SOP: Return / Replacement

Opening	Welcome to Urban Company! I'm [Associate Name] How may I assist you today?
Customer Problem Statement	CX raised issue for Return / Replacement
1. Understand the reason of Return / Replacement ( add in notes)
2. Try to convince the customer and let the partner visit and check the machine, if Px has not visited yet. Educate Cx about all the features & warranty we offer. (No need to educate in Dimension Issue) In case of Return, we'll pitch replacement to convince if Cx agrees and follow replacement SOP (Based on issues) In case of Replacement, Tell customer that we will replace the machine, while also telling them that by the way we can fix it quickly if customer is okay with repair fix If customer still wants replacement, then go ahead with that, else follow Revisit SOP if customer wants repair
Scenario 1	Cx don't want to return / replace the machine ( Convinced)	Cx want return ( Not convinced )		Cx want replacement (Not convinced)
Scenario 2		Machine not installed	During Installation ( Px at Cx place)	During Installation (Px at Cx place)	Machine Installed ( Px not at Cx place)
Resolution	• If there is any issue, get it fixed by Issue with product/Revisit SOP. • If there isn't any issue, Resolve the ticket after CX consent. • In all cases add the details in ticket notes	1. If ordered through UC App - Agent will trigger return through product page. Click on return /replacement tab and proceed. - Prepaid Payment - Refund will be automatically initiated after machine is picked up. NOTE- For UC prepaid orders: Post 180 days ( 6 Months ) if the machine is getting returned then refund will be done manually. - COD Payment - Customer has to share their bank account details and then manual refund will be initiated.	1. If ordered through UC App - • Ask Px to uninstall the machine and pack it properly • Note the reason in ticket notes, Agent will trigger return through product page. Click on return /replacement tab and proceed. - Prepaid Payment - Refund will be automatically initiated after machine is picked up. NOTE- For UC prepaid orders: Post 180 days ( 6 Months ) if the machine is getting returned then refund will be done manually. - COD Payment - Customer has to share their bank account details and then manual refund will be initiated. 2. If ordered through 3rd Party - If the customer purchased the machine from an e-commerce platform like Flipkart, Amazon, or Croma and is facing a fitment issue. Then we will raise a workflow on slack and park the ticket for 2 hours. If customer is convinced for the installation at another location trainer will mention the notes on ticket and work accordingly. If customer is not convinced for the installation at another location trainer will mention the notes on ticket and the agent will provide the job sheet to the customer and direct then back to seller for return. First, collect the customer's email address, raise the issue on Slack, and tag Towheed and Dhruv for the job sheet. Then, park the ticket for 2 hours and close it after providing the job sheet. Note: If customer reopens the ticket and informs that the 3rd party(Flipkart, Amazon, or Croma) is not accepting the return. Then we will ask a confirmation email from the customer regarding the same from the 3rd party and ask the customer when we should contact the customer again so that customer can provide the confirmation email and then park the ticket accordingly. If the machine is defective and the customer wants a replacement, we will proceed with the replacement workflow, tagging Charan Sir for approval. Park the ticket for 2 hours to await confirmation. Note that we will never pitch a return under any circumstances.	Scenario :- Partner is at Cx place at the time of Installation and found there is damage / issue with machine 1. If ordered through UC App - • Ask Px to uninstall the machine and pack it back properly (if he has installed the machine) • Confirm the reason from partner and note in ticket notes, Agent will trigger replacement through product page. Click on return /replacement tab and proceed.	• Align same pro for revisit to uninstall the machine and inform we'll pay (if job ended) • If same Px not aligned then arrange SME visit (if any bug / error in SME booking arrange new booking [use business account]) • Ask assigned Px to uninstall the machine • Set a reminder for the time promised by assigned PX or new booking booking date • Take follow up at the uninstallation • After uninstallation, pro will get 400 for uninstallation( by backend team)
					1. If ordered through UC App - • Ask Px to uninstall the machine and pack it back properly (if he has installed the machine) • Confirm the reason from partner and note in ticket notes, Agent will trigger replacement through product page. Click on return /replacement tab and proceed.

3rd Party Return	If a customer contacts us for the Fitment issue and the customer has purchased the machine from the 3rd party(Amazon.Flipkart,Chroma). Then we will be following the below mentioned steps and the same have been updated in the SOP as well. If ordered through 3rd Party - If the customer purchased the machine from an e-commerce platform like Flipkart, Amazon, or Croma and is facing a fitment issue. Then the agent will raise a workflow on slack and park the ticket for 2 hours. Customer convinced by the trainer: If the customer is convinced for the installation at another location, then the trainer will mention the notes on the ticket and work accordingly. Customer not convinced by the trainer: If the customer is not convinced for the installation at another location, then the trainer will only send the job sheet to the customer and once the ticket is assigned to the agent. Agent will directly ask the customer if the customer has received the job sheet and route the customer to return the machine to the 3rd party and the agent will close the ticket. Note: If a customer reopens the ticket and informs that the 3rd party(Flipkart, Amazon, or Croma) is not accepting the return. Then we will ask a confirmation email from the customer regarding the same from the 3rd party and ask the customer when we should contact the customer again so that customer can provide the confirmation email and then park the ticket accordingly.


Machine Installed ( Px not at Cx place)
1. If ordered through UC App - • Ask Px to uninstall the machine and pack it properly • Note the reason in ticket notes, Agent will trigger return through product page. Click on return /replacement tab and proceed. - Prepaid Payment - Refund will be automatically initiated after machine is picked up. NOTE- For UC prepaid orders: Post 180 days ( 6 Months ) if the machine is getting returned then refund will be done manually. - COD Payment - Customer has to share their bank account details and then manual refund will be initiated. 2. If ordered through 3rd Party - Raise workflow on native-return-replacement-ecomms We will ask customer to share the invoice and bank details . Refund will be initiated manually. We will not wait for pick up, once return is approved, initiate refund at the same time, make sure we are arranging pro for uninstallation. Once pro is arranged close the case . For UC Prepaid order - We will create revisit or sme revisit for uninstallation and refund will be initiated automatically after the pick up is done . Ticket will be closed For UC COD order - We will create revisit or sme revisit for uninstallation and at the same time initiate the refund manually ( We will not wait till pickup).Ticket will be closed after initiating the refund. For 3rd Party order ( COD / Prepaid )- UC Serviciable Area -We will create revisit or sme revisit for uninstallation and at the same time initiate the refund manually ( We will not wait till pickup).Ticket will be closed after initiating the refund. For 3rd Party order ( COD / Prepaid )- Sharp Case - We will ask customer to get the machine uninstalled from their end and we will initiate 500 rs for uninstallation . If customer is not aligned Agent will have to create a revisit/SME visit from dashboard for uninstallationand create a follow up for the next 4 hours(No JD form has to be filled in these cases). After 4 hours agent will check the update in JD V2 sheet under Master D0 section. JD assigned - We will initiate the refund and ticket will be closed . JD not assigned - If JD is not aligned then the agent will raise the issue on slack and tag Sundram and create a follow up for the next 4 hours. JD not available - We have to convince customer to get the uninstallation done from their side and refund 500rs extra apart from machine's amount.

Machine Pickup and Refund SOP

If a return is approved by trainer Charan/Sonu. We will make sure the machine is uninstalled. Then we will informed the customer that the machine will be picked up in the next 3-5 days and we will create a follow up for the next 48 hours. On the next follow up if the machine is not picked up then we will raise the issue on slack and tag Sharvan Negi and Rohit Singh Bhist for the pickup and created a follow up for the next 24 hours for the next 3 days respectively. If the machine is still not picked up for 5 days in a row and the machine is already uninstalled and packed. Then we will initiate refund to the customer and do top up on slack and informed the customer that the machine will be picked up in the next 2-3 days and close the ticket.
Note: For the places where we are not able to provide service for the uninstallation service, we will ask the customer to get the machine uninstalled from their end and we will provide the refund for the uninstallation to the customer as well in the refund amount and the ticket will be on follow up.

Refund SOP in case of EMI

Please ask customer to connect with bank to discontinue EMI deductions.
For all no cost EMI transactions, banks give upfront refund equaling to total chargeable interest. If customer doesn't want to cancel this EMI transaction with bank or bank deny, please refund differential amount.