1.) Payment Related Issue : EMI
General Information | • If Cx wants to place the request on EMI, then he needs to choose the option on payment page only. • Payment method cannot be changed if booking is successfully placed. • Installment tenure also cannot be changed from our side, only bank can do the same hence asked Cx to reach out to bank. • If Cx chooses the EMI option, then first complete amount will be deducted / blocked and then it is converted into EMIs whatever plan is opted. * We have an EMI option available on all of our models and in most of the banks. We also have Debit card EMI options but they are subject to validity of the offer. * We also have a No cost EMI option with most of the banks with varying monthly Installments | ||||||||
| No Cost EMI option is available for : | |||||||||
| Debit Card | Check in app | 1. No Cost EMI 2. Standard Emi | |||||||
| Credit Cards | Check it on app | 1. No Cost EMI 2. Standard Emi | |||||||
| Case Handling | - In case of discrepancy in payment and offers, apart from mentioned above. Ask Screenshot of issue from customer. - Give customer ETA of 24 hrs --> park the ticket for 24 hrs and raise a bug to product team on slack #prodbiz-tech-escalations and tag both Product POCs (EMI) and business POC in CC. - Share the resolution response with customer. - If response is not available or customer not aligned: Offer 100 UC credits as token of apology and remind Product POC (EMI), taking Business POC in CC | ||||||||
| Tagging | |||||||||
| Reason of Complaint (Main Tag) | Payment related | ||||||||
| Reason of Complaint (Sub - Tag) | EMI queries | ||||||||
| Resolution offered | Information shared | ||||||||
| Comments | Short RCA | ||||||||