inquiry>Reverse pick related query FCID Level>Pick vehicle related concern Follow Up YES
Escalation TAT-72 Hours
59- Scenario -Pick up boy has denied doorstep pick up
Point to remember-This should be escalated only if SR is not reverted yet.
Ticket: Inquiry>Reverse pick related query FCID Level>SR-Related -DoorStep Pick Denied Follow Up YES
Escalation TAT-72 Hours
60- Scenario -Pick up boy misbehaviour issue
Point to remember-This should be escalated only if SR is not reverted yet.
Ticket: Inquiry>Reverse pick related query FCID Level>SR-Related Misbehaviour ,rude Follow Up YES
Escalation TAT-72 Hours
61-Scenario -Escalating issue to get the pick up status confirmation from pick up team
Applicable cases- Reverse Pick done but refund pending for Return requests or cases where replacement order is not confirmed even after pick up is done
Point to remember-This should be escalated only if SR is not reverted yet.
Ticket: Inquiry>Reverse pick related query FCID Level>Reverse pick Done but refund Pending Follow Up YES
Escalation TAT-72 Hours
62- Scenario -IPHO - Incorrect product handover Scenario
Ticket: Inquiry>Reverse pick related query FCID Level>Incorrect Product Handover Follow Up YES
Escalation TAT-4-5 Working Days
63- Scenario -Manual Pick up request
Ticket: Inquiry>Reverse pick related query FCID Level>Manual Pick up Request Follow Up YES
Escalation TAT-4-5 Working Days
64- Scenario -Manual Pick up request
Applicable for
A- When customer is not ready to self return for self return scenario
B- When customer wants us to arrange pick up aftre COC - Courier operational constraints update
C- When Pick is not actually done but CRM shows status as PICK DONE ( After receiving images from customer)
Ticket: Inquiry>Reverse pick related query FCID Level>Manual Pick up Request Follow Up YES
Escalation TAT-4-5 Working Days
65- Scenario -Arranging pick up of an extra product that was delivered to customer
Ticket: Inquiry>Order Related query>No details found or shared Follow Up NO
Escalation TAT-4-5 Working Days
66- Scenario -Getting the status for an order updated as delivered as CRM shows the status as SHIPPED but product is delivered
Escalation after receiving images from customer if the tracking does not show Delivered.
If tracking shows delivered, then escalate without images
Ticket: Inquiry>Order Related query>Order already delivered Follow Up NO
Escalation TAT-24-48 Working hours
67- Scenario -Raising store related complaint
Ticket: Escalation after getting details of customer, invoice and store in case the complaint is related to purchase made at a store
Inquiry>Store and Preschool Related>Store related complaint Follow Up ( Keep Status as - Close For Unknown user tickets) ACT YES
Share ticket ID with customer after raising the complaint
Escalation TAT-24-48 Working hours on First contact
68- Scenario -Technical Difficulty in placing order- issues with the functioning of Firstcry apps or website
Excluding - Cart and shortlist / wish list related issues
Ticket: Escalation after getting details app version/ OS and device details, images/videos if needed
Inquiry>Technical difficulty in placing order>Other issues in placing an order Follow Up YES
Escalation TAT-24-48 Working hours
69- Scenario -Technical Difficulty in placing order- issues with wishlist / shortlist of customer as customer claims that the shortlist is not visible or has been changed automatically
Ticket: Escalation after getting details app version/ OS and device details, images/videos if needed
Inquiry>Technical difficulty in placing order>wishlist related query App Follow Up YES
Escalation TAT-24-48 Working hours
70- Scenario -Technical Difficulty in placing order- issues with the functioning of cart on website or app
A- Cart not visible / Unable to add / remove products from the cart B- Incorrect GST being added C- Other issus related to cart
Ticket: Escalation after getting details-images/videos if needed
Inquiry>Technical difficulty in placing order>Cart related Issues Follow Up YES
Escalation TAT-24-48 Working hours
71- Scenario -Technician Service Complaint or Assembly service complaint
A- Assy service not completed in TAT
B- Any other technician related complaint
Ticket:
Inquiry>Technician Service Related>Complaint Follow Up YES
Escalation TAT-24 Working hours
72- Scenario -Escalating issue for warehouse confirmation/ Self return confirmation
A-In case of self return scenario
B- Orders or refunds cancelled by Fraud detection team
Ticket:
Inquiry>OSR Returns query>Self Return Confirmation(Received at origin) Follow Up NO
Escalation TAT-3-5 Days
73- Scenario Escalations related Firstcry Playbees app issues
(Not applicable for Club members)

Ticket:
Inquiry>App>App Follow Up NO
Escalation TAT 24-48 Working hours
74- Scenario Deactivation of club membership
Ticket:
Inquiry>Club membership>Cancellation return query Club Follow Up NO
Escalation TAT 5 Days
75- Scenario -Escalation as benefits of club referrral are not received even though referred friend has purchased club plan
Point to remember- Ensure that the referred friend has purchased club plan using the referral code shared the club member who has sent the referral. If the code is not applied, then benefits of club referral will not be given.
Ticket: Only after checking all details . The details of club referral are available on CRM under customer summary>Codes> Club Referral section
Inquiry>Club membership>Club referral Query Follow Up YES
Escalation TAT 24-48 Working hours
76- Scenario -Escalation as the coupon codes given for special brand offers and premium subscriptions to the club members are not working
Ticket:
Inquiry>Club membership>Special club offer Code not working Follow Up YES
Escalation TAT 24-48 Working hours
77- Scenario -Escalation for unblocking a customer so that COD option is enabled again
Ticket: Only with proper approval

Inquiry>COD option unavailable Fraud user>COD option unavailable Fraud user Follow Up NO
Escalation TAT 24-48 Working hours
78 Scenario-customer claims that OTP for delivery is not received (Ecom Express Shipments OTP NOT Available in MY account)
Action-escalate the issue from CRM.
Ticket - Logistics>Complaint> delivery OTP issue Follow Up ACT YES

Escalation TAT 72 Hours

In case customer's shipping mobile number is incorrect, mention the number under Additional Instruction.
Inform
The issue has been escalated and team will share the OTP in 72 hours.

The same OTP can be used for delivery of the shipment, whenever the shipment is out for delivery again.

79 Scenario-Order Cancelled due to Payment Gateway issue and payment is not auto refunded in 24 hours.
Point to remember- Except BNPL payment mode
Ticket- Inquiry>Technical difficulty in placing order>Other issue in placing order Follow Up ACT YES
Escalation TAT 24-48 Working hours
Post the escalation, If the Tech. team suggests adding refund to wallet manually, use Ad hoc request ADD wallet AUTOMATION- Reason- Order Cancelled to process refund. Refund can also be processed to same source directly for single prepaid source orders.

80.Scenario- Monthly Store code related issues CLUM MEMBERSHIP (CODE NOT GENERATED OR NOT WORKING )
Action-escalate the issue from CRM.

Ticket - Coupons/club cash>Code not generated> Club store related couopn not generated Follow up ACT YES


Escalation TAT 24-48 Working hours
81 Scenario- Issues related to third party offers, Cashback issue/ Contest reward issue
FOR REPEAT CONTACTS
This issue can also be escalated if customer has not got any resolution from service provider and calling again for the issue.
Ticket - Coupons/Club Cash> Code not received > Cashback Third Party OfferFollow Up ACT YES

Escalation TAT 24-48 Working hours
82 Scenario- Issues related to Unable to scratch, any other technical issue with scratch coupons or scratch cards
Action-escalate the issue from CRM.

Ticket -Coupon code /club cash>additional code
info(GC/Coupon)>Scratched coupon code related query, Follow-up ACT Yes TAT

Escalation TAT 24-48 Working hours
83 Scenario- reverse pickup OTP not received (for Ecom Express)
Action-escalate the issue from CRM.

Ticket -Inquiry>Reverse pick related query(FCID Level) >Pick Up OTP issue Followup ACT YES

Escalation TAT-72 Hours
MUST KNOW -For Ecom express shipments OTP is sent only on mob no through SMS and it is not viisble on CRM.

Point to remember : For Ecom Shipments - In case the mob. no is incorrect/inactive and hence OTP is not received SR should be reverted and new SR to be marked with updated RVP Address/mobno.






84.Scenario -Shipment already RTOed as per tracking but SR not marked - For 3PL- CVS shipments only. (SYSTEM DOES NOT ALLOW TO CREATE THE RTOed request )
Action-escalate the issue from CRM.

Ticket -Inquiry>Order related query>Shipment already RTOed Follow up ACT NO

Escalation TAT-72 Hours
Inform customer that shipment will not be delivered now and refund will be done in 72 hours to FC wallet.