CST

Help & Support

Mobiles / Laptop / Hardisk / Tablet / Camera / Gaming Console / Air Purifier / Voltage Stabilizer

Got a better deal?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Invoice.
  3. Box Image (IMEI Number/Serial No. for Laptop).
  4. After all above is done, take action accordingly(if required).
NANA(TAT 12 hours for response from the concerned team).Instant
  • 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 return policy days. If premium customer then offer him max 200 rs as cash back and close else no return and close .
  • Further Internal Closure:Revisit the return policy for product category.
  • Remarks: Return policy of no question ask need to be changed and only for damaged/defective/wrong product
    – Matrix for cash back proposal(5% or max 500) as recommended by Amit.

Dead on Arrival?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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 CategoryElectronics Category(TAT 12 hours for response from the concerned team).InstantInitiate 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.
  • Further Internal Closure:Instruct finance team to hold/reverse payment for the particular order ID
  • Remarks: IMEI/serial no tracking in Merchant panel
    IMEI activation checking facility on panelIMEI/serial no tracking in Merchant panel
    IMEI activation checking facility on panel.

Wrong product delivered( Different Color)?

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

  1. Product Images.
  2. Invoice, Box Image (IMEI number visible / Serial No. for Laptop).
  3. After all above is done, take action accordingly(if required).
Electronics CategoryElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hours.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 different color, we could give additional 5% as cash back. Else, initiate return and refund entire amount once product has been picked up.
  • Further Internal Closure: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 and First Response to the Customer Mail Addressed toEscalation 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, Box Image (IMEI number visible / Serial No. for Laptop).
  4. After all above is done, take action accordingly(if required)
Electronics CategoryElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hoursInitiate return and refund entire amount once product has been picked up.
  • Further Internal Closure: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 and First Response to the Customer Mail Addressed toEscalation 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. Invoice (if received).
  3. Box Images (IMEI number visible / Serial No. for Laptop).
  4. Received Sealed Box or Not.
  5. Courier Package Sealed or Not.
  6. After all above is done, take action accordingly(if required).
Fulfillment Helpdesk, FulfillmentElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hoursRefund the entire amount to the customer. For repeated customer block him till further investigation is done.
  • Further Internal Closure:Get the IMEI number blocked. Check the weight of the shipment recorded by the courier partner. If weight found OK, then debit the courier partner else debit the merchant.
  • Remarks: while refunding block the customer, block IMEI

Damaged Product (Minor Scratches) ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Box Image (IMEI number visible / Serial No. for Laptop).
  5. Courier package received with any damages / tampered or not.
  6. Received Sealed Box or Not.
  7. After all above is done, take action accordingly(if required)
Electronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hoursNegotiate with the customer if we can refund some amount (max 8% of product value) else initiate return and refund the entire amount once product has been picked up.
  • Further Internal Closure: 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).
  • Remarks: within 24 hrs of IMEI activtion ticket should come

Seal Open Product ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Box Image (IMEI number visible / Serial No. for Laptop).
  5. Courier package received with any damages / tampered or not.
  6. Received Sealed Box or Not.
  7. After all above is done, take action accordingly(if required)
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk(TAT 16 hours for response from the concerned team).72 hours.Negotiate with the customer if we can refund some amount (max. of 5% of order value) else initiate return and refund the entire amount once product has been picked up.
  • Further Internal Closure: If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Used Product (IMEI activated) ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Box Images(IMEI number Visible/serial number for laptop).
  5. Was courier package received with any damage/ tampered or not.
  6. Box received was sealed or not.
  7. After all above is done, take actions accordingly(if required).
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk( TAT 16 hours for response from the concerned team)72 Hours.Negotiate with the customer if we can refund some amount (max. of 5% of order value) else initiate return and refund the entire amount once product has been picked up.
  • Further Internal Closure:If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Damaged Product( Broken Product) ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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 images.
  4. Box Image(IMEI number visible/serial number for Laptops).
  5. Was courier package received with any damages/ tampered or not.
  6. Courier package was sealed or not.
  7. After all above is done, take actions accordingly(if required).
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk(TAT 16 hours for response from the concerned team)72 HoursFor 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.
  • Further Internal Closure: If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant.

Invoice Required with IMEI number ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Box images(IMEI number visible/ serial number for laptops.).
  3. Invoice Image
  4. After all above is done, take actions accordingly(if required).
Assign ticket to Logistics over ZendeskTAT 16 hours for response from concerned team.72 hoursArrange soft copy of invoice with IMEI number from the merchant duly stamped.

Wrong MRP Issue ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Box Images (MRP and IMEI number Visible/ serial number for Laptop).
  3. After all the above is done, take actions accordingly.
Electronics Category SPOCElectronics Category( TAT of 16 hours for response from concerned team)72 hoursRefund the difference between the purchased price and the MRP. (This should be negotiated with the customer)
  • Further internal closure: Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty.

Warranty Issues (Software Issues, Phone Hanging, Heating on Charging, Dissatisfaction with product performance) ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Service center customer had visited.
  3. Issue/ concern with the product.
  4. Invoice.
  5. Box Image( IMEI number visible/Serial number for Laptops.
Electronics Category SPOCElectronics Category( TAT 16 hours for response from concerned team)72 hoursSend soft copy of the invoice with IMEI number to the customer. Instruct merchant to courier the original stamped hard copy of the invoice with IMEI number to the customer. Request customer to make use of stamped invoice with IMEI number to claim warranty of the product at authorized service centers. For the hassle, we can refund a small amount (10% of product value, upto a max of Rs. 1000) as a goodwill gesture.

Accessories Missing ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Invoice of the Product.
  3. Name of the accessories missing in box.
  4. Box Images( Accessories missing and IMEI number visible/ Serial number for Laptop).
  5. Box received was sealed or not
  6. Courier Package was sealed or not.
  7. After all above done, escalate the issue accordingly to the concerned team.
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk( TAT 16 hours for response from concerned team)72 HoursRefund the amount for the accessories to the customer. (Minimum amount to be refunded)
  • Further Internal Closure: If courier packaged found tampered, then debit the courier partner else debit the merchant.

Wrong Specification (to what it is mentioned on website) ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Specification, which are missing/varying from the web site.
  3. Image of Box/Product( Highlighting Wrong Specification
  4. After all above done, Escalate it accordingly if required
Electronics Category SPOCElectronics Category( TAT 16 hours for response)72 hoursRefund 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 catalog teams. If customer becomes adamant, return and refund.
  • Further Internal Closure: Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty

Promo code not applied on order ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation Points(TAT of reply from each team in hrs.()TAT for Closure Decision( Hrs)Customer Closure
  1. Ask the customer for Order id.
  2. Escalate accordingly if required
Electronics Category( TAT 16 hours)72 hoursGet it verified if customer tried to apply promo code or not.

Promo code applied on failed order not on successful order ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. After all above is done, take action accordingly(if required)
Electronics Category(TAT 16 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.

Fake Product ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Pictures.
  3. Inquire about the packaging.
  4. After all above is done, take action accordingly(if required).
Electronics Category/FulfillmentElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 HoursVerify Customer history and Initiate return and refund once product picked.
  • Further Internal Closure: If courier packaged found tampered, then debit the courier partner else debit the merchant.
  • Remarks: Seed and warehouse option will eliminate the requirement here

Got a better deal?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Invoice.
  3. Box Image (IMEI Number/Serial No. for Laptop).
  4. After all above is done, take action accordingly(if required).
NANA(TAT 12 hours for response from the concerned team).Instant
  • 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 return policy days. If premium customer then offer him max 200 rs as cash back and close else no return and close .
  • Further Internal Closure:Revisit the return policy for product category.
  • Remarks: Return policy of no question ask need to be changed and only for damaged/defective/wrong product
    – Matrix for cash back proposal(5% or max 500) as recommended by Amit.

Dead on Arrival?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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 CategoryElectronics Category(TAT 12 hours for response from the concerned team).InstantInitiate 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.
  • Further Internal Closure:Instruct finance team to hold/reverse payment for the particular order ID
  • Remarks: IMEI/serial no tracking in Merchant panel
    IMEI activation checking facility on panelIMEI/serial no tracking in Merchant panel
    IMEI activation checking facility on panel.

Wrong product delivered( Different Color)?

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

  1. Product Images.
  2. Invoice, Box Image (IMEI number visible / Serial No. for Laptop).
  3. After all above is done, take action accordingly(if required).
Electronics CategoryElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hours.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 different color, we could give additional 5% as cash back. Else, initiate return and refund entire amount once product has been picked up.
  • Further Internal Closure: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 and First Response to the Customer Mail Addressed toEscalation 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, Box Image (IMEI number visible / Serial No. for Laptop).
  4. After all above is done, take action accordingly(if required)
Electronics CategoryElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hoursInitiate return and refund entire amount once product has been picked up.
  • Further Internal Closure: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 and First Response to the Customer Mail Addressed toEscalation 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. Invoice (if received).
  3. Box Images (IMEI number visible / Serial No. for Laptop).
  4. Received Sealed Box or Not.
  5. Courier Package Sealed or Not.
  6. After all above is done, take action accordingly(if required).
Fulfillment Helpdesk, FulfillmentElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hoursRefund the entire amount to the customer. For repeated customer block him till further investigation is done.
  • Further Internal Closure:Get the IMEI number blocked. Check the weight of the shipment recorded by the courier partner. If weight found OK, then debit the courier partner else debit the merchant.
  • Remarks: while refunding block the customer, block IMEI

Damaged Product (Minor Scratches) ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Box Image (IMEI number visible / Serial No. for Laptop).
  5. Courier package received with any damages / tampered or not.
  6. Received Sealed Box or Not.
  7. After all above is done, take action accordingly(if required)
Electronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 hoursNegotiate with the customer if we can refund some amount (max 8% of product value) else initiate return and refund the entire amount once product has been picked up.
  • Further Internal Closure: 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).
  • Remarks: within 24 hrs of IMEI activtion ticket should come

Seal Open Product ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Box Image (IMEI number visible / Serial No. for Laptop).
  5. Courier package received with any damages / tampered or not.
  6. Received Sealed Box or Not.
  7. After all above is done, take action accordingly(if required)
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk(TAT 16 hours for response from the concerned team).72 hours.Negotiate with the customer if we can refund some amount (max. of 5% of order value) else initiate return and refund the entire amount once product has been picked up.
  • Further Internal Closure: If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Used Product (IMEI activated) ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Box Images(IMEI number Visible/serial number for laptop).
  5. Was courier package received with any damage/ tampered or not.
  6. Box received was sealed or not.
  7. After all above is done, take actions accordingly(if required).
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk( TAT 16 hours for response from the concerned team)72 Hours.Negotiate with the customer if we can refund some amount (max. of 5% of order value) else initiate return and refund the entire amount once product has been picked up.
  • Further Internal Closure:If return is initiated then instruct the finance team to levy 5% penalty (if courier package sealed then on merchant else on courier partner).

Damaged Product( Broken Product) ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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 images.
  4. Box Image(IMEI number visible/serial number for Laptops).
  5. Was courier package received with any damages/ tampered or not.
  6. Courier package was sealed or not.
  7. After all above is done, take actions accordingly(if required).
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk(TAT 16 hours for response from the concerned team)72 HoursFor 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.
  • Further Internal Closure: If return is initiated and if courier package found tampered then debit the courier partner else debit the merchant.

Invoice Required with IMEI number ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Box images(IMEI number visible/ serial number for laptops.).
  3. Invoice Image
  4. After all above is done, take actions accordingly(if required).
Electronics Category SPOCElectronics Category( TAT 16 hours for response from concerned team).72 hoursArrange soft copy of invoice with IMEI number from the merchant duly stamped.

Wrong MRP Issue ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Box Images (MRP and IMEI number Visible/ serial number for Laptop).
  3. After all the above is done, take actions accordingly.
Electronics Category SPOCElectronics Category( TAT of 16 hours for response from concerned team)72 hoursRefund the difference between the purchased price and the MRP. (This should be negotiated with the customer)
  • Further internal closure: Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty.

Warranty Issues (Software Issues, Phone Hanging, Heating on Charging, Dissatisfaction with product performance) ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Service center customer had visited.
  3. Issue/ concern with the product.
  4. Invoice.
  5. Box Image( IMEI number visible/Serial number for Laptops.
Electronics Category SPOCElectronics Category( TAT 16 hours for response from concerned team)72 hoursSend soft copy of the invoice with IMEI number to the customer. Instruct merchant to courier the original stamped hard copy of the invoice with IMEI number to the customer. Request customer to make use of stamped invoice with IMEI number to claim warranty of the product at authorized service centers. For the hassle, we can refund a small amount (10% of product value, upto a max of Rs. 1000) as a goodwill gesture.

Accessories Missing ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Invoice of the Product.
  3. Name of the accessories missing in box.
  4. Box Images( Accessories missing and IMEI number visible/ Serial number for Laptop).
  5. Box received was sealed or not
  6. Courier Package was sealed or not.
  7. After all above done, escalate the issue accordingly to the concerned team.
Electronics Category SPOCElectronics Category, Fulfillment Team, Fulfillment Helpdesk( TAT 16 hours for response from concerned team)72 HoursRefund the amount for the accessories to the customer. (Minimum amount to be refunded)
  • Further Internal Closure: If courier packaged found tampered, then debit the courier partner else debit the merchant.

Wrong Specification (to what it is mentioned on website) ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Specification, which are missing/varying from the web site.
  3. Image of Box/Product( Highlighting Wrong Specification
  4. After all above done, Escalate it accordingly if required
Electronics Category SPOCElectronics Category( TAT 16 hours for response)72 hoursRefund 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 catalog teams. If customer becomes adamant, return and refund.
  • Further Internal Closure: Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty

Promo code not applied on order ?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation Points(TAT of reply from each team in hrs.()TAT for Closure Decision( Hrs)Customer Closure
  1. Ask the customer for Order id.
  2. Escalate accordingly if required
Electronics Category( TAT 16 hours)72 hoursGet it verified if customer tried to apply promo code or not.

Promo code applied on failed order not on successful order ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. After all above is done, take action accordingly(if required)
Electronics Category(TAT 16 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.

Fake Product ?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Pictures.
  3. Inquire about the packaging.
  4. After all above is done, take action accordingly(if required).
Electronics Category/FulfillmentElectronics Category, Fulfillment Team, Fulfilment Helpdesk(TAT 16 hours for response from the concerned team).72 HoursVerify Customer history and Initiate return and refund once product picked.
  • Further Internal Closure: If courier packaged found tampered, then debit the courier partner else debit the merchant.
  • Remarks: Seed and warehouse option will eliminate the requirement here

Did not receive product even though status shows delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Proof of dispatch and Proof of deliveryLogistics Team (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD)7 working days16 hoursEmpathise and assure the issue will be addressedRefund if POD is not produced. If POD is produced and still customer claims not recd & case is becoming unmanageble. Upto Rs.300 process refund. Above Rs.300 talk to categoryInternal hit if POD is produced and we still refund. If POD not produced debit courier (for LMD) and debit merchant (for Non LMD)

Wrong Design Delivered (different design / different color )?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product & Validity – 15 days from date of delivery7 working days for reverse pickup12 hoursEmpathise and assure the issue will be addressed. Check with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 10% or Rs.200 whichever is lower)If customer is willing to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. If product was recieved in tampered condition, alert FF team as it might be a case of courier mis-handling for courier debit. If the product is <200, initiate refund without reverse pick up post approval from CS Head and debit from merchant payout. If >200, initiate reverse pickup, alert FF team to arrange for reverse pick up and refund customer once reverse pick up of item is confirmed (for LMD) Instruct finance to debit merchant including reverse pick up cost. Max cash back for settlement – Rs.200 or 10% whichever is lowerdebit merchant

Wrong Product Delivered (ordered bed sheet got curtain / got single b/s when order was for double b/s / size issues)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product & Validity – 15 days from date of deliveryfullfilment for checking the mistake if shipment was wrong7 working days12 hoursEmpathise and assure the issue will be addressed. Check with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 10% or Rs.200 whichever is lower)If customer is willing to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. If product was recieved in tampered condition, alert FF team as it might be a case of courier mis-handling for courier debit. If the product is <200, initiate refund without reverse pick up post approval from CS Head and debit from merchant payout. If >200, initiate reverse pickup, alert FF team to arrange for reverse pick up and refund customer once reverse pick up of item is confirmed (for LMD) Instruct finance to debit merchant including reverse pick up cost. Max cash back for settlement – Rs.200 or 10% whichever is lowerdebit merchant

Incomplete product delivered (pillow covers missing / in a combo of 4 b/s 2 are missing / some freebie part of the offer missing)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product & Validity – 15 days from date of deliveryProof of dispatch and Proof of delivery5 working days to ship and deliver the missing product12 hoursEmpathise and assure the issue will be addressed. Check with customer in case package was received in good or tampered condition. In case of tampered condition then alert fulfillment team as it might be a case of courier mis-handling the product for courier debit. check with customer what do they want – partial refund for products not received or willing to wait a few days more for receiving the missing products. In case of refund take an approval from CS head and process. In case of customer wanting the missing product then alert ff team to arrange for replacement product. There might be a case of product not being available with merchant in which case a partial refund needs to be processed. Partial refund amount to be pro-rata of Sell Price for missing item where sell price is known. In case sell price of missing item is unknown (case of freebie etc) – max amount to be Rs.200Either partial refund or shipment of missing products to customer. If its courier issue then advice courier debit and if its merchant issue then advice merchant debitmerchant/courier debit

Damaged product delivered – major damages (torn / stained color etc)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product & Validity – 15 days from date of delivery7 working days12 hoursCheck with customer whether package was recd in damaged or proper condition. In case package was damaged then most probably its courier issue. Check whether item value is <200 or >200. If <200 – process refund after CS head approval and debit courier or merchant depending on the case. If >200 ask customer replacement or refund. Push for refund if possible. Process refund after reverse pick confirmation if customer has gone for refund and debit merchant or courier. If customer wants replacement – then post item is back with merchant ask merchant to send a replacement and co-ordinate with fulfillment. No debit to merchant in case replacement is offered and honoured.Initiate return and refund entire amount or place a replacement order from CS panel once product has been picked up (in case product is >200 in value). In case product value is <200 – refund to customer without initiating return / reverse pick. Instruct finance team to debit merchant or couriermerchant/courier debit

Damaged product delivered – minor damages (loose stitches / zip of cushion cover not proper etc)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product & Validity – 15 days from date of delivery7 working days12 hoursCheck with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 10% or Rs.200 whichever is lower). If customer is not ok with product then process partial / full refund basis CS Head approvalIf customer is willing to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. If customer is not ok with the product initiate reverse pick up process with fulfillment in case product is >Rs.200 in value and provide refund / replacement once reverse pick is confirmed. If product is <200 in value then tell issue a refund to customer and advice finance to debit from merchant payoutmerchant

Did not like the end product (bad quality / not as seen on website / expectation mismatch issues / color fade after 1st wash etc)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product & Validity – 15 days from date of delivery7 working days12 hoursCheck whether item value is <200 or >200. Process refund without reverse pick for items <Rs.200 basis CS head approval. For items >200 initiate reverse pick and process refund once reverse pick confirmation is had from LMDInitiate return and refund entire amount or place a replacement order from CS panel once product has been picked up (in case product is >200 in value). In case product value is <200 – refund to customer without initiating return / reverse pick. Hit to be borne by Paytm as this is an expectation mismatch issue and no fault of merchant or courier

Damage in product of a category where return is not allowed (Mattress / Bean Bag)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product (multiple images will be needed)Rajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan@1-2 weeks12 hoursEscalate to merchant / fulfillment team and category team. Most such products are on merchant shipping with post sale warranty support offered by merchant. Based on assessment of damage either full refund / partial refund / replacement will be offered. Difficult to generalise and hence this will have to be treated on case – case basis. Escalate to category. Give assurance to customer that problem will be solved. Set expectation on timeline – @1-2 weeksEscalate to merchant / fulfillment team and category team. Most such products are on merchant shipping. Based on assessment of damage either full refund / partial refund / replacement will be offered. Difficult to generalise and hence this will have to be treated on case – case basis

Wrong MRP Issue?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Invoice, Image of product (clear image of MRP violation will be needed)72 hours12 hoursWe 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.

Promo code not applied on Order?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID72 hours16 hoursWe 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 CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID72 hours16 hoursWe 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

Did not receive product even though status showed delivered

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID and Screenshot of product details. Ask the customer to check with their family members if they have received the delivery of the product and also with their neighbours.Proof of dispatch and Proof of delivery ( POD )Immediate ( same day ) when the issue is received from the customerFulfilment Help Desk + Fulfilment Team + Central Shipping Team CC to – Electronics CategoryBalvinder + Bhole CC to – Electronics Category24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Empathise with the customer & assure the issue will be addressed & resolved on priority.Escalate to fullfilment help desk for POD requirement .Check history of customer . Share details of POD with customer if delivered, else refund. If cutomer is having a similar history then block the customer .Internal hit if POD is produced and we still refund. If POD not produced debit courier (for LMD) and debit merchant (for Non LMD)

Number of units received is lesser than ordered

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , Images of the product received showing the incomplete product received. Images of the sticker on the box showing the product name / model name details along with Serial No. Customer should escalate this issue with 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging )Weight of the actual shipment at the time of deliveryImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details of the order with all the upfront details requested to be collected from the customer.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & the category who will connect with the merchant and get the missing components delivered to the customer.Category to revert with confirmation that the missing components are delivered to the customer within 72 hours.Check the customers & merchant history. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging ) penalize the courier. Check the weight of the shipment recorded by the courier partner at the time of pickup from merchant & if the merchant is at fault penalize merchant and delist the merchant. (For Non-LMD, debit the merchant in either case)

Got a better deal / Didn’t like the product as its not as shown on the website

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice, Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Gather detailed inform from the customer on the wrong specification mentioned or reported as per the customer .NAImmediate ( same day ) when the issue is received from the customerSPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 hrs ( max of 48 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & issue faced by the customer on the received product .Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty if the merchant is at fault and the same has to be validated by the catalog feedback team / category team.

Dead on Arrival

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
For Large Appliances: Customer to report cases within 72 hours of delivery. Ask customer to share Order ID, Images of Invoice, Box Image with Serial No. In case available, also ask the customer to share the job sheet from brand installation service team which has the damage/defect details)NAImmediate ( same day ) when the issue is received from the customerSPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details fof the order along with the DOA certificate / job sheet and IMEI number / serial numberSushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)Instant ( max of 48 hrs )Same day of escalation ( max of 24hrs )Empathise with the customer & assure the issue will be addressed & resolved on priority.
Inform customer that the merchant shall get back to him/her. And ask category team to share merchant coordinates which are to be passed on to buyer
Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Instruct finance team to hold/reverse payment for the particular order ID . Verify the customer & merchant history.

Wrong MRP / Manufacturing date issue

MRP / Manufacturing date along with IMEI number / Serial No. Customer should escalate this issue within 72 hrs of receiving the product."]”>Order ID, Image of the invoice , Images of the box showing the incorrect MRP / Manufacturing date along with IMEI number / Serial No. Customer should escalate this issue within 72 hrs of receiving the product.

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
NAImmediate ( same day ) when the issue is received from the customerSPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details of the order with all the upfront details requested to be collected from the customer.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)Instant ( max of 48 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority .Negotiate with the customer and if the customer is willing to keep the product , we can refund some amount (max. of 5% of order value or Rs.1000 whichever is lesser) else. Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Return & refund should not be initiated without confirmation from Category team . Instruct finance team to debit the settlement amount from merchant against the Order ID + 3% from merchant as penalty. Verify the customer & merchant history.

Wrong Product Delivered (Different Color)

Requirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal ClosureRemarks
Order ID, Image of the invoice , Images of the product received showing the color of the product. Images of the sticker on the box showing the color details along with IMEI number / Serial No. Customer should escalate this issue with 24 hrs of receiving the product. (Exception: For Large Appliancees, upto 72 hours)NAImmediate ( same day ) when the issue is received from the customerFullfilment help desk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details of the order with all the upfront details requested to be collected from the customer.Sushant Rakheja for Mobiles .Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens) Santosh for all other non – mobile and non-large appliance productsInstant ( max of 48 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer in case he/she is okay to keep the different color product received by offering additional cash back % if required to close it. (max 10% or Rs.500 whichever is lower). (For Large Appliance: offer the differential of Selling Price as on our portal, upto a maximum of Rs 1000 on a case to case basis)Case 1 – If customer is willing to accept product as is, and asking for a revised invoice , get the invoice arranged from the merchant . Case 2- If the customer is not willing to keep the product , Negotiate & convience the customer to keep the received product by offering a additional cash back 5% as agreed & have a revised invoice arranged from the merchant. Else –> If customer is insisting on getting the right color ordered for initiate return & refund entire amount as per return procedure. (For Large Appliance: offer the differential of Selling Price as on our portal, upto a maximum of Rs 1000 on a case to case basis)Verify the customer & merchant history. If the merchant is at fault escalate to the finance team have the merchant debited for the cashback amount extended to the customer to keep the product + 3% penalization for shipping incorect color product. If it’s the catalog issue ( Paytm error ) them the category takes the hit. Escalate the issue to catalog feedback team and the category team for image correction if it’s a catalog issue .

Wrong Product Delivered (Different Product)

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , Images of the product received showing the incorrect product / model number received. Images of the sticker on the box showing the product name / model name details along with Serial No. Customer should escalate this issue with 72 hrs of receiving the product.NAImmediate ( same day ) when the issue is received from the customerFullfilment helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details of the order with all the upfront details requested to be collected from the customer.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer in case he/she is okay to keep the different product received by offering compensation of (max 10% or Rs.1000 whichever is lower) & close the issue. If customer is insisting on getting the right product ordered for initiate return & refund entire amount as per return procedure."]”>Case 1 – If customer is willing to accept product as is, and asking for a revised invoice , get the invoice arranged from the merchant . Case 2- If the customer is not willing to keep the product , negotiate & convience the customer to keep the received product by offering a additional cash back as agreed & have a revised invoice arranged from the merchant. Else –> If customer is insisting on getting the right product ordered for initiate return & refund entire amount as per return procedure.Verify the customer & merchant history. If the merchant is at fault escalate to the finance team have the merchant debited for the cashback amount extended to the customer to keep the product + 3% penalization for shipping incorect product . If it’s the catalog issue ( Paytm error ) them the category takes the hit. Escalate the issue to catalog feedback team and the category team for image correction if it’s a catalog issue .

Partial Product received / Delivered

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , Images of the product received showing the incomplete product received. Images of the sticker on the box showing the product name / model name details along with Serial No. Customer should escalate this issue with 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging )Weight of the actual shipment at the time of deliveryImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details of the order with all the upfront details requested to be collected from the customer.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & the category who will connect with the merchant and get the missing components delivered to the customer.Category to revert with confirmation that the missing components are delivered to the customer within 72 hours.Check the customers & merchant history. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging ) penalize the courier. Check the weight of the shipment recorded by the courier partner at the time of pickup from merchant & if the merchant is at fault penalize merchant and delist the merchant. (For Non-LMD, debit the merchant in either case)

Accessories / freebie missing or not received

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , Images of the product received showing the incomplete product received. Images of the sticker on the box showing the product name / model name details along with Serial No. Customer should escalate this issue with 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging )Weight of the actual shipment at the time of deliveryImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details of the order with all the upfront details requested to be collected from the customer.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & the category who will connect with the merchant and get the missing components delivered to the customer.Category to revert with confirmation that the missing components are delivered to the customer within 72 hours.Check the customers & merchant history. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging ) penalize the courier. Check the weight of the shipment recorded by the courier partner at the time of pickup from merchant & if the merchant is at fault penalize merchant and delist the merchant. (For Non-LMD, debit the merchant in either case)

Empty Box or Original product missing from the box received / delivered .

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , Images showing the contents of the product inside the box received. Images of the sticker on the box showing the product name / model name details along with Serial No. Customer should escalate this issue with 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery (any sign of tampering to the seal of the cover or packaging )Weight of the actual shipment at the time of deliveryImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + Central Shipping Team + Pickup team + Fulfilment Quality team + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category. Share the compete details of the order with all the upfront details requested to be collected from the customer.Fulfilment helpdesk + Bhole + Balvinder + Electronics Category. Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging ) 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 & 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 customers & merchant history. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging ) penalize the courier. Check the weight of the shipment recorded by the courier partner at the time of pickup from merchant & if the merchant is at fault penalize merchant and delist the merchant. For repeted customer block them till further investigation is done.(For Non-LMD, debit the merchant in either case)

Damaged Product (Minor Scratches / damages)

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , Images showing the damages part of the product inside the box received. Images of the sticker on the box showing the product name / model name details along with Serial No & the job sheet if a brand service team has visited the house. Customer should escalate this issue within 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging )NAImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer if the packing was intact at the time of delivery ( any sign of tampering of the seal of the packaging or damage to the box of the product received )Negotiate with the customer if we can refund some amount (max of 5% of product value or Rs.1000 which ever is lesser) else initiate return and refund the entire amount as per the return policy. Exceptional case – if the category team approves post discussion with the merchant & if the customer is willing to keep the product by getting the damage repaired by him / herself , we can refund the amount spent for repair once a valid service invoice / job sheet is shared. If customer wants replacement – then Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Verify the customer & merchant history. 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) . If the merchant is at fault for not adhering the packaging guidlines penalize the merchant with 3% . If the customer is willing to get the damage repaired and keep the product as discussed debit the merchant as per the service invoice / job sheet shared by the customer. Fulfilment quality team should be informed to audit the merchant for adherance of packaging guidlines. (For Non-LMD, debit the merchant in either case)

Damaged Product (Broken Product) received

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , clear multiple angle images showing the damages part of the product inside the box received. Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Customer should escalate this issue within 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging )NAImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + Fulfilment Quality team + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Balvinder + Bhole +
Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)
24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer if the packing was intact at the time of delivery ( any sign of tampering of the seal of the packaging or damage to the box of the product received )Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Verify the customer & merchant history. 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) . If the merchant is at fault for not adhering the packaging guidlines penalize the merchant 3% . Fulfilment quality team should be informed to audit the merchant for adherance of packaging guidlines. (For Non-LMD, debit the merchant in either case)

Damaged Product (Broken Product) received

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , clear multiple angle images showing the damages part of the product inside the box received. Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Customer should escalate this issue within 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging )NAImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + Fulfilment Quality team + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Balvinder + Bhole +
Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)
24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer if the packing was intact at the time of delivery ( any sign of tampering of the seal of the packaging or damage to the box of the product received )Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Verify the customer & merchant history. 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) . If the merchant is at fault for not adhering the packaging guidlines penalize the merchant 3% . Fulfilment quality team should be informed to audit the merchant for adherance of packaging guidlines. (For Non-LMD, debit the merchant in either case)

Seal Open Product received

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , clear multiple angle images showing the seal open of the box received. Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Customer should escalate this issue with 24 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery (any sign of tampering to the seal of the cover or packaging )NAImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + Fulfiment Quality team + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Balvinder + Bhole +
Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)
24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer if the packing was intact at the time of delivery ( any sign of tampering of the seal of the packaging or damage to the box of the product received )Negotiate with the customer and if the customer is willing to keep the product , we can refund some amount (max. of 5% of order value or Rs.1000 whichever is lesser) else. Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Verify the customer & merchant history. If return is initiated and if courier package found tampered then debit the courier partner else if the merchant is at fault penalize the merchant with 5% & delist the merchant till further investigation is done by the Fulfilment quality team.(For Non-LMD, debit the merchant in either case)

Used Product (IMEI activated) received

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice , detailed inform / clear multiple angle images showing the product received is a used product .Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Customer should escalate this issue with 72 hrs of receiving the product. Check with customer if the packing was intact at the time of delivery ( any sign of tampering to the seal of the cover or packaging )NAImmediate ( same day ) when the issue is received from the customerFulfilment Helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Check with customer if the packing was intact at the time of delivery ( any sign of tampering of the seal of the packaging or damage to the box of the product received )Negotiate with the customer and if the customer is willing to keep the product , we can refund some amount (max. of 5% of order value or Rs.1000 whichever is lesser) else. Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Verify the customer & merchant history. If return is initiated and if courier package found tampered then debit the courier partner else if the merchant is at fault penalize the merchant with 5% & delist the merchant till further investigation is done by the Fulfilment quality team.(For Non-LMD, debit the merchant in either case)

Defective Product (Software Issues, Phone Hanging, Heating on Charging, Dissatisfaction with product performance)

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice, Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Gather detailed inform from the customer on what the issue faced. Check for the return policy days of that SKU. Advise the customer that return & refund will be processed as per policy. (Exception: For Large Appliancees, upto 72 hours)NAImmediate ( same day ) when the issue is received from the customerFulfillment Helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & issue faced by the customer on the received product . Check if the customer has visited the brand service center and share a job sheet issued by the service center. Check for the return policy days of that SKU. Advise the customer that return & refund will be processed as per policy.Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Verify the customer & merchant history. As advised by the category team.

Wrong Specifications (not in line as what is mentioned on website)

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
Order ID, Image of the invoice, Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Gather detailed inform from the customer on the wrong specification mentioned or reported as per the customer .NAImmediate ( same day ) when the issue is received from the customerSPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 hrs ( max of 48 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & issue faced by the customer on the received product .Inform category who will connect customer with merchant for refund/replacement as per seller policy. No debit to merchant in case replacement is offered aory to inform CST of closure.Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penalty if the merchant is at fault and the same has to be validated by the catalog feedback team / category team.

Fake Product or Quality Issue

Requirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal ClosureRemarks
Order ID, Image of the invoice, Images of the sticker on the box showing the product name / model name details along with IMEI number / Serial No. Gather detailed information from the customer on what the issue faced. Check for the return policy days of that SKU. Advise the customer that return & refund will be processed as per policy.NAImmediate ( same day ) when the issue is received from the customerFulfillment Helpdesk + SPOC for the respective Sub category ( refer to the list below) CC :- Electronics Category.Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)24 – 48 hrs ( max of 72 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & issue faced by the customer on the received product . Check if the customer has visited the brand service center to validate the genuniety of the received product . Get the job sheet shared if any .Verify the customer history & with confirmation from the category team proceed with return and refund. Check if the product is inside the retun policy days. Advise the customer on the return & refund process & TAT for refund. Inform the customer that the main product with all its supplied accessories & with original brand packing / Mint condition should be sent when returning the product.Penalise the merchant as advised by the category team or else follow standard SOP & delist the merchant , inform the fulfillment quality team to conduct audit .

Invoice not received / Issue with invoice

Upfront requirement from customer to be gathered by the CST teamRequirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal Closure
1. Invoice not received – need the Order ID & Serial number. 2. In case of issues with received invoice – Order ID, need the image / copy of the received invoice & detials on what the issue is on the received invoice . In both the above cases – Images of the sticker on the box showing the product name / model name details along with Serial No is required.NAImmediate ( same day ) when the issue is received from the customerAssign ticket to Logistics over ZendeskSushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)Instant ( max of 48 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Ask the customer to share the detailed and complete information on the issue faced by the customer on the received invoice . Inform the customer on the TAT.Arrange for soft copy of the invoice to be emailed to the customer duly stamped and signed by the merchant and also a copy to be couriered to the customer if demanded by the customer .NA

Promo code not applied on Order

Requirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal ClosureRemarks
Order ID , IMEI / Serial number , Invoice copyNAImmediate ( same day ) when the issue is received from the customerCST team leadsMahesh Sharma + Amit Bagaria + Sushant Rakheja for Mobiles .Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens) Santosh for all other non – mobile and non-large appliance productsInstant ( max of 48 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Gather all the required data from the customer on the order placed . Inform the customer on the TAT.Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amountNA

Promo code applied on Failed order not on Successful order

Requirement from Fulfilment team / Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)TAT for escalating the issue further to the concerned team once the customer has raised issue with CSTMail addressed toEscalation point(s)TAT for closure decisionTAT for reply by each teamFirst response to customerCustomer ClosureInternal ClosureRemarks
Order ID , IMEI / Serial number , Invoice copyNAImmediate ( same day ) when the issue is received from the customerCST team leadsMahesh Sharma +Sushant Bahadur for Large Appliances (AC/TV/Washing Machine/Refrigerator/Ovens)Instant ( max of 48 hrs )Same day of escalation ( max of 24hrs )Apologise to the customer & assure the issue will be reviewed & resolved on priority. Gather all the required data from the customer on the order placed . Inform the customer on the TAT.Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amountNA

Did not receive product even status showed delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD)5-6 working days24 – 48 HoursEmpathise and assure the issue will be addressedRefund if POD is not produced. If POD is produced and still customer claims not recd & case is becoming unmanageble. Upto Rs.300 process refund. Above Rs.300 talk to categoryInternal hit if POD is produced and we still refund. If POD not produced debit courier (for LMD) and debit merchant (for Non LMD)

Wrong Product Delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of productProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD)5-6 working days24 – 48 HoursConvince 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.100 whichever is lower. There is no return / reverse pickpolicy in CFL / LED. So customer gets to keep the product and we issue partial refund

Incomplete product delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of productProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD)5-6 working days24 – 48 HoursEmpathise and assure the issue will be addressed. Check with customer in case package was received in good or tampered condition. In case of tampered condition then alert fulfillment team as it might be a case of courier mis-handling the product for courier debit. Refund on pro-rata basis.give refund on prorata basis max 100debit courier or merchant depnding whose mistake it is

Fused / Stopped Working / dim light?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of productHome Category5-6 working days24 – 48 HoursNo revrse only replacement or cash backCFL – 15 Day replacement from date of delivery. No reverse pickup in any case.
LED – Partial / Full refund depending on nature of complaint – Partial value –  25% max 200 whichever is lower
debit merchant for refund amount given

Wrong MRP Issue?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (clear image of MRP violation will be needed)Home Category72 hours24 – 48 HoursWe 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.

Promo code not applied on Order?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDHome Category72 hours24 HoursWe 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 CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDHome Category72 hours24 HoursWe 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

Did not receive product even though status shows delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD5-6 working days24 HoursEmpathise and assure the issue will be addressedRefund if POD is not produced. If POD is produced and still customer claims not recd & case is becoming unmanageble. Upto Rs.300 process refund. Above Rs.300 talk to categoryInternal hit if POD is produced and we still refund. If POD not produced debit courier (for LMD) and debit merchant (for Non LMD)

Wrong Product Delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product & validity period – 15 days from date of deliveryProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD7-10 days in case of reverse pick up requirement24 HoursEmpathise and assure the issue will be addressed. Check with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 25% or Rs.250 whichever is lower)If customer is willing to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. If product was recieved in tampered condition, alert FF team as it might be a case of courier mis-handling for courier debit. If the product is <200, initiate refund without reverse pick up post approval from CS Head and debit from merchant payout. If >200, initiate reverse pickup, alert FF team to arrange for reverse pick up and refund customer once reverse pick up of item is confirmed (for LMD) Instruct finance to debit merchant including reverse pick up cost. Max cash back for settlement – Rs.250 or 25% whichever is lower

Incomplete product delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product & validity period – 15 days from date of deliveryProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD5 working days to ship and deliver the missing product24 HoursEmpathise and assure the issue will be addressed. Check with customer in case package was received in good or tampered condition. In case of tampered condition then alert fulfillment team as it might be a case of courier mis-handling the product for courier debit. check with customer what do they want – partial refund for products not received or willing to wait a few days more for receiving the missing products. In case of refund take an approval from CS head and process. In case of customer wants the missing product then alert ff team to arrange for replacement product. There might be a case of product not being available with merchant in which case a partial refund needs to be processed. Partial refund amount to be pro-rata of Sell Price for missing item where sell price is known. In case sell price of missing item is unknown (case of freebie etc) – max amount to be Rs.250Either partial refund or shipment of missing products to customer. If its courier issue then advice courier debit and if its merchant issue then advice merchant debit

Damaged product delivered – major damages (packaging damage not covered)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product & validity period – 15 days from date of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD7-10 days in case of reverse pick up requirement24 HoursCheck with customer whether package was recd in damaged or proper condition. In case package was damaged then most probably its courier issue. Check whether item value is <200 or >200. If <200 – process refund after CS head approval and debit courier or merchant depending on the case. If >200 ask customer replacement or refund. Push for refund if possible. Process refund after reverse pick confirmation if customer has gone for refund and debit merchant or courier. If customer wants replacement – then post item is back with merchant ask merchant to send a replacement and co-ordinate with fulfillment. No debit to merchant in case replacement is offered and honoured.Initiate return and refund entire amount or place a replacement order from CS panel once product has been picked up (in case product is >200 in value). In case product value is <200 – refund to customer without initiating return / reverse pick. Instruct finance team to debit merchant or courier

Damaged product delivered – minor damages (packaging damage not covered)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product & validity period – 15 days from date of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD7-10 days in case of reverse pick up requirement24 HoursCheck with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 25% or Rs.250 whichever is lower). If customer is not ok with product then process partial refund basis CS Head approvalIf customer is willing to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. If customer is not ok with the product initiate reverse pick up process with fulfillment in case product is >Rs.200 in value and provide refund / replacement once reverse pick is confirmed. If product is <200 in value then tell issue a refund to customer and advice finance to debit from merchant payout

Partially Damaged?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product & validity period – 15 days from date of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD7-10 days in case of reverse pick up requirement24 HoursOffer partial refund. Partial refund amount to be pro-rata of Sell Price of damaged item where sell price is known. In case sell price of missing item is unknown (case of freebie etc) – max amount to be Rs.250. Please do not initiate reverse pick in any case in such conditions

Did not like the end product (bad quality / not as seen on website )?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product & validity period – 15 days from date of deliveryHome Category72 hours24 HoursCheck whether item value is <200 or >200. Process refund without reverse pick for items <Rs.200 basis CS head approval. For items >200 initiate reverse pick and process refund once reverse pick confirmation is had from LMDInitiate return and refund entire amount or place a replacement order from CS panel once product has been picked up (in case product is >200 in value). In case product value is <200 – refund to customer without initiating return / reverse pick. Hit to be borne by Paytm as this is an expectation mismatch issue and no fault of merchant or courier

Wrong MRP Issue?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (clear image of MRP violation will be needed)Home Category72 hours24 HoursWe 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.

Promo code not applied on Order?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDHome Category72 hours16 hoursWe 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 CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDHome Category72 hours16 hoursWe 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

Did not receive product even status showed delivered?

First response to CustomerCustomer ClosureInternal Closure
Empathise and assure the issue will be addressedRefund if POD is not produced. If POD is produced and still customer claims not recd & case is becoming unmanageble. Upto Rs.300 process refund. Above Rs.300 talk to categoryInternal hit if POD is produced and we still refund. If POD not produced debit courier (for LMD) and debit merchant (for Non LMD)

Wrong Product Delivered?

First response to CustomerCustomer ClosureInternal Closure
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

Incomplete product delivered?

First response to CustomerCustomer Closure
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 <200, initiate refund post approval from CS Head. If >200, try and close the case with offering CB. Alert FF team to check with merchant and if merchant’s error, alert finance for merchant debit. CB – 25% max 250

Damaged product delivered?

First response to CustomerCustomer Closure
Check with customer whether package was recd in damaged or proper condition. Check whether item value is <200 or >200. Refund if <200.Initiate return and refund entire amount once reverse pick has been confirmed for items >200. No replacement offered. For items <200 – refund without reverse pick. Debit merchant or courier depedning on whose fault it is

Did not like the end product (bad quality / not as seen on website )?

First response to CustomerCustomer Closure
Check with customer whether package was recd in damaged or proper condition. Check whether item value is <200 or >200. Refund if <200.Initiate return and refund entire amount once reverse pick has been confirmed for items >200. No replacement offered. For items <200 – refund without reverse pick. Debit merchant or courier depedning on whose fault it is

Wrong MRP Issue?

First response to CustomerCustomer ClosureInternal Closure
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.

Promo code not applied on Order?

First response to CustomerCustomer Closure
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?

First response to CustomerCustomer Closure
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

Did not receive product even status showed delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD24 – 48 Hrs12 HrsEmpathise and assure the issue will be addressedRefund 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)

Wrong Product Delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of productProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD24 – 48 Hrs12 HrsConvince 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

Incomplete product delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of productProof of dispatch and Proof of deliveryLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD24 – 48 Hrs12 HrsEmpathise 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

Damaged product delivered?

Order ID, Invoice, Image of productLogistics Team + Home Category (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD24 – 48 Hrs12 HrsCheck 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

Wrong MRP Issue?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (clear image of MRP violation will be needed)Home Category24 – 48 Hrs12 HrsWe 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.

Promo code not applied on Order?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure
Order IDHome Category24 – 48 Hrs12 HrsWe 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 CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDHome Category24 – 48 Hrs12 HrsWe 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

Did not receive product even though status shows delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (multiple images will be needed)Proof of dispatch and Proof of deliveryLogistics Team (in case of LMD) and Logistics team + Home Category + Merchant (in case of Non LMD)7 working days16 hoursEmpathise and assure the issue will be addressedRefund if POD is not produced.Internal hit if POD is produced and we still refund. If POD not produced debit courier (for LMD) and debit merchant (for Non LMD)

Wrong Design Delivered (different design / different color )?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product & Validity – 15 days from date of deliveryRajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan2-3 weeks for reverse pickup12 hoursEmpathise and assure the issue will be addressed. Check with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 10% or Rs.200 whichever is lower)If the customer comes after replacement SLA breach then refund to the customerDebit the merchant and highlight if similar case comes again and again

Wrong Product Delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (multiple images will be needed)Rajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan and fullfilment for checking the mistake if shipment was wrong2-3 weeks12 hoursEmpathise and assure the issue will be addressed. Check with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 10% or Rs.200 whichever is lower)If customer is willing to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. If product was recieved in tampered condition, alert FF team as it might be a case of courier mis-handling fdebit merchant

Incomplete product delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (multiple images will be needed)Proof of dispatch and Proof of deliveryRajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan2-3 weeks to ship and deliver the missing product12 hoursEmpathise and assure the issue will be addressed. Check with customer in case package was received in good or tampered condition. In case of tampered condition then alert fulfillment team as it might be a case of courier mis-handling the product for couriEither partial refund or shipment of missing products to customer. If its courier issue then advice courier debit and if its merchant issue then advice merchant debitDebit the merchant and highlight if similar case comes again and again

Damaged product delivered – major damages (torn / stained color etc)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (multiple images will be needed)Rajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan2-3 weeks12 hoursCheck with customer whether package was recd in damaged or proper condition. In case package was damaged then most probably its courier issue. Check whether item value is <500 or >500. If <500 – process refund after CS head approval and debit courier or mInitiate return and refund entire amount or place a replacement order from CS panel once product has been picked up (in case product is >500 in value). In case product value is <500 – refund to customer without initiating return / reverse pick. InstructDebit the merchant and highlight if similar case comes again and again

Damaged product delivered – minor damages (loose stiches / zip of cushion cover not proper etc)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (multiple images will be needed)Rajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan7 working days12 hoursCheck with customer in case he/she is okay with the product or not. Offer additional cash back % if required to close it. (max 10% or Rs.500 whichever is lower). If customer is not ok with product then process partial / full refund basis CS Head approvalIf customer is willing to accept product as is then credit additional cash back % as agreed and inform finance to debit this from merchant payout. If customer is not ok with the product initiate reverse pick up process with fulfillment in case product isDebit the merchant and highlight if similar case comes again and again

Did not like the end product (bad quality / not as seen on website / expectation mismatch issues / color fade after 1st wash etc)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (multiple images will be needed)Rajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan7 working days12 hoursCheck whether item value is <500 or >500. Process refund without reverse pick for items <Rs.500 basis CS head approval. For items >500 initiate reverse pick and process refund once reverse pick confirmation is had from LMDInitiate return and refund entire amount or place a replacement order from CS panel once product has been picked up (in case product is >500 in value). In case product value is <500 – refund to customer without initiating return / reverse pick. Hit to beDebit the merchant and highlight if similar case comes again and again

Wrong MRP Issue?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Invoice, Image of product (clear image of MRP violation will be needed)Rajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan5 working days12 hoursWe 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.

Promo code not applied on Order?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDRajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan72 hours16 hoursWe 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 CustomerRequirement from Logistics team / Pickup Team / Vendor (in case of Vendor Self Shipping)Mail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDRajesh Iyer/Shagun MadanRajesh Iyer/Shagun Madan72 hours16 hoursWe 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

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

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID, InvoiceNANAInstant12 hoursAsk Customer, to share the upfront details, and let him/ her know that we do not have a refund policy and replacement occurs only in case of damage productsProduct replacement to be processed only in case of damage / defective product .

Wrong Book delivered(Different product delivered )?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send the correct book as needed by the cutomer . In case the book is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200Instruct 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).Max 20% CB

Damaged / Shop Spoiled on Arrival?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send the correct book as needed by the cutomer . In case the book is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200Instruct 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).Max 20% CB

Used Book Delivered?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send the correct book as needed by the cutomer . In case the book is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200Instruct 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).Max 20% CB

Wrong Format / edition delivered ( Hardback delivered instead of paperback and vice versa)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send a fresh book as per the customer requirement . In absence of a fresh copy of book , try and convince the customer to keep the book delivered to himInstruct 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).Max 20% CB

Freebie not recievecd(Eg:Free CD not received )?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order IDBooks CategoryBooks CategoryWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send the freebie .Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penaltyMax 20% CB

Wrong MRP Issue?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , Image (back of the book , where the MRP is written ) & Invoice copyBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityRefund the difference between the purchase price on which the customer bought the book and the new purchased price which would be updated post the MRP correctionInstruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penaltymerchant should be able to upload soft copy of invoice on panelMax 20% CB

Difference in MRP?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID & screen shot of the website showing different MRPBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce 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 basisMax 20% CB

Wrong Specifications (to what is mentioned on website)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID, ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityRefund some small amount (15% 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.Max 20% CB

Fake product or pirated copy?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID
Images of the product (clearly reflecting that the product is copy of original)
Books CategoryBooks CategoryWe are extremely sorry for the inconvenience caused . Please share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send a fresh book as per the customer requirement (case escalated to category team). In absence of a fresh copy of book , refund the customer.Instruct finance team to hold/reverse payment for the particular order ID and category team – delist the seller with immediate effects

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

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID, InvoiceNANAInstant12 hoursAsk Customer, to share the upfront details, and let him/ her know that we do not have a refund policy and replacement occurs only in case of damage productsProduct replacement to be processed only in case of damage / defective product .

Wrong product delivered(Different product delivered )

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send the correct product as needed by the customer . In case the product is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200Instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (3.03% of order value).Max 20% CB

Damaged on Arrival

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send the correct product as needed by the customer . In case the product is OOS full refund should be given .Initiate reverse pickup in case MRP is > 200Instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (3.03% of order value).Max 20% CB

Used product Delivered

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce 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 > 200Instruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (3.03% of order value).Max 20% CB

Wrong Format / edition delivered ( 2011 edition delivered instead of 2014 edition)

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send a fresh product as per the customer requirement . In absence of a fresh copy of product , try and convince the customer to keep the product delivered to himInstruct finance team to hold/reverse payment for the particular order ID and to levy a penalty on the merchant for the particular order ID. (3.03% of order value).Max 20% CB

Freebie not received(Eg: Free CD not received )

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order IDBooks CategoryBooks CategoryWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce the details asked are shared by customer , verify if correct . Post verification , arrange to send the freebie .Instruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penaltyMax 20% CB

Wrong MRP Issue

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID , Image (ba where the MRP is written ) & Invoice copyBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityRefund 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 correctionInstruct finance team to debit the settlement amount from merchant against the order ID. + 3% from merchant as penaltymerchant should be able to upload soft copy of invoice on panelMax 20% CB

Difference in MRP

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID & screen shot of the website showing different MRPBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityOnce 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 basisMax 20% CB

Wrong Specifications (to what is mentioned on website)

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order ID, ImageBooks CategoryBooks Category12 hoursWe are extremely sorry for the inconvinience caused . Pls share your Order ID along with the image of the product delivered to you .We are working on getting this resolved on priorityRefund some small amount (15% 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.Max 20% CB

Promo code not applied on Order

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order IDBooks Category12 hoursWe 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 amountMax 20% CB

Promo code applied on Failed order not on Successful order

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarksCB%
Order IDBooks Category12 hoursWe 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 amountMax 20% CB

Got a better deal?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment HelpdeskInstant12 HrsAsk Customer, to share the upfront details, and let him/ her know that we don’t accpet return or refund in this caseProduct 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 categoryReturn policy of no question ask need to be changed and only for damaged/defective/wrong product

Wrong Product Delivered (Different Color)?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsThere 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageWeight required in case of nurition productsSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 penaltymerchant should be able to upload soft copy of invoice on panel

Warranty Issues?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageWeight required in case of nurition productsSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 pickedIf courier packaged found tampered, then debit the courier partner else debit the merchant.

Product Expiry Issues?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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 pickedIf 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 CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product Images, Invoice, Box ImageSports CategorySports Category, Fulfillment Team, Fulfillment Helpdesk72 Hrs24 HrsWe 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

Product received with damaged packaging/Seal Open?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product Image (breakage should be visible)
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history, Initiate refund to the customer after inspecting the photo

Visibly defective or spoilt product with sealed packaging?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product Image (breakage should be visible).
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursInitiate refund to the customer after inspecting the photo

Visibly defective or spoilt product with open packaging?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product Image (breakage should be visible).
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history, initiate refund to the customer after inspecting the photo

Expired product received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product Image (mfg date and shelf life should be visible).
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursPost inspection of the photo, initiate return and refund the customer

Wrong product received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product image
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursCheck with customer if willing to accept, else initiate return and refund the customer

Higher MRP product received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product image (with MRP visible)
  3. Invoice
  4. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursPost inspection of the photo, offer the customer cashback of the difference of the amount

Fake product?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product image (with mfg date visible).
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursVerify Customer history and Initiate return and refund once product picked

Empty box received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Packaging photo.
  3. After all above is done, take action accordingly(if required)
Fulfillment Helpdesk, FulfillmentFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history and refund the customer

Specifications not matching portal description?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. product photo.
  3. After all above is done, take action accordingly(if required).
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursPost inspection of photo and portal, try to convince customer to retain product, then offer 5% cashback or finally refund.

Promo code not applied on order?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation Points(TAT of reply from each team in hrs.)TAT for Closure Decision( Hrs/ days)Customer Closure
Ask customer to share the Order idFMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursGet it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount.

partial product?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. product pictures/ Packing pictures (probing that package was tempered or not)
  3. After all above is done, take action accordingly(if required)
Fulfillment Helpdesk, FulfillmentFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursLogistics will reply regarding the re-dispatch of the remaining product or refunding the amount with cap or actual price of missing product

did not like the product. Bad quality not as seen on the website?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. product pictures
  3. After all above is done, take action accordingly(if required).
Reverse Team/Outbound callingFMCG Category,Reverse Team/Outbound calling(TAT 16 hours for response from the concerned team).72 hoursReverse team will get the calling done from the outbound team to retain the product as we have a cap amount upto 500 (depending upon product price) or they are initiating full refund against the order.

Got a better deal?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation Points(TAT of reply from each team in hrs.)TAT for Closure Decision( Hrs/ days)Customer Closure
This reason for this section will not be entertained.This reason for this section will not be entertained.This reason for this section will not be entertained.This reason for this section will not be entertained.This reason for this section will not be entertained.

Broken product received with inner packaging intact?

Upfront requirement from Customer and First Response to the CustomerMail Addressed toEscalation 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. Product Image (breakage should be visible)
  3. After all above is done, take action accordingly(if required).
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history, Initiate refund to the customer after inspecting the photo

Broken product received with inner packaging also damaged?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product Image (breakage should be visible)
  3. After all above is done, take action accordingly(if required).
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history, Initiate refund to the customer after inspecting the photo

Product intact with inner packaging damaged?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product Image (breakage should be visible).
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history, Negotiate with the customer to retain the product or offer 5% cashback or initiate return

Product intact, inner packaging intact, outer packaging damaged?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product Image (breakage should be visible).
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history, negotiate with the customer to retain the product or offer 5% cashback

Wrong product received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product image
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursCheck with customer if willing to accept the product with the proposal for difference in amount, else initiate return and refund the customer

Lower MRP product received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product image (with MRP visible)
  3. Invoice.
  4. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursPost inspection of the photo, offer the customer cashback of the difference of the amount

Expired product received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product image (with mfg date visible).
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursPost inspection of the photo, and refund the customer

Fake product?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product image (with mfg date visible)
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursVerify Customer history and Initiate return and refund once product picked

Empty box received?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Packaging photo
  3. After all above is done, take action accordingly(if required)
Fulfillment Helpdesk, FulfillmentFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursVerify customer history and refund the customer.

Specifications not matching portal description?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product photo
  3. After all above is done, take action accordingly(if required)
FMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hoursPost inspection of photo and portal, try to convince customer to retain product, then offer 5% cashback or finally initiate return and refund

Promo code not applied on order?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation Points(TAT of reply from each team in hrs.)TAT for Closure Decision( Hrs/ days)Customer Closure
Ask customer to share the Order idFMCG CategoryFMCG Category(TAT 16 hours for response from the concerned team).72 hours

Partial product?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. Product pictures/ Packing pictures (probing that package was tempered or not)
  3. After all above is done, take action accordingly(if required)
Fulfillment Helpdesk, FulfillmentFMCG Category, Fulfillment Helpdesk, Fulfillment(TAT 16 hours for response from the concerned team).72 hoursLogistics will reply regarding the re-dispatch of the remaining product or refunding the amount with cap or actual price of missing product

Did not like the product. Bad quality not as seen on the website?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. product pictures
  3. After all above is done, take action accordingly(if required)
Reverse Team/Outbound callingFMCG Category,Reverse Team/Outbound calling(TAT 16 hours for response from the concerned team).72 hoursReverse team will get the calling done from the outbound team to retain the product as we have a cap amount upto 500 (depending upon product price) or they are initiating full refund against the order.

Got a better deal?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation Points(TAT of reply from each team in hrs.)TAT for Closure Decision( Hrs/ days)Customer Closure
This reason for this section will not be entertained.We will follow the Return PolicyWe will follow the Return PolicyWe will follow the Return PolicyWe will follow the Return Policy

Seal open?

Upfront requirement from Customer and First Response to the Customer Mail Addressed toEscalation 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. product pictures with date of mfg.
  3. After all above is done, take action accordingly(if required)
FFHDFMCG Category,Reverse Team/Outbound calling(TAT 16 hours for response from the concerned team).72 hoursVerify customer history, Initiate refund to the customer after inspecting the photo

City not serviced?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, City Name of CustomerNA (No returns)NANAImmediateImmediateCheck the description of the product on the Paytm website, check which cities can be delivered and accordingly let customer know – “it was mentioned in the description, we don’t deliver to your city”Cutomer gets refund as the order would be cancelledCutomer gets refund as the order would be cancelled

Damaged/Broken/Defective?

Upfront Requirement From CustomerRequirement from Logistics team / Pickup TeamMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal ClosureRemarks
Order ID, Product ImagesNA (No returns)Gift CategoryGift Category72 hours16 hoursWe 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 upIf 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 24 hours of delivery

Product Inquiry – Routes and availability

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Route and bus selectedPartners(Address to partners if CST is not able to answer ) Partners24 hoursInstant resolution within 30 mins by CST . If issue is complex and escalated to partners then TAT is 12 hrs.Empathise and assure the issue will be addressedPrashant & Team will co-ordinate with partner and provide detail to customerEmail to operator or phone call to SPOC

Unable to select Bus

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Route and bus selectedHimanshuHimanshu/Prashant24 hours12hrsEmpathise and assure the issue will be addressedHimanshu/Prashant resolve this from back endEmail to Himanshu/Prashant

Unable to proceed to pay

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Route and bus selectedHimanshu/ Prashant & team will investigateHimanshu/Prashant6 hoursWithin 2 to 3 hrs from the reporting timeEmpathise and assure the issue will be addressed.
Advise customer to try after 1 hour or so.Empathise and assure the issue will be addressed.
Advise customer to try after 1 hour or so.
Himanshu/Prashant will figure outE-mail to Himanshu/Prashant

Issues filling passenger details

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Field detailHimanshuHimanshu/Prashant24 hoursWithin 2 to 3 hrs from the reporting timeEmpathise and assure the issue will be addressedHimanshu will figure out and fix E-mail to Himanshu/Prashant

Insufficient bus details from data providers (like arrival time, cancellation policy etc missing)

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Route and bus selectedPrashant & teamPrashant & TeamImmediateImmediateEmpathise and assure the issue will be addressedPrashant & Team will co-ordinate with partners and provide detail to customerEmail to operator or phone call to SPOC

Data provider API down

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Route and bus selectedData providers – Abhibus, RedbusPartners1 Hr1HrEmpathise and assure the issue will be addressed.
Advise customer to try after 1 hour or so.Empathise and assure the issue will be addressed.
Advise customer to try after 1 hour or so.
Prashant & Team will co-ordinate with partnersEmail to operator or phone call to SPOC

Payment

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Payment mode used, Route and bus selectedPrashant & team will investigatePrashant & Team24 hours12hrsCheck whether item value is >9000. If its more than 9000 than ask customer to split number of passengers and perform 2 transactionsWallet Up gradation is option. If customer will deny for split transaction due to cash back benefit then we can provide cash back benefit to customer and convey for split transactionE-mail to Wallet upgradation team in case of limit enhancement Or, For cash back Prashant

Promo code not working

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Promo code, Route and bus selectedMerchant / fulfillment team and category team/PrashantMerchant / fulfillment team and category team/Prashant48 hours2 to 3 hrs Escalate to merchant / fulfillment team and category team. We will resolve it on immediate basis.E-mail to Merchant / fulfillment team and category team/Prashant

Cashback

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Promo code, Order IDMarketplace teamMerchant / fulfillment team and category team/Prashant2 to 3 hrs 2 to 3 hrs Escalate to merchant / fulfillment team and category team. Get it verified whether the customer tried to apply the promo code also or not. Prashant & Team can credit cash back

Transaction Limit

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Number of passengers, Route and bus selectedWallet Upgradation Team/PrashantWallet Team/Prashant1 week12hrsCheck whether item value is >9000. If its more than 9000 than ask customer to split number of passengers and perform 2 transactionsCustomer should be able to book ticket in multiple transactions( Wallet up gradation is option)E-mail to Wallet upgradation team in case of limit enhancement Or, For cash back Prashant

How to register?

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
InstantN/AProvide all steps on how can he register on our websiteSame as First responseN/A

All cases where our wallet is used on 3rd party websites.

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberOperations teamTo check in detailed transaction details and provide resolution72 hoursN/AAsk customer to wait for 72 hours Will provide resolution to customer as received from operations team.N/A

How to recharge on Paytm usning Paytm cash?

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
InstantN/AProvide all steps on how can he recharge on our websiteSame as first ResponseN/A

How to change Email address/Mobile Number?

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
InstantN/AProvide all steps on how can he change his email address on paytmSame as first ResponseN/A

How to recharge on Paytm?

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
InstantN/AProvide all steps on how can he recharge on our websiteSame as first ResponseN/A

Password reset request.

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
InstantN/AProvide customer with all steps to reset his passwordSame as first ResponseN/A

Recharge getting failed continously.

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberOperations teamTo check with operator/IN team for reason of continous failure72 hours48 hoursAsk customer to wait for 72 hours Give proper information to the customer with the reasons of why he was unable to recharge his numberTo remove that recharge plan if outdated

Customer unable to verify his account.

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Registered Email address/Registered numberOperations teamTo coordinate with OAUTH team for the reason72 hours48 hoursAsk customer to wait for 72 hours Inform customer that issue has been resolved now and he will be able to verify his account nowN/A

Customer unable to change his password.

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Registered Email address/Registered numberOperations teamTo coordinate with OAUTH team for the reason72 hours48 hoursAsk customer to wait for 72 hours Inform customer that issue has been resolved now and he will be able to receive his password nowN/A

Promocode not working.

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge number and name of the promocodeOperations teamTo check at backend about the reason why promocode is not working72 hours48 hoursAsk customer to wait for 72 hours Inform customer that promcode will be working nowReactivate promocode (if Applicable)

Recharge Failed.

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer that amount has been refunded in his paytm walletSame as first ResponseTo make sure that amount is available in his paytm wallet

Recharge Pending (Amount<255, Recharge time<2 hours).

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer that amount has been refunded in his paytm walletSame as first ResponseRefund amount in customer paytm wallet

Recharge Pending (Amount>255)

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer that recharge is in pending state and he will be informed via SMS as soon as it’s successful/failed)Same as first ResponseN/A

Recharge Showing success (but recharge not delivered) (Stage 1)

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer that recharge is successfully delivered along with operator reference number and he may get in touch with operator customer care if not receivedSame as first ResponseN/A

Recharge Showing success (but not delivered) (Stage 2: When customer comes back after discussing with operator)

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberOperations teamTo coordinate with operator and get final status72 hours48 hoursInform customer that we are coordinating with operatorProvide final status of the recharge to customerTo refund to amount in paytm wallet (If recharge is failed)

Reversal Transactions (All transactions where we received initial status of transaction as Success but later on confirmed as failed by operator)Reversal Transactions (All transactions where we received initial status of transaction as Success but later on confirmed as failed by operator)

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer that his amount is now refunded in his paytm cash walletSame as first ResponseMark IN as failure and refund amount in customer paytm wallet

Payment Failure (Scenario 1: Where Paytm receive amount after running status check query)

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer that his amount is now refunded in his paytm cash walletSame as first ResponseTo check status by running status check query and refund the amount in customer’s paytm wallet

Payment Failure (Scenario 2: When Paytm does not receive customer’s amount)

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberOperations teamTo coordinate with the bank and confirm about status of the payment72 hours48 hoursRequest screenshot of the customer’s bank statementTo provide him final status of the payment obtained from operations teamN/A

Wrong number recharged

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer to coordinate with operator as we cannot reverse payment in such casesSame as first ResponseN/A

Wrong plans (Where different benefits are being received by customer than desired)

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberOperations teamTo check all plans on our website and provide resolution72 hours48 hoursAsk customer to wait for 72 hours To refund the amount in case if plan is outdated on our website and inform customer about itMake changes in recharge plans being uploaded on our website

Paytm cash used and customer doesn’t know

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberInstantN/AInform customer that he has already used his paytm cash along with all information about the order against which amount has been usedSame as first ResponseN/A

Fraud cases reported by customer

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
User’s Card number along with bank statementOperations teamTo check at backend and provide CST will all information like, how much of amount can be refunded back to customer and details of all of the transactions which are being done on Paytm72 hours48 hoursAsk customer to wait for 72 hours Will provide Customer will all information like, how much of amount can be refunded back to his bank account and details of all of the transactions which are being done on PaytmBlock fraud account

Blocked account reported by customer

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Registered Email address/Registered numberOperations teamTo check that why account was blocked along with reason72 hours48 hoursAsk customer to wait for 72 hours Unblock customer’s account and inform customer via emailUnblock customer’s account

Coupons not working

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge number and name of the couponOperations teamTo check at backend about the reason why coupon is not working72 hours48 hoursAsk customer to wait for 72 hours Inform customer that Coupon code will be working nowN/A

Delay in refund to bank

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberOperations teamTo coordinate with bank regarding delay in refund in customer’s bank account72 hours48 hoursAsk customer that we are coordinating with bank and it may take 48-72 hoursInform customer on when can he expect refund in his bank accountN/A

Request to transfer to bank account

Upfront Requirement From CustomerEscalated toRequirement from Operations/Finance teamTAT for Closure DecisionTAT for reply by operations/Finance teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID/Email address/Registered number/Recharge numberFinance teamTo initiate NEFT in customer’s bank account72 hours48 hoursTo collect all NEFT details along with photocopy of a void checkInform customer that request for amount transfer has been initiated and it will take 3-21 days to reach in his bank accountDeduct amount from customer’s wallet

Status Pending/Acknowledgment

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDMarketplace teamHimanshu Kansal/PrashantImmediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.Immediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.
2 to 3 hrs Ask customer to check status after one hour as sometimes the status takes time to update. Make sure that status gets confirmed.E-mail to Himanshu/Prashant

Payment deducted & stuck at PG( We are not able to send amount to operator) PG success but IN not initiated.

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Payment modePG teamPG team48 hoursWithin 12 hrsEmpathise and assure the issue will be addressedFollow up with PG team to ensure that the team is reported on why the transaaction failedPG team

Bus ticket itinerary not delivered.

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDHimanshuHimanshu Kansal/PrashantImmediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.Immediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.
2 to 3 hrs Empathise and assure the issue will be addressedResend notification through merchant panel and ensure that customer receives the itineraryE-mail to Himanshu/Prashant

PG failure.

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Payment modeMarketplace teamHimanshu Kansal/PrashantImmediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.Immediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.
2 to 3 hrs Empathise and assure the issue will be addressedIf payment is deducted and no ticket booked, initiate refund to the customer as per the turnaround time mentionedE-mail to Himanshu/Prashant

Unable to cancel

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID1)Prashant & team . 2)If API related issues then Partners Prashant & Team/ PartnersImmediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.Immediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.
Prashant & team will take instant action . 2) Partners may take 24 hrs to respondAsk customer to check cancellation policy on the itinerary shared. Empathise and assure the issue will be addressedFollow up with data providers escalation matrix to ensuret that ticket is cancelled if cancellation policy allow. Prashant & Team coordinate with partners

Cash back not credited

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Promo code usedPrashant & team will check the issuePrashant & Team24hoursWithin 2 to 3 hrs from the reporting timeEmpathise and assure the issue will be addressedGet it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount
(KYC required for more them Rs.10000. If customer is not agree for KYC then ask for NEFT)
Prashant & Team can credit cash back

Wrong bus details found after booking

Order ID, Actual bus selected – arrival time, bus type, operator name,operator numberMayank/ Prashant/PartnersIf frontend error from our side then escalation matrix is Mayank/Prashant . If error from API then partners are escalation pointImmediate if journey is within 4 hours.
2 hours if journey is more than 4 hours till 24 hours.
12 hours if journey is more than 24 hours till 48 hours.
24 hours if journey is more than 48 hours.
Within 2 to 3 hrs from the reporting timeEmpathise and assure the issue will be addressedFollow up with bus data providers such as Abhibus etc and ensure that accurate /rectified details are provided to the customer
(
Prashant & team coordinate with partners

Cash back pending

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order ID, Promo code usedPrashant & teamPrashant & Team48 hoursWithin 2 to 3 hrs from the reporting timeEmpathise and assure the issue will be addressedGet it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amountPrashant & Team can credit cash back

Refund through RTGS/NEFT

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDPrashant & team will manage issue with F&APrashant & team will manage issue with F&A2 weeks48 hrsEmpathise and assure the issue will be addressedAsk the customer to share his/her NEFT detail Refund through RTGS/NEFT

Cancel request sent to CST but time elapsed for cancellation

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDPrashant & teamVineet Kaul/PrashantImmediate if journey is within 4 hours till 48 hours.
12 hours if journey is more than 48 hours.
Depends on cancellation policy of bus operator
24hrsEmpathise and assure the issue will be addressedSeek approval from function head on refunding the amount as the fault is at Paytm end while responding lateE-mail to Vineet if amount is >2000 . If amount is <2000 then Prashant

Bus operator not accepting Paytm ticket

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDPartnersPartnersImmediateImmediateEmpathise and assure the issue will be addressedFollow up with data providers such as Abhibus etc escalation matrix to ensure that bus operator does not create trouble. Email to operator or phone call to SPOC

Bus operator sold ticket to someone else

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDPartnersPartners24 hours12hrsEmpathise and assure the issue will be addressedFollow up with data providers such as Abhibus etc escalation matrix to ensure that bus operator allows passenger to board his seat as per booking. Done by SPOC

Customer vs Bank

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDPrashant & team Prashant & Team24 hours12hrsEmpathise and assure the issue will be addressedNEFT/Amount Stuck on PGDone by SPOC

Customer vs Paytm

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer ClosureInternal Closure
Order IDPrashant & team Prashant & Team24 hours12hrsEmpathise and assure the issue will be addressedTicket Detail/Bus Detail/operator detail/cash backDone by SPOC

Broken product received /seal open?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order ID, Product Image (breakage should be visibile), billOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Verify customer history, Initiate refund to the customer after inspecting the pics.Debit category

Wrong product received?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order ID,Product image,billOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Proposal to refund the difference in amount after inspecting the customer historyDebit the vendor

Lower MRP product received?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order ID, Product image (with MRP visible), InvoiceOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Post inspection of the photo, offer the customer cashback of the difference of the amount.Generate a new invoice and debit the vendor for cashback

Expired product received?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order ID, Product image (with mfg date visible), billOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Post inspection of the pics to refund the amountDebit the vendor

Fake product?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order ID, Product image (with mfg date visible),billOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Verify Customer history and Initiate refundDebit the category after investigation dlist the merchant and debit the merchant

Empty box received?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order ID, and packaging photo,billOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Verify customer history and refund the customer

Specifications not matching portal description?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order ID and product photo, billOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Post inspection of photo and portal, finally initiate refund

Promo code not applied on order?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order IDOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Get it verified whether the customer tried to apply the promo code also or not. Once verified, refund the cashback amount

Partial product/ short parcel?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
Order Id and product pictures, billOTC category and FFHDOTC category and FFHD24 hours6 hoursWe are extremely sorry for the inconvinience caused to you. Please share the pics of product.Refund the differenceDebit the vendor

Got a better deal?

Upfront Requirement From CustomerMail Addressed toEscalation Point(s)TAT for Closure DecisionTAT for reply by each teamFirst response to CustomerCustomer Closure after probing is completeInternal Closure
This reason for this section will not be entertained.OTC category and FFHDOTC category and FFHD24 hours6 hoursWe will follow the Return PolicyWe will follow the Return Policy