CST Fashion

Help & Support

Clothing

Got a better deal

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Image of product,screen shot of the better deal + query should be initiated before the delivery Fulfillment Fashion Category and Fulfillment 2-3 days 24 hours Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Promocode not working

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Fulfillment Fashion Category 2-3 days 24 hours Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Image of product Fulfillment Fashion Category and Fulfillment 2-3 days 24 hours Empathise and assure the issue will be addressed If customer is accepting the product,no action will be taken,. In case customer does not accept the product return initate.  If return initated, payment is on hold and levy of penalty

Partial Product Delivered

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Image of product Fulfillment Fashion Category and Fulfillment 3-5  days 24 hours Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 100. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Wrong Product(Size, Color, Product,specification)

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Image of product Fulfillment Fashion Category and Fulfillment 3-5  days 24 hours Empathise and assure the issue will be addressed If customer is willing to accept wrong product then we could provide them a same. Else, initiate  return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund. If customer accepts the wrong product,the finance team debits the merchant with amount. If return initatited, hold payment and levy penalty to the merchant. Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal care and cosmetics seal should not be broken.

Did not Receive product even status showed delivered

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Merchant (in case of Non LMD 2-3 days Empathise and assure the issue will be addressed

Did not Receive product even status showed delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong Product(Size, Color, Product,specification)?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Wrong Product(Size, Color, Product,specification) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details and validating the same.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product then we could provide them a same. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund. If customer accepts the wrong product,the finance team debits the merchant with amount. If return initatited, hold payment and levy penalty to the merchant. Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal care and cosmetics seal should not be broken.

Partial Product Delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details and validating the same.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 100. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Did not like the product (expectation mismatch issue ) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details and validating the same.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product,no action will be taken,. In case customer does not accept the product offer 5% cahback with max of rs 50

Wrong MRP?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure
Clothing Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Got a better deal Order ID, Invoice, Image of product,screen shot of the better deal + query should be initiated before the delivery Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product initiate return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Did not received product but showing delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong Product?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Wrong product Order ID, Invoice, Image of product, Box Image(If applicable) Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 10% as cashback maximum cash back Rs. 300. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial product delivered?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 100. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Damaged Product?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Damaged Product Order ID, Invoice, Image of product, Packaging Image Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Return and Refund Fullfillment team to verify whether it is preshipped damage or in transit damage

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not like the product(Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate. No return of product above Rs 5000

Wrong MRP?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Product in not working condition?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Product in not working condition Order ID, Invoice, Image of product Fashion Category Instant Instant Empathise and assure the issue will be addressed Flat 50 Rs. Cash back to the customer. If >200 and customer not ahppy with cashback then initiate return Finance team will debit seller with the cash back passed to the customer.

Promocode not working?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Fake Product?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Fake Product Order ID, Invoice, Image of product fashion category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed After verification,Initiate and Refund to customer once product physically picked Finance team will debit for the purchase amount.

Got a better deal?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Got a better deal Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Stamp on warranty card?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Stamp on warranty card Order ID, Invoice, Image of product Fashion Category Fashion Category needs to be give the Revised Invoice. 24-48 hrs Empathise and assure the issue will be addressed,invoice to act as the warranty card

Did not receive product even status showed delivered?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong Product(Size, Color, Product,specification)?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Wrong Product(Size, Color, Product,specification) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 10% as cashback maximum cash back Rs. 100. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product return initate.

Wrong MRP?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Got a better deal Order ID, Invoice, Image of product+screen shot of better deal+return needs to initiated before delivery Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Did not receive product even status showed delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Fashion Category + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong Product- Wrong Capacity/specification?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Wrong Product- Wrong Capacity/specification Order ID, Invoice, Image of product, Box Image(If applicable) Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 5% as cashback maximum cash back Rs. 300. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Defective Product Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Damaged Product and Expired?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Damaged Product and Expired Order ID, Invoice, Image of product, Packaging Image Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Return and Refund, No return in case of glass bottles only refund Fullfillment team to verify whether it is preshipped damage or in transit damage

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not like the product( Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate.

Wrong MRP?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal?

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Got a better deal Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Did not receive product even status showed delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong Product(Size, Color, Product,specification)?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Wrong Product(Size, Color, Product,specification) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 5% as cashback maximum cash back Rs. 300. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Wrong MRP?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Innerwear and Thermals Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Did not receive product even status showed delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Fashion Category + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong Product-color/product/specification?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Wrong Product-color/product/specification Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 10% as cashback maximum cash back Rs. 300. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Did not like the product( Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate.

Wrong MRP?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Bags & Luggage Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Did not receive product even status showed delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Fashion Category + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong Product(Size, Color, Product,specification)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks Revised Closure TAT’s
Order ID, Invoice, Image of product Fulfillment Fashion Category and Fulfillment 3-5  days 24 hours Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 5% as cashback maximum cash back Rs. 200. Else, initiate  return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant  then CST will tae call ,after getting all the required details.

Partial Product Delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks Revised Closure TAT’s
Order ID, Invoice, Image of product Fulfillment Fashion Category and Fulfillment 3-5  days 24 hours Empathise and assure the issue will be addressed If customer is willing to accept partial product, 5% if 1 product isturn and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant  then CST will tae call ,after getting all the required details.

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Damaged Product?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Damaged Product Order ID, Invoice, Image of product, Packaging Image Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Return and Refund Fullfillment team to verify whether it is preshipped damage or in transit damage

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Did not like the product( Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 100. If customer does not accept the product, initate refund and return

Wrong MRP?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal?

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Got a better deal Order ID, Invoice, Image of product+screen shot of better deal+return needs to initiated before delivery Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Did not Receive product even status showed delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

 

Wrong Product(Size, Color, Product,specification)

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Wrong Product(Size, Color, Product,specification) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details and validating the same.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product then we could provide them a same. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund. If customer accepts the wrong product,the finance team debits the merchant with amount. If return initatited, hold payment and levy penalty to the merchant. Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal care and cosmetics seal should not be broken.

Partial Product Delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details and validating the same.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 100. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

 

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Did not like the product (expectation mismatch issue ) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details and validating the same.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product,no action will be taken,. In case customer does not accept the product offer 5% cahback with max of rs 50

Wrong MRP

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Clothing Got a better deal Order ID, Invoice, Image of product,screen shot of the better deal + query should be initiated before the delivery Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product initiate return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

 

Did not Receive product even status showed delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

Wrong product

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Wrong product Order ID, Invoice, Image of product, Box Image(If applicable) Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 10% as cashback maximum cash back Rs. 300. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 100. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

 

Damaged Product

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Image of product, Packaging Image Fashion Category Fashion Category and Fulfillment 3-5 days 24 hours Empathise and assure the issue will be addressed Return and Refund Fullfillment team to verify whether it is preshipped damage or in transit damage and debit accordngly

 

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Did not like the product(Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate. No return of product above Rs 5000

 

Wrong MRP

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

 

Product in not working condition

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Product in not working condition Order ID, Invoice, Image of product Fashion Category Instant Instant Empathise and assure the issue will be addressed Flat 50 Rs. Cash back to the customer. If >200 and customer not ahppy with cashback then initiate return Finance team will debit seller with the cash back passed to the customer.

 

Promocode not working

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

 

Fake Product

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Fake Product Order ID, Invoice, Image of product fashion category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed After verification,Initiate and Refund to customer once product physically picked Finance team will debit for the purchase amount.

 

Got a better deal

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Got a better deal Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

 

Stamp on warranty card

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Watches Stamp on warranty card Order ID, Invoice, Image of product Fashion Category Fashion Category needs to be give the Revised Invoice. 24-48 hrs Empathise and assure the issue will be addressed,invoice to act as the warranty card

 

Did not Receive product even status showed delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

 

Wrong Product(Size, Color, Product,specification)

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Wrong Product(Size, Color, Product,specification) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Sum cash back Rs. 100. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate re>If customer is willing to accept wrong product we could give additional 10% as cashback maximum cash back Rs. 100. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Did not like the product( Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product return initate.

Wrong MRP

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

 

Promocode not working

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Footwear Got a better deal Order ID, Invoice, Image of product+screen shot of better deal+return needs to initiated before delivery Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Did not Receive product even status showed delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Fashion Category + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

 

Wrong Product- Wrong Capacity/specification

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Wrong Product(Size, Color, Product,specification) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 5% as cashback maximum cash back Rs. 200. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 5% if 1 product isturn and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Damaged Product and Expired

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Damaged Product Order ID, Invoice, Image of product, Packaging Image Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Return and Refund Fullfillment team to verify whether it is preshipped damage or in transit damage

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Did not like the product( Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 100. If customer does not accept the product, initate refund and return

Wrong MRP

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

 

Promocode not working

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Fashion Category Fashion Category 2-3 days 24 hours Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Accessories Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal

Sub-Category Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
BPC Got a better deal Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate. Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Did not Receive product even status showed delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

 

Wrong Product(Size, Color, Product,specification)

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Image of product Fashion Category Fashion Category and Fulfillment 3-5 days 24 hours Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 10% as cashback maximum cash back Rs. 300. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

 

Partial Product Delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Wrong MRP

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

 

Promocode not working

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

 

Did not Receive product even status showed delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Fashion Category + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

 

Wrong Product-color/product/specification

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Wrong Product-color/product/specification Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept wrong product we could give additional 10% as cashback maximum cash back Rs. 300. Else, initiate return and refund entire amount once product has been picked up. If color ask for correct product then initate return and refund If customer accepts the wrong product,the finance team debits the merchant with the amount of cash back passed to the customer. If return initatited, hold payment and levy penalty to the merchant Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Partial Product Delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged

Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

 

Did not like the product( Bad quality, Not as seen on website, Expectation mismatch issue)

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not like the product( Expectation mismatch issue) Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 100. In case customer does not accept the product return initate.

Wrong MRP

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

Promocode not working

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Got a better deal Order ID, Invoice, Image of product,screen shot of the better deal + query should be initiated before the delivery Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is accepting the product, 5% cash back max cap: Rs. 50. In case customer does not accept the product initiate return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty

Did not Receive product even status showed delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Fashion Category + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

 

Wrong Product(Size, Color, Product,specification)

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Did not Recieve product even status showed delivered Order ID and Screenshot of product details Proof of dispatch and Proof of delivery Logistics Team + Fashion Category (in case of LMD) and Logistics team + Fashion Category + Merchant (in case of Non LMD For LMD cases that can be revised to 48hrs max. 48 hrs Empathise and assure the issue will be addressed

 

Partial Product Delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Partial Product Delivered Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer is willing to accept partial product, 10% if 1 product is missing, 20% if 2 products are missing and 30% if 3 or more products are missing. Max Cap: Rs. 300. If customer not accepts partial product then initate return and refund Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Refund only when the product is physically returned

 

Defective Product-Stains, Stitches , Holes, Zips and Trims Damaged

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Defective Product-Stains, Stitches ,Minor defect(Scratches) Holes, Zips and Trims Damaged Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

Damaged Product

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Damaged Product received Order ID, Invoice, Image of product Fashion Category and Fulfillment After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed If customer accepts the product, 5% cash back maximum cap: Rs. 300. If customer does not accept the product, initate refund and return Finance team will debit seller with the cash back passed to the customer. If return initated, payment is on hold and levy of penalty Product should be unwashed, unused and all labels and invoice should be intact. Incase of watches original packaging should be available. In case pf beauty personal catre and cosmetics seal should not be broken

 

Wrong MRP

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Wrong MRP Order ID, Invoice, Image of product and MRP tag Fashion Category After getting all relevant details.We should call back the customer to negotiate if he is ready to keep the product then give compensation accordingly else initiate Return Procedure If customer history is fineInstant then CST will tae call ,after getting all the required details. Empathise and assure the issue will be addressed Difference in MRP to be paid in the form of cassh back Finance team will debit seller with the cash back passed to the customer.

 

Promocode not working

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Promocode not working Fashion Category Instant Instant Empathise and assure the issue will be addressed Promo Code Activated Tech Issue to be fixed on priority

Empty Box delivered

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

Got a better deal

Type of Issue Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Escalation Point(s) Revised Closure TAT’s First response to Customer Customer Closure Internal Closure Remarks
Empty Box delivered Order ID, Invoice, Image of product Weight of package Fashion Category and Fulfillment If customer coming for the first time we should refund after getting the pictures and required details. In case of repeat customer with no empty history we should refund him.If all the mandatory deails have been shared, CST should accept his/her request for return and take decision. Only fyi to electronics. Give TAT for 72 hours to customer for investigation. Macro 72 hrs Empathise and assure the issue will be addressed After verification,Refund to customer Fulfillment teams checks if the weight of the package is as per standards, then courier partner is debited. In case the weight is not as per standards, seller is debited

 

Wrong product (Another product received)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID Proof of dispatch and Proof of delivery Logistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD 24 – 48 Hrs 12 Hrs Empathise and assure the issue will be addressed Refund if POD is not produced. If POD is produced and still customer claims not recd & case is becoming unmanageble. Upto Rs.500 process refund. Above Rs.500 consult category. Internal hit if POD is produced and we still refund. If POD not produced debit courier (for LMD) and debit merchant (for Non LMD)

 

Partial Product Delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Invoice, Image of product Proof of dispatch and Proof of delivery Logistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD 24 – 48 Hrs 12 Hrs Convince customer to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. Do not ask for reverse pickup. Max 25% or Rs.250 whichever is lower. Avoid reverse pick cases. debit merchant or courier as case may be

 

Partial Product Delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Invoice, Image of product Proof of dispatch and Proof of delivery Logistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD 24 – 48 Hrs 12 Hrs Convince customer to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. Do not ask for reverse pickup. Max 25% or Rs.250 whichever is lower. Avoid reverse pick cases. debit merchant or courier as case may be

 

Damaged Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Invoice, Image of product Proof of dispatch and Proof of delivery Logistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD 24 – 48 Hrs 12 Hrs Empathise and assure the issue will be addressed. Check with customer in case package was received in good or tampered condition. Either partial refund or shipment of missing products to customer. In case the product recieved in tampered condition, alert FF team as it might be a case of courier mis-handling for courier debit. If the product is <500, initiate refund post approval from CS Head. If >500, alert FF team to check with merchant and if merchant’s error, alert finance for merchant debit. CB – 25% max 500

Empty Box delivered?

Order ID, Invoice, Image of product Logistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD 24 – 48 Hrs 12 Hrs Check with customer whether package was recd in damaged or proper condition. Refund if <500. Initiate return and refund entire amount once reverse pick has been confirmed for items >500. No replacement offered. For items <500 – refund without reverse pick. Debit merchant or courier depedning on whose fault it is

 

Fake Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Invoice, Image of product (clear image of MRP violation will be needed) Home Category 24 – 48 Hrs 12 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP. (This should be negotiated with the customer) Instruct finance team to debit the settlement amount from merchant against the order ID.

 

Certification Missing/Wrong Certification?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure
Order ID Home Category 24 – 48 Hrs 12 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Invoice missing/ Wrong invoice?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping) Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID Home Category 24 – 48 Hrs 12 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Dead on Arrival?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.() TAT for Closure Decision( Hrs) Customer Closure
Ask customer to share the following;

  1. Order ID.
  2. Product Images.
  3. Invoice.
  4. Image of DOA Certificate.
  5. Box Image (IMEI number visible / Serial No. for Laptop).
  6. After all above is done, take action accordingly(if required)
Electronics Category Electronics Category(TAT 12 hours for response from the concerned team). Instant Initiate product return along with original DOA certificate. Ensure delivery within 7 Days of issue of DOA. Refund the entire amount once product has been picked up.

Got a better deal?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk Instant 12 Hrs Ask Customer, to share the upfront details, and let him/ her know that we don’t accpet return or refund in this case Product returns to be processed only in case of damage / defective product / if the return policy allows for this.
If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 2% as cash back and close else no return and close
Revisit the return policy for product category Return policy of no question ask need to be changed and only for damaged/defective/wrong product

Wrong Product Delivered (Different Color)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. If customer is willing to accept wrong color product, then issue a new invoice from the merchant. If customer insists on getting the right color, suggest to him that if he keeps the diffrent color, we could give additional 5% as cashback. Else, initiate return and refund entire amount once product has been picked up. If customer keeps original color shipped, ask category team for revised invoice (in case wrong invoice was printed), and ask FInance to adjust 5% in merchant’s next payout. If customer agrees for keeping the wrong color with additional cashback (maximum 5%), ask category team to share new invoice and instruct Finance team to adjust 5% in merchant’s next payout. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Wrong Product Delivered (Different Product)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund entire amount once product has been picked up. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Empty Box Delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs There is a specific template made by Vineet Kaul for this, wherein we mention to the customer that we are processing an FIR for this and doing our internal investigation. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. Check the weight of the shipment recorded by the courier partner. If weight found ok, then debit the courier partner else debit the merchant. while refunding check customer history and if not good, block the customer

Damaged Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant (With the same amount as refunded to customer, or extra cashback given to customer)

Seal Open Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Weight required in case of nurition products Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 7 Days of issue of DOA. Refund the entire amount once product has been picked up. If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Wrong MRP Issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP. (This should be negotiated with the customer). If the customer does not agree to above stated refund, return the product within 7 days with DOA certificate and full refund. Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty merchant should be able to upload soft copy of invoice on panel

Warranty Issues?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Send soft copy of the invoice to the customer. Instruct merchant to courier the original stamped hard copy of the invoice to the customer. Request customer to make use of stamped invoice to claim warranty of the product at authorized service centers. For the hassle, we can refund a small amount (2% of product value, upto a max of Rs. 100) as a goodwill gesture.

Accessories Missing?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the amount for the accessories to the customer. (Minimum amount to be refunded) If courier packaged found tampered, then debit the courier partner else debit the merchant.

Wrong Specifications (to what is mentioned on website)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund some small amount (5% upto a mx of Rs. 500) as a token of apology and get the error rectified immediately with the category and catalogue teams. If customer becomes adamant, return and refund.

Promo code not applied on Order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Promo code applied on Failed order not on Successful order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Fake Product or Quality Issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Weight required in case of nurition products Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If courier packaged found tampered, then debit the courier partner else debit the merchant.

Product Expiry Issues?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 15 Days of issue of DOA. Refund the entire amount once product has been picked up. Instruct finance team to debit the settlement amount from merchant against the order ID. + 10% from merchant as penalty,

Number of units received is lesser than ordered(From Single Merchant)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Any other issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Check with Category Team

Got a better deal?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk Instant 12 Hrs Ask Customer, to share the upfront details, and let him/ her know that we don’t accpet return or refund in this case Product returns to be processed only in case of damage / defective product / if the return policy allows for this.
If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 2% as cash back and close else no return and close
Revisit the return policy for product category Return policy of no question ask need to be changed and only for damaged/defective/wrong product

Wrong Product Delivered (Different Color)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. If customer is willing to accept wrong color product, then issue a new invoice from the merchant. If customer insists on getting the right color, suggest to him that if he keeps the diffrent color, we could give additional 5% as cashback. Else, initiate return and refund entire amount once product has been picked up. If customer keeps original color shipped, ask category team for revised invoice (in case wrong invoice was printed), and ask FInance to adjust 5% in merchant’s next payout. If customer agrees for keeping the wrong color with additional cashback (maximum 5%), ask category team to share new invoice and instruct Finance team to adjust 5% in merchant’s next payout. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Wrong Product Delivered (Different Product)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund entire amount once product has been picked up. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Empty Box Delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs There is a specific template made by Vineet Kaul for this, wherein we mention to the customer that we are processing an FIR for this and doing our internal investigation. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. Check the weight of the shipment recorded by the courier partner. If weight found ok, then debit the courier partner else debit the merchant. while refunding check customer history and if not good, block the customer

Damaged Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant (With the same amount as refunded to customer, or extra cashback given to customer)

Seal Open Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Weight required in case of nurition products Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 7 Days of issue of DOA. Refund the entire amount once product has been picked up. If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Wrong MRP Issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP. (This should be negotiated with the customer). If the customer does not agree to above stated refund, return the product within 7 days with DOA certificate and full refund. Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty merchant should be able to upload soft copy of invoice on panel

Warranty Issues?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Send soft copy of the invoice to the customer. Instruct merchant to courier the original stamped hard copy of the invoice to the customer. Request customer to make use of stamped invoice to claim warranty of the product at authorized service centers. For the hassle, we can refund a small amount (2% of product value, upto a max of Rs. 100) as a goodwill gesture.

Accessories Missing?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the amount for the accessories to the customer. (Minimum amount to be refunded) If courier packaged found tampered, then debit the courier partner else debit the merchant.

Wrong Specifications (to what is mentioned on website)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund some small amount (5% upto a mx of Rs. 500) as a token of apology and get the error rectified immediately with the category and catalogue teams. If customer becomes adamant, return and refund.

Promo code not applied on Order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Promo code applied on Failed order not on Successful order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Fake Product or Quality Issu?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Weight required in case of nurition products Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If courier packaged found tampered, then debit the courier partner else debit the merchant.

Product Expiry Issues?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 15 Days of issue of DOA. Refund the entire amount once product has been picked up. Instruct finance team to debit the settlement amount from merchant against the order ID. + 10% from merchant as penalty,

Number of units received is lesser than ordered(From Single Merchant)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Any other issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Check with Category Team

Got a better deal?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID NA NA Instant NA Let him/ her know that we don’t accpet return or refund in this case Product returns to be processed only in case of damage / defective product / if the return policy allows for this.
If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 200 rs as cash back and close else no return and close
Revisit the return policy for product category Return policy of no question ask need to be changed and only for damaged/defective/wrong product
– Matrix for cah back proposal(5% or max 500) as recommended by amit
Max 20% CB

Wrong Product Delivered (Different Color)?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
ID, Product Images, Invoice, Box
Image
Toys, Babycare & Stationery Toys, Babycare & Stationery 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. If “assorted color” is mentioned
in the product name/description, then no return. Else –> negotiate with the customer & If customer is willing to accept wrong color product, then issue a new invoice from the merchant. If customer insists on getting the right color, suggest to him that if he keeps the diffrent color, we could give additional 5% as cashback. Else, initiate return and refund entire amount once product has been picked up.
If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value) Request to be processed only if raised within standard return time as applicable to the L3. Max 20% CB

Wrong Product Delivered (Different Product)?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Product Images,
Invoice, Box Image
Toys, Babycare & Stationery Toys, Babycare & Stationery 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer History, in case
found bad, block customer else Initiate return and refund the entire amount once product has been picked up
If return is initiated then
instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)
Request to be processed only if raised within standard return time as applicable to the L3. Max 20% CB

Empty Box Delivered?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Invoice (if received),
Box Images, Received Sealed Box or Not, Courier Package Sealed or Not
Weight of the parcel at the time of shipment Fulfillment Helpdesk, Fulfillment Toys, Babycare, Stationery Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours There is a specific template made by Vineet Kaul for this, wherein we mention to the customer that we are processing an FIR for this and doing our internal investigation. Verify Customer History, in case
found bad, block customer else Initiate return and refund the entire amount once product has been picked up
Check the weight of the
shipment recorded by the courier partner. If weight found ok, then debit the courier partner else debit the merchant.
Request to be processed only if raised within 2 days of delivery Max 20% CB

Seal Open Product?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Product Images,
Invoice, Box Image, Courier package received with any damages / tampered or not, Received Sealed Box or Not
Toys, Babycare & Stationery Toys, Babycare, Stationery Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Negotiate with the customer if the product is otheriwse ok and he can use it else initiate return and refund the entire amount once product has been picked up.Verify Customer History, in case found bad, block customer If return is initiated then
instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).
Request to be processed only if raised within 2 days of delivery Max 20% CB

Used Product?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Product Images,
Invoice, Box Image, Courier package received with any damages / tampered or not, Received Sealed Box or Not
Toys, Babycare & Stationery Toys, Babycare, Stationery Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer History, in case
found bad, block customer else Initiate return and refund the entire amount once product has been picked up
If return is initiated then
instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner)
Request to be processed only if raised within 2 days of delivery Max 20% CB

Damaged Product (Broken Product)?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Product Images,
Invoice, Box Image, Courier package received with any damages / tampered or not, Received Sealed Box or Not
Toys, Babycare & Stationery Toys, Babycare, Stationery Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Category takes the call on it If return is initiated and if
courier package found tampered then debit the courier partner else debit the merchant.
Request to be processed only if raised within 2 days of delivery Max 20% CB

Invoice not received?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID Toys, Babycare & Stationery Toys, Babycare, Stationery Category 72 hours 16 hours Don’t worry we will provide you with a soft copy of the same Arrange soft
copy from the merhant duly stamped.
NA merchant should be
able to upload soft copy of invoice on panel
Max 20% CB

Wrong MRP Issue?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Box Images
(MRP visible)
Toys, Babycare & Stationery Toys, Babycare, Stationery Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP & adjust cashback on revised MRP. (This should be negotiated with the customer) Instruct finance team to debit the settlement amount from merchant against the order ID. + 2% from merchant as penalty merchant should be
able to upload soft copy of revised invoice on panel
Max 20% CB

Partial Product delivered?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Invoice, Which
order component Missing, Box Images, Received Sealed Box or Not, Courier Package Sealed or Not
Weight of the parcel at the time of shipment Toys, Babycare & Stationery Toys, Babycare, Stationery Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Category takes a call If courier packaged found
tampered, then debit the courier partner else debit the merchant.
Request to be processed only if raised within 2 days of delivery Max 20% CB

Wrong Specifications (to what is mentioned on website)?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Which specification,
Box/Product Image (Highlighting the wrong specification)
Toys, Babycare & Stationery Toys, Babycare, Stationery Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund some small amount (5%
upto a max of Rs. 500) as a token of apology and get the error rectified immediately with the category and catalogue teams. If customer becomes adamant, return and refund.
Request to be processed only if raised within standard return time as applicable to the L3. Max 20% CB

Promo code not applied on Order?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID Toys, Babycare, Stationery Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the
customer tried to apply the promo code also or not. Once verified, refund the cashback amount
Max 20% CB

Promo code applied on Failed order not on Successful order?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID Toys, Babycare, Stationery Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the
customer tried to apply the promo code also or not. Once verified, refund the cashback amount
Max 20% CB

Fake Product?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Product & Box Image, Inquire
about the packaging,
Toys, Babycare & Stationery Toys, Babycare, Stationery Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If courier package found tampered, then debit the courier partner else debit the merchant. Seed and warehouse option will eliminate the requirement here Max 20% CB

Defective Product (Not damaged but not functioning properly)?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Order ID, Inquire
about the defect, Picture/video showing defect
Toys, Babycare & Stationery Toys, Babycare, Stationery Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If return is initiated then
instruct the finance team to levy 5% penalty
Max 20% CB

Any specific concerns apart from these?

Upfront Requirement
From Customer
Requirement from
Logistics team / Pickup Team
Mail Addressed to Escalation
Point(s)
TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks CB%
Reach out to Category Max 20% CB

Got a better deal?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice NA NA Instant 12 hours Ask Customer, to share the upfront details, and let him/ her know that we don’t accpet return or refund in this case Product returns to be processed only in case of damage / defective product / if the return policy allows for this.If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 100 rs as cash back and close else no return and close Revisit the return policy for product category Return policy of no question ask need to be changed and only for damaged/defective/wrong product- Matrix for cah back proposal(10% or max 100)

Wrong Product Delivered (Different Color)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Product Images, Invoice, Box Image Footwear Category Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. If customer is willing to accept wrong color product, then issue a new invoice from the merchant. If customer insists on getting the right color, suggest to him that if he keeps the diffrent color, we could give additional 10% as cashback. Else, initiate return and refund entire amount once product has been picked up. If customer keeps original color shipped, ask category team for revised invoice (in case wrong invoice was printed), and ask FInance to adjust 10% in merchant’s next payout. If customer agrees for keeping the wrong color with additional cashback (maximum 10%), ask category team to share new invoice and instruct Finance team to adjust 10% in merchant’s next payout. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (10% of order value)

Wrong Product Delivered (Different Product)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Footwear Category Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund entire amount once product has been picked up. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (10% of order value)

Empty Box Delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Weight of the parcel at the time of shipment Fulfillment Helpdesk, Fulfillment Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours There is a specific template made by Vineet Kaul for this, wherein we mention to the customer that we are processing an FIR for this and doing our internal investigation. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. Check the weight of the shipment recorded by the courier partner. If weight found ok, then debit the courier partner else debit the merchant. NA

Damaged Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image (, Courier package received with any damages / tampered or not, Received Sealed Box or Not Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Negotiate with the customer if we can refund some amount (max 20% of product value) else initiate return and refund the entire amount once product has been picked up. If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant (With the same amount as refunded to customer, or extra cashback given to customer) NA

Used Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image Weight of the parcel at the time of shipment Fulfillment Helpdesk, Fulfillment Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours There is a specific template made by Vineet Kaul for this, wherein we mention to the customer that we are processing an FIR for this and doing our internal investigation. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. Check the weight of the shipment recorded by the courier partner. If weight found ok, then debit the courier partner else debit the merchant. NA

Damaged Product (Broken Product)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image (, Courier package received with any damages / tampered or not, Received Sealed Box or Not Fashion Category SPOC Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. For some time, this call would be with category team, slowly it can be passed on to CST. End call if damage is identified would be to return and refund If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant.

Wrong MRP Issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Box Images (MRP and IMEI number visible / Serial No. for Laptop) Fashion Category SPOC Footwear Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP. (This should be negotiated with the customer) Instruct finance team to debit the settlement amount from merchant against the order ID. + 10% from merchant as penalty merchant should be able to upload soft copy of invoice on panel

Accessories Missing?

Remarks

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image (, Courier package received with any damages / tampered or not, Received Sealed Box or Not Weight of the parcel at the time of shipment Fashion Category SPOC Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the amount for the accessories to the customer. (Minimum amount to be refunded) If courier packaged found tampered, then debit the courier partner else debit the merchant.

Wrong Specifications (to what is mentioned on website)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image (, Courier package received with any damages / tampered or not, Received Sealed Box or Not Weight of the parcel at the time of shipment Fashion Category SPOC Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the amount for the accessories to the customer. (Minimum amount to be refunded) If courier packaged found tampered, then debit the courier partner else debit the merchant.

Promo code not applied on Order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID Footwear Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Promo code applied on Failed order not on Successful order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID Footwear Category 72 hours 16 hours . Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Fake Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Pictures, Inquire about the packaging Fashion Category SPOC/fullfilment Footwear Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If courier packaged found tampered, then debit the courier partner else debit the merchant.

Got a better deal?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk Instant 12 Hrs Ask Customer, to share the upfront details, and let him/ her know that we don’t accpet return or refund in this case Product returns to be processed only in case of damage / defective product / if the return policy allows for this.If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 2% as cash back and close else no return and closeProduct returns to be processed only in case of damage / defective product / if the return policy allows for this.If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 2% as cash back and close else no return and close Return policy of no question ask need to be changed and only for damaged/defective/wrong product

Dead on Arrival?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 7 Days of issue of DOA. Refund the entire amount once product has been picked up.

Wrong Product Delivered (Different Color)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. If customer is willing to accept wrong color product, then issue a new invoice from the merchant. If customer insists on getting the right color, suggest to him that if he keeps the diffrent color, we could give additional 5% as cashback. Else, initiate return and refund entire amount once product has been picked up.

Wrong Product Delivered (Different Product)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund entire amount once product has been picked up.

Empty Box Delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs There is a specific template made by Vineet Kaul for this, wherein we mention to the customer that we are processing an FIR for this and doing our internal investigation. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. while refunding check customer history and if not good, block the customer

Damaged Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done.

Seal Open Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Weight required in case of nurition products Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 7 Days of issue of DOA. Refund the entire amount once product has been picked up.

Wrong MRP Issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP. (This should be negotiated with the customer). If the customer does not agree to above stated refund, return the product within 7 days with DOA certificate and full refund. merchant should be able to upload soft copy of invoice on panel

Warranty Issues?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Send soft copy of the invoice to the customer. Instruct merchant to courier the original stamped hard copy of the invoice to the customer. Request customer to make use of stamped invoice to claim warranty of the product at authorized service centers. For the hassle, we can refund a small amount (2% of product value, upto a max of Rs. 100) as a goodwill gesture.

Accessories Missing?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the amount for the accessories to the customer. (Minimum amount to be refunded)

Wrong Specifications (to what is mentioned on website)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund some small amount (5% upto a mx of Rs. 500) as a token of apology and get the error rectified immediately with the category and catalogue teams. If customer becomes adamant, return and refund.

Promo code not applied on Order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Promo code applied on Failed order not on Successful order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Fake Product or Quality Issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Product Expiry Issues?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 15 Days of issue of DOA. Refund the entire amount once product has been picked up.

Number of units received is lesser than ordered(From Single Merchant)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked

Any other issue?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Remarks
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Check with Category Team

Got a better deal

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk Instant 12 Hrs Ask Customer, to share the upfront details, and let him/ her know that we don’t accpet return or refund in this case Product returns to be processed only in case of damage / defective product / if the return policy allows for this.If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 2% as cash back and close else no return and closeProduct returns to be processed only in case of damage / defective product / if the return policy allows for this.If the customer comes back again, then we need to ask for snapshots of the offer and the same should be within retunr policy days. If premium customer then offer him max 2% as cash back and close else no return and close Revisit the return policy for product category

Dead on Arrival

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return along with original DOA certificate. Ensure delivery within 7 Days of issue of DOA. Refund the entire amount once product has been picked up. Instruct finance team to hold/reverse payment for the particular order ID

Wrong Product Delivered (Different Color)

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. If customer is willing to accept wrong color product, then issue a new invoice from the merchant. If customer insists on getting the right color, suggest to him that if he keeps the diffrent color, we could give additional 5% as cashback. Else, initiate return and refund entire amount once product has been picked up. If customer keeps original color shipped, ask category team for revised invoice (in case wrong invoice was printed), and ask FInance to adjust 5% in merchant’s next payout. If customer agrees for keeping the wrong color with additional cashback (maximum 5%), ask category team to share new invoice and instruct Finance team to adjust 5% in merchant’s next payout. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Wrong Product Delivered (Different Product)

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund entire amount once product has been picked up. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Empty Box Delivered

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs There is a specific template made by Vineet Kaul for this, wherein we mention to the customer that we are processing an FIR for this and doing our internal investigation. Refund the entire amount to the customer. For repeted customer block him till furhter investigation is done. Check the weight of the shipment recorded by the courier partner. If weight found ok, then debit the courier partner else debit the merchant.

Damaged Product

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the entire amount to the customer. For repeted customer block him till further investigation is done. If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant (With the same amount as refunded to customer, or extra cashback given to customer)

Seal Open Product

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Weight required in case of nurition products Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return. Refund the entire amount once product has been picked up. If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Wrong MRP Issue

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP or if custome wants to return then initiate the return. Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty

Warranty Issues

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Send soft copy of the invoice to the customer. Instruct merchant to courier the original stamped hard copy of the invoice to the customer. Request customer to make use of stamped invoice to claim warranty of the product at authorized service centers. For the hassle, we can refund a small amount (2% of product value, upto a max of Rs. 100) as a goodwill gesture.

Accessories Missing

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the amount for the accessories to the customer. (Minimum amount to be refunded) If courier packaged found tampered, then debit the courier partner else debit the merchant.

Wrong Specifications (to what is mentioned on website)

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund some small amount (5% upto a mx of Rs. 500) as a token of apology and get the error rectified immediately with the category and catalogue teams. If customer becomes adamant, return and refund.

Promo code not applied on Order

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Promo code applied on Failed order not on Successful order

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Fake Product or Quality Issue

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Weight required in case of nurition products Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If courier packaged found tampered, then debit the courier partner else debit the merchant.

Product Expiry Issues

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate product return. Refund the entire amount once product has been picked up. Instruct finance team to debit the settlement amount from merchant against the order ID. + 10% from merchant as penalty,

Number of units received is lesser than ordered(From Single Merchant)

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Any Other Issue

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure
Order ID, Product Images, Invoice, Box Image Sports Category Sports Category, Fulfillment Team, Fulfillment Helpdesk 72 Hrs 24 Hrs We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Check with Category Team

Got a better deal/ Didn’t like the product / Don’t want the product anymore?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. Invoice
  3. After all above is done, take action accordingly(if required)
NA NA(TAT 12 hours for response from the concerned team). Instant Product replacement to be processed only in case of damage / defective product .In case the customer is still admant for a better offer or is ready to share a screenshot referring better offer,offer CB to retain

Wrong Product delivered(Different product/variant delivered )?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. Images and enquiry of package
  3. After all above is done, take action accordingly(if required)
Gyanendra Sigh Atul Suri(TAT 12 hours for response from the concerned team). 72 hours Once the details asked are shared by customer , verify if correct . Post verification , arrange to send the correct product as needed by the cutomer . In case the product is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200

Damaged(Minor Scratches) / Broken/ Product received on Arrival?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. Images and enquiry of package.
  3. After all above is done, take action accordingly(if required).
Gyanendra Sigh Atul Suri(TAT 12 hours for response from the concerned team). 72 hours Once the details asked are shared by customer , verify if correct . Post verification , arrange to send another product as needed by the cutomer . In case the product is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200

Used Product delivered?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. Images and enquiry of package.
  3. After all above is done, take action accordingly(if required)
Gyanendra Sigh Atul Suri(TAT 12 hours for response from the concerned team). 72 hours Once the details asked are shared by customer , verify if correct . Post verification , arrange to send another product as needed by the customer In case the product is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200

Freebie not received/short parcel?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. Images and enquiry of package
  3. After all above is done, take action accordingly(if required).
Gyanendra Sigh Atul Suri(TAT 12 hours for response from the concerned team).

 

72 hours Once the details asked are shared by customer , verify if correct . Check with category team for this as the decision for this will be taken from case to case basis

Wrong MRP Issue?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. Image where the MRP is written
  3. Invoice copy
  4. After all above is done, take action accordingly(if required).
Gyanendra Sigh Atul Suri(TAT 12 hours for response from the concerned team). 72 hours Refund the difference between the purchase price on which the customer bought the product and the new purchased price which would be updated post the MRP correction.

Difference in cost of product on website and invoice copy?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. screen shot of the website showing different MRP
  3. invoice copy.
  4. After all above is done, take action accordingly(if required)
Gyanendra Sigh Atul Suri(TAT 12 hours for response from the concerned team). 72 hours Once the details asked are shared by customer , verify if correct. Check with category team for this as the decision for this will be taken from case to case basis

Wrong Specifications (to what is mentioned on website)?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the following;

  1. Order ID
  2. Image.
  3. After all above is done, take action accordingly(if required).
Gyanendra Sigh Atul Suri(TAT 12 hours for response from the concerned team). 72 hours Once the details asked are shared by customer , verify if correct. Check with category team for this as the decision for this will be taken from case to case basis

Promo code not applied on Order?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the Order id Gyanendra Sigh Atul Suri((TAT 12 hours for response from the concerned team). 72 hours Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount.

Promo code applied on Failed order not on Successful order?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
Ask customer to share the Order id Gyanendra Sigh Atul Suri((TAT 12 hours for response from the concerned team). 72 hours Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

List of Mahindra Service centers & Dealers?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
NA NA NA((TAT 12 hours for response from the concerned team). Instant Please tell the customer the dealer or service center as per his requirement from the link:http://www.mahindracenturo.com/dealerlocator.html

FAQ & booking process related to Mahindra?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
NA NA NA(12 hours) Instant Please answer the relevant queries basis the FAQ & Booking process link

Issues Related to Scratches/Service for Mahindra?

Upfront requirement from Customer and First Response to the Customer Mail Addressed to Escalation Points(TAT of reply from each team in hrs.) TAT for Closure Decision( Hrs/ days) Customer Closure
NA NA NA(12 hours) Instant Please ask the customer to contact the dealer directly for any such issues and assist him with the dealer/service center from the link:http://www.mahindracenturo.com/dealerlocator.html

Dead on arrival?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID Industrial Supplies Category Industrial Supplies Category Instant 12 hours Initiate product return. Ensure return request is raised within 7 Days of complain being raised. Refund the entire amount once product has been picked up. Instruct finance team to hold/reverse payment for the particular order ID

Wrong Product delivered(Different color/model)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice Industrial Supplies Category Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. If customer is willing to accept wrong color product, then issue a new invoice from the merchant. If customer insists on getting the right color/model initiate  return and refund entire amount once product has been picked up. If customer keeps original color shipped, ask category team for revised invoice (in case wrong invoice was printed), and ask FInance to adjust 5% in merchant’s next payout. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Wrong Product delivered(Different product)?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice Industrial Supplies Category Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate  return and refund entire amount once product has been picked up. If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value)

Empty Box delivered?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice (if received), Box Images, Received Sealed Box or Not, Courier Package Sealed or Not Weight of the parcel at the time of shipment Fulfillment Helpdesk, Fulfillment Team Industrial Supplies Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours Mention to the customer that we are processing with legal investigation for this and doing our internal investigation in the template available Refund the entire amount to the customer. For repeat customer block him till furhter investigation is done. Check the weight of the shipment recorded by the courier partner. If weight found ok, then debit the courier partner else debit the merchant. block the customer if fulfillment team finds fault at customer end

Damaged product/scratches/broken-product received?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image, Courier package received with any damages / tampered  or not Fulfillment Helpdesk, Fulfillment Team Industrial Supplies Category, Fulfillment Team, Fulfilment Helpdesk 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund the entire amount once product has been picked up. If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant.

Used Product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Product Images, Invoice, Box Image, Courier package received with any damages / tampered  or not Fulfillment team, FFHD, Industrial Supplies Category Fulfillment team, FFHD, Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund the entire amount once product has been picked up. If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Wrong MRP issues?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Box Images (MRP) Industrial Supplies Category Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Refund the difference between the purchased price and the MRP. (This should be negotiated with the customer). If customer is adamant then initiate return and refund the entire amount once product has been picked up Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty; If return is initiated then instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (5% of order value) merchant should be able to upload soft copy of invoice on panel

Warranty issues and dissatisfaction with product performance?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Contact deatils of service center customer had visited , Issue or Concern with the Product, Invoice, Box Image Industrial Supplies Category Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Send soft copy of the invoice to the customer. Instruct merchant to courier the original stamped hard copy of the invoice to the customer. Request customer to make use of stamped invoice to claim warranty of the product at authorized service centers.

Accessories missing?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Which Accessory Missing, Box Images (Accessories missing), Received Sealed Box or Not, Courier Package Sealed or Not Weight of the parcel at the time of shipment FFHD, Industrial Supplies Category FFHD, Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund the entire amount once product has been picked up. If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Wrong specifications to what is mentioned on website?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Which specification, Box/Product Image (Highlighting the wrong specification) Industrial Supplies Category Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Initiate return and refund the entire amount once product has been picked up. Get the error rectified immediately with the category and catalogue teams

Promo code not applied on order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Promo code applied on failed order not on successful order?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Fake product?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Pictures, Inquire about the packaging Industrial Supplies Category/Fullfilment Industrial Supplies  Category, Fulfillment Team, Fulfilment Helpdesk, merchant delist 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Verify Customer history and Initiate return and refund once product picked If courier packaged found tampered, then debit the courier partner else debit the merchant. Seed and warehouse option will eliminate the requirement here

Warranty card missing?

Upfront Requirement From Customer Requirement from Logistics team / Pickup Team Mail Addressed to Escalation Point(s) TAT for Closure Decision TAT for reply by each team First response to Customer Customer Closure Internal Closure Remarks
Order ID, Invoice, Box Image FFHD, Industrial Supplies Category FFHD, Industrial Supplies Category 72 hours 16 hours We are extremely sorry that your specific case is taking more than the usual time to resolve. Kindly bear with us for some more time. Your case will be resolved as soon as possible. Instruct merchant to courier the warranty card with stamp to the customer and close