Good after-sales service is one of the most important marketing methods in customer retention, and as the warranty team is part of the after-sales our main goal is to offer the best customer experience by working with our partner to reduce the TAT and to provide the best diagnose/repair service in the region.

A-Ensuring fast and smooth communication between noon and its partners will be the first step in enhancing our customer experience, hence noon warranty team has built a very simple emails flow between the warranty team and our partner the moment the item is on the way to the seller till confirmation of the pickup from the seller's warehouse, these communications will be an open line till the claim is finalized by the seller, and the seller can always reply to these communications if there are any queries, noon warranty has a dedicated team to attend all the seller queries within 24 hours maximum.

What the seller needs to do to ensure the communications are going smoothly:

1- To ensure his contact details and email especially is up to date, if not the same is to be updated immediately

2. The seller is to check his emails regularly to ensure he is on top of his raised claim with noon

3. The seller is to read the emails carefully and check the claim number to differentiate between the claims.

B- Knowking the device's issue will ensure that we will perform the correct diagnose and repair and reduce the repeated claim,

Where is the seller can find the device's issue for the received item?

Noon provide 2 methods for the sellers regarding the device issue:

1-The email communication: once the item is delivered to the seller he will receive a detailed email including all the information about the item and indeed the device's issue

2-The work order document also is a way to check the device's issue, however not all items will come with a work order document, the email always is the best method to know the issues.

Noon also is putting its partner's experience at same level as the customer experience, therefore reducing the penalizing under the sellers accounts is very important, hence we gathered the below guildines that will help in reducing the penalizing for the top refund reasons:

First we must understand the reasons that leads to the refunds:

Seller TAT breached: the sellers might receive many items at once or he will be servicing a lot of claims at the same time, hence knowing the delivery date for each item is the key to avoid the refund under this reason, the agreed TAT is 14 working days from the date of the delivery, moreover at the time of the pickup the seller must ensure to handover the item along with the technical report because our DA associates have been instructed not pick any item without the technical report, missing technical report might also lead to a refund under this category, if the report was not shared within the agreed TAT.

Q: Can the seller request for extension for the TAT if he failed to fulfil the claim within the agreed TAT?

A: This will have a direct impact on the customer experience, its not recommended to extend the TAT, we always urge our partners to fulfil the claim within the agreed TAT.

Seller not reachable: This is also related to the communication and the contact details, therefore ensuring the contact details are up to date and attending the calls are crucial to avoid the refund in this scenario

Repeated claim: this will take us back to the point of knowing the issue because knowing the issue will help in reducing the customer to claim again for the same issue, hence as been discussed we must check either the email communication or the work order to check the issue.