Wrong Product Delivered
| 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) | ||||||
| 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, | ||||||
| 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. | |||||