Machine Damage
| 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) | Machine Installed ( Px not 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. - 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. | 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. - 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. | • 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) | 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. 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. | • 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 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. - 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. | 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. 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. | |||||