Serviceability process

SELLER WARRANTY PROCESS

• The warranty team will make a maximum of 3 attempts to deliver the item to the seller. We will notify the delivery attempt failure by email after every attempt failure, failing to receive the item in the given SLA will trigger a refund to the customer and the refunded amount will be debited to your account.

• If the seller does not accept the item within these 3 attempts, the item will be sent back to the Warranty Warehouse and will not be re-attempted.

• If the seller's address has changed, the seller must update the same on Seller Lab

• The new address change request will be entertained only for new shipments. The shipment for which already an airway bill number is generated and is in transit, these shipments will follow the available address from the seller.

• Once the item is delivered to the seller, the seller will receive an email within 24 hours from the warranty team confirming the receipt of the item over our confirmation email sent to the seller by the warranty team

• The seller must acknowledge the receipt of the item over our confirmation email sent to them by our team.

• If the seller has any issues related to the claimed item example, locked device/password protected/FMI/ etc. the seller must revert on this issue within 24 hours from the delivery of the items to them.

• Any query/information received from the seller will be attended by the warranty team within 24-48 hours

• The seller is also requested to revert to the query/emails from the warranty team within 24 hours so that we can accordingly support on the next step.

• The seller must diagnose the item within 3 business days of receiving and if the item is found to be a customer misuse, the seller must inform the warranty team within 3 business days along with a Technical report and confirm the item pick update from the seller

• Once this information is received from the seller, the warranty team will arrange the item collection along with the technical report and the same will be sent to the customer along with the return of the item.

• The warranty team will attempt the claim item collection based on seller confirmation only

• The seller must hand over the item along with the Technical report. Items will not be picked from the seller if the technical report is missing.

• Once the seller confirms the item is ready for collection, Noon will make a maximum of 3 attempts to collect the item from the seller within 14 business days SLA from the date of delivery. Failure to do so will result in a refund to the customer and the seller account will be debited for the amount refunded.

• The seller must print two copies of the Technical report. One copy will be handed over to the Warranty item collection delivery associate and the second technical report copy must be signed by the Delivery Associate and the Delivery associate must enter their Noon employee ID or National ID number which will be proof of handover for the sellers.

• This proof of handover will be asked from the seller if there is any dispute. In absence of this proof of handover document, no disputes will be entertained.

• Seller if has any disputes, it must be raised within a maximum of 30 days from the date the refund communication is received by the seller.

• Currently, warranty claim deliveries and pickups are free of charge service provided to our partners and hence the seller must hand over the item to the noon logistics team along with the technical report. There is no drop-off accepted in the Warranty.

• The seller must respond and hand over the item along with the technical report within 14 business days of SLA.

• If the customer requests a technician visit for a bulky item sold by the seller, the warranty team will communicate such requests to the seller in an email.

• The seller must respond to the email within 48 hours and should schedule the technician visit for the claim within 72 hours from the technician visit requested date.

• If the technician visit TAT is breached, the claim will be refunded to the customer and billed to the seller. The warranty team will send a refund communication with the details to the seller.

• All the Branded items will be sent to the Brand authorized service centre for serviceability on behalf of the seller. If the service centre breaches the 14 business days SLA of serviceability, the refund will be billed to the seller as TAT breached.

• Once the item is delivered to the seller, the sellers will receive communications from the warranty team on:

  • 1^st day – informing the details of the claimed item delivered

  • 3^rd working day – asking for the diagnosis update on the claim, if no communication received from the seller

  • 7^th working day – asking for the warranty resolution on the claim, if no communication received from the seller

  • 13^th working day – reminding of the warranty SLA, if no communication received from the seller

  • 15^th working day – refund communication confirmation if SLA is breached if no communication received from the seller

The seller will also be notified once the claim item is collected from the seller.

CURRENT & UPDATE SELLER DETAILS

https://docs.google.com/forms/d/e/1FAIpQLSctQw9ct4bFmpyBN1GgNwJSpy5BHVVO13RfphD2zL3nLkNaqw/viewform

• TAT Breached If the seller failed to repair/replace the warranty claim within 14 business days TAT from the date of delivery, the case will be refunded and billed to the seller under refund reason “TAT breached”. During these 14 business days, the sellers will receive email communications reminding and asking for updates on the claimed item. The warranty team will send an email with the details of the refunds to the Sellers.

• Missing parts/accessories If the customer submits the claim along with the accessories, the same will be sent to the seller. The seller must ensure the claimed item is returned with all the parts and accessories as it was delivered. If any parts/accessories are reported missing by the customer, the warranty team will check on the noon website if the part/accessories are available and add the refund of the same value as noon credits and inform the customer. This refund will be billed to the seller under “Missing Accessories” and the same will be communicated by email to the seller.

• Agreed to Refund/OOS If the Seller has agreed or advised the warranty team to process the Refund for the claimed item which is delivered to the seller, the warranty team will process these cases under refund “Agreed to Refund/OOS”. The warranty seller team will communicate the refund details with the seller by email.

• Rejected the claim If the seller rejects any valid claim under any circumstances when the Warranty team attempts to deliver the item to the Seller, the claim would be going through a refund process and will be billed to the seller under “Rejected the claim”. The warranty seller team will communicate the refund details with the seller by email.

• Closed / Unreachable The warranty team will use the seller information available in Seller Lab under Warehouse tab for the claim item delivery & pickup and the contact information available like email for claim communication and Warehouse details for claim item delivery and pickup. The seller must ensure the information is up-to-date at all given times. If the information is incorrect or if the seller is closed/unreachable over 3 attempts which results in claim delivery/pickup/email failure, the claim will be refunded and billed to the seller. The warranty team will make a maximum of 3 attempts on 3 business days, to deliver and pick the claim item. If the seller is closed/unreachable, the claim will be billed to the seller under “Not reachable” and the warranty team will email the communication to the seller.

• Repeated claim If the customer complains, the item is unrepaired after the issue still persists, the Warranty team will send refund communication with the details to the seller. The customer would be refunded, and the same amount would be billed to the seller. If the customer will complain of the repeated issue within 30 days of RTC (return to customer), then the claim will be refunded and billed to the seller under “Repeated claim”. The warranty team will send the email informing about the refund to the seller. If the customer will complain of the repeated issue post 30 days of RTC (return to customer), then the claim will be picked and sent to the seller. The usual warranty claim process will be followed.

• Goodwill (Accessories)/Goodwill (Price difference)/Goodwill (Compensation)) If the customer raised any warranty claim for any product and the issue is due to the fault of any accessories, the warranty team would refund the accessories of the same value if the accessories value is less than 500 AED in UAE, 500 SAR for KSA and 500 EGP for EGYPT. If the value of the accessories is higher than the above criteria, it will be picked from the customer and sent to the seller as a usual claim. The warranty team will check on the noon website if the accessories are available and add the refund of the same value as noon credits and inform the customer. If not available, we will use the above thresholds country wise and refund them as goodwill compensation. It would be billed to the seller under “Goodwill (Accessories)/ Goodwill (Compensation)/ Goodwill (Price difference)”. The warranty team will email the details of the goodwill to the Sellers.

• Exceptional refund - Claim reaches at seller/Service centre immediately after the warranty expiry date The customer is entitled to claim a warranty at any point of time within the warranty period. If the Customer raises any warranty claim before the warranty period and If an item reaches the seller post-warranty expiry date which resulted in the rejection of claim due to out of warranty, these cases will be billed to the seller. Equal half of the paid price would be billed to the seller and customer experience. The warranty team will email the details of the refund to the Sellers.

• Cross border If an item is sold cross borders and serviceability for the same is not available, the item will be billed under Cross border refund to the seller. The warranty team will email the details of the refund to the Sellers.

• Fake/preactivated/Out of region unit All the Branded items will be sent to the Brand authorized service centre. If the service centre diagnosis report states that the item is fake/pre-activated/out of the region, it will be considered as pre-activated/fake cases which would be billed to the seller under “Fake/Preactivated/Out of region”. The warranty team will email the details of the refund to the Sellers with the technical report given by the Service centre.

• Mising Technical Report Sellers must return the warranty claims items along with a valid, duly signed and stamped technical report. If the seller failed to submit the technical report along with the item, refund would be processed and billed to the seller for the missing technical report. The warranty team will email the details of the refund to the Sellers.

• Seller address changed/not updated Sellers must have their Warranty Warehouse and contact details updated on the Seller Lab. If the warranty claim shipment delivery/pickup is attempted to the seller and the same is unsuccessful on 3 attempts, refund would be processed and billed to the seller for incorrect details updated for Warranty claims. The warranty team will email the details of the refund to the Sellers. The new address change request will be entertained only for new shipments. The shipment for which already an airway bill number is generated and it is in transit, these shipments will follow the available address from the seller. Warranty Team has also shared a link with the sellers to update their Warranty Warehouse and contact details. The seller must ensure this information is filled and up-to-date to avoid missing on after sales serviceability.

• Attempts Exhausted Noon logistics team will make 3 attempts to deliver the item to the seller and once the seller confirms, the claimed item is ready for collection, the logistics team will make 3 attempts to pick up the claim too. However, if the seller does not accept or handover the warranty claim item within these 3 attempts, refund would be processed and billed to the seller for attempts exhausted. The warranty team will email the details of the refund to the Sellers.

• Item/paper not ready Once the seller confirms, the claimed item is ready for collection, the logistics team will make 3 attempts to pick up the item from the seller. However, if the seller does not handover the warranty claim item within these 3 attempts stating the item/paper is not ready, refund would be processed and billed to the seller. The warranty team will email the details of the refund to the Sellers.

• No Drop-off in Warranty Currently, warranty claim deliveries and pickups are free of charge service provided to our partners and hence the seller must handover the item to the noon logistics team along with the technical report. There is no drop-off accepted in Warranty. The noon logistics team will make 3 attempts to pick up the item from the seller. However, if the seller does not handover the warranty claim item within these 3 attempts stating the drop-off, refund would be processed and billed to the seller. The warranty team will email the details of the refund to the Sellers.

• Returned item un-repaired If the seller returns the warranty claim stating the item is repaired however, if this does not match with the quality check or if the customer complains, the item is returned without repair and the issue still persists, the claim will be refunded and billed to the seller. The warranty team will email the details of the refund to the Sellers.

• 3rd claim If the customer claims a warranty thrice for any issue in the item, within the stipulated warranty period, the claim will be refunded and billed to the seller as 3rd claim. The warranty team will send refund communication with the details to the seller.

• Technician Visits If the customer requests a technician visit for a bulky item sold by the seller, the warranty team will communicate such requests to the seller in an email. The seller must respond to the email within 48 hours and should schedule the technician visit for the claim within 72 hours from the technician visit requested date. If the technician visit TAT is breached, the claim will be refunded to the customer and billed to the seller. The warranty team will send refund communication with the details to the seller.

COMMUNICATION - English & Arabic

Hi Partner,

Noon’s success is grounded in our commitment to business integrity and in our consistent implementation of high standards in our service. Everything we do as digital partners must always comply with the laws of the countries we operate in and noon’s policies.

Consequently, we seek your urgent support to apply the warranty process that has been revised in order to grant you maximum support while supporting our customers’ warranty claims.

What’s the process?

1. First, we’ll deliver the defective item to your registered warehouse quickly. If for any reason you weren’t able to receive it, we’ll reattempt the delivery a maximum of three (3) times.

2. Then you’ll have fourteen (14) business days as per the law to repair the item as our customers are eager to resume using their product.

3. All warranty claims communication will be done via email. Please keep an eye on your mailbox as we’ll be reaching out to you for repair status updates.

4. Once the item has been repaired, reply to the main email related to that specific warranty claim, and we’ll arrange a pick-up right away.

5. Upon pick-up, submit the item in an immaculate condition and its technical report which is mandatory for the item validation by noon.

In the event of any breach of the warranty policy, the cost of the item under repair will be debited from your balance.

• Once AFS receives the picked item at WH, the AFS team will change the Zendesk warranty status manually to Serviceability

• AFS will use the Serviceability dashboard by searching the offer code in the dashboard to check the item’s serviceability and claim journey as below:

1. SC available>>B2B shipment SC delivery

   • If a case is picked for SC verification/checks by the escalations team and the item needs to go to SC, AFS will use this dashboard - https://datastudio.google.com/u/0/reporting/9af4d874-ec12-4983-b392-43d8bc06585b/page/uzEkC

   • This dashboard will help the AFS team which SC and location, the item needs to be sent for serviceability

   • AFS will manually select then the Zendesk claim status to – SC N/A_seller available>>B2B shipment Seller delivery

   • And dispatch the item with the DA to the SC location

   • If it’s a B2B shipment, the AFS team will choose B2B shipment from “Shipment Type” and then it will reflect the B2B delivery remarks.

   • "B2B Delivery Remarks".

   • Status:: "AWB deliver creation"

   • Action:: Will be marked automatically Once the AFS team chooses B2B shipment from “Shipment Type” Field and the case will be assigned to Idris under B2B delivery remarks “AWB delivery creation”

   • Status:: "AFS manifest"

   • Action:: Idris to change the B2B delivery remarks to “AFS Manifest” once the AWB is created and the case will be assigned to AFS country spoc for packing.

   • Status:: “In transit delivery"

   • Action:: "AFS team to change the B2B delivery remarks to “In transit delivery" once they handed over the item to the log team.

   • "B2B delivery handover date" field will capture the date automatically once the B2B delivery remarks changed to "in transit delivery"

2. SC N/A_seller available>>B2B shipment Seller delivery

   • if it’s a case picked for Seller serviceability, the AFS will use this dashboard - https://datastudio.google.com/u/0/reporting/d1e6fb0f-134a-461c-8812-2d7780fa606c/page/p_oxxpl6dcrc

   • if as per the dashboard, the Action to be taken says, ‘To be sent to Seller’, then the AFS team will get the seller location and contact information where the item needs to be sent for serviceability

   • AFS will manually select then the Zendesk claim status to – SC available>>B2B shipment Seller delivery

   • And dispatch the item with the DA to the seller location

   • If it’s a B2B shipment, the AFS team will choose B2B shipment from “Shipment Type” and then it will reflect the B2B delivery remarks.

   • "B2B Delivery Remarks".

   • Status:: "AWB deliver creation"

   • Action:: Will be marked automatically Once the AFS team chooses B2B shipment from “Shipment Type” Field and the case will be assigned to Idris under B2B delivery remarks “AWB delivery creation”

   • Status:: "AFS manifest"

   • Action:: Idris to change the B2B delivery remarks to “AFS Manifest” once the AWB is created and the case will be assigned to AFS country spoc for packing.

   • Status:: “In transit delivery"

   • Action:: "AFS team to change the B2B delivery remarks to “In transit delivery" once they handed over the item to the log team.

   • "B2B delivery handover date" field will capture the date automatically once the B2B delivery remarks changed to "in transit delivery"

3. Under refund>>refund validation

   • AFS will use this dashboard - https://datastudio.google.com/u/0/reporting/d1e6fb0f-134a-461c-8812-2d7780fa606c/page/p_oxxpl6dcrc

   • If it’s a case picked for refund or if AFS views on the dashboard, Action to be taken is ‘To be Refunded’, AFS team will select the claim status as:

     • No Seller/SC available – for claims where seller and SC is not available (eg: Joyroom, Onikuma, FitPro, Nintendo etc.)

     • PL Claim – for all Private Label (noon east claims)

   • AFS will manually select then the Zendesk claim status to No Seller/SC available / PL claim and update the ticket comments with the refund billed to and reason for refund.

   • This will auto change the claim status to Under refund>>refund validation and the ticket will get auto-assigned to Shivli Kapoor

• The case will then follow the B2B delivery remarks ticket field

• Whether it’s an AFS DA shipment or B2B logistics shipment, both teams must update B2B Delivery remarks field for the case to move ahead.

• Zendesk claim status must always be ‘B2B Shipment SC Delivery’ (or) ‘B2B Shipment Seller Delivery’ depending on the serviceability selection.

• Post this selection, Zendesk claim status must not be manually changed at Serviceability stage. The Claim status will get auto-updated using B2B delivery remarks.

• This stage will auto-create child ticket with ‘Warranty Seller’ form and the requester of the Warranty Seller form will be picked automatically from ‘Serviceability Email address’ which will be the Seller/SC email address that has been input by the classification team and all the common fields on Warranty Service form and Warranty Seller form will be auto-updated.

• 3 Delivery attempts to the Seller/SC will be made by the DA or Noon logistics team. Hence the SLA will be 3 days

• Explaining below each B2B Delivery remarks automations and process flow:

B2B Delivery Remarks Automations - for Seller/SC deliveries:

1. Status:: "AWB deliver creation"

2. Action:: Will be marked automatically Once the AFS team chooses B2B shipment from “Shipment Type” Field and the case will be assigned to Idris under B2B delivery remarks “AWB delivery creation”

3. Status:: "AFS manifest"

4. Action:: Idris to change the B2B delivery remarks to “AFS Manifest” once the AWB is created and the case will be assigned to AFS country spoc for packing.

6. Status:: “In transit delivery"

7. Action:: "AFS team to change the B2B delivery remarks to “In transit delivery" once they handed over the item to the log team.

9. 1st attempt - seller address change:

   • During the in-transit shipment, if the seller states address is changed for delivery, B2B delivery remarks must be manually changed to 1st attempt - seller address change

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 1st attempt made but the seller delivery address is changed and the 2nd attempt will be made at the new address

   • This will be considered and documented 1st Serviceability delivery attempt done

   • Zendesk Claim Status will remain ‘In transit to SC’ (or) ‘In transit to Seller’ depending on the serviceability selection

10. 1st attempt - seller rejected:

    • During the in transit shipment, if the seller rejects to accept the warranty claim for serviceability and if the item belongs to the same seller then B2B delivery remarks must be manually changed to 1st attempt - seller rejected

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 1st attempt made but since serviceability was rejected, claim will be returned to our Warranty WH and refunded and billed to the seller/SC

    • This will be considered and documented Serviceability delivery attempt done

    • B2B remarks will auto-change to Undeliverable

    • Once B2B remarks is updated to Undeliverable, Zendesk Claim Status will get auto-updated to ‘Undelivered to SC’ (or) ‘Undelivered to Seller’ depending on the serviceability selection

11. 1st attempt - seller Closed/ unreachable:

    • During the in transit shipment, if the seller is closed or unreachable for serviceability claim item delivery, B2B delivery remarks must be manually changed to 1st attempt - seller closed/unreachable

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 1st attempt made but the seller/sc was closed or unreachable and the 2nd attempt will be made

    • This will be considered and documented 1st Serviceability delivery attempt done

    • Zendesk Claim Status will remain ‘In transit to SC’ (or) ‘In transit to Seller’ depending on the serviceability selection

12. 2nd attempt - seller address change:

    • During the 2nd delivery attempt, if the seller states address is changed for delivery, B2B delivery remarks must be manually changed to 2nd attempt - seller address change

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 2nd attempt made but the address is changed and the 3rd attempt will be made at the new address

    • This will be considered and documented 2nd Serviceability delivery attempt done

    • Zendesk Claim Status will remain ‘In transit to SC’ (or) ‘In transit to Seller’ depending on the serviceability selection

13. 2nd attempt - seller rejected:

    • During the 2nd delivery attempt, if the seller rejects to accept the warranty claim for serviceability and if the item belongs to the same seller then B2B delivery remarks must be manually changed to 2nd attempt - seller rejected

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 2nd attempt made but since serviceability was rejected, claim will be returned to our Warranty WH and refunded and billed to the seller/SC

    • This will be considered and documented Serviceability delivery attempt done

    • B2B remarks will auto-change to Undeliverable

    • Once B2B remarks is updated to Undelverable, Zendesk Claim Status will get auto-updated to ‘Undelivered to SC’ (or) ‘Undelivered to Seller’ depending on the serviceability selection

14. 2nd attempt - seller Closed/ unreachable:

    • During the 2nd delivery attempt, if the seller is closed or unreachable for serviceability claim item delivery, B2B delivery remarks must be manually changed to 2nd attempt - seller closed/unreachable

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 2nd attempt made but the seller/sc was closed or unreachable and the 3rd attempt will be made

    • This will be considered and documented 2nd Serviceability delivery attempt done

    • Zendesk Claim Status will remain ‘In transit to SC’ (or) ‘In transit to Seller’ depending on the serviceability selection

15. 3rd attempt - seller address change:

    • During the 3rd delivery attempt, if the seller states address is changed for delivery, B2B deliver remarks must be manually changed to 3rd attempt - seller address change

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 3rd attempt made but the address is changed hence the claim item will return to warranty WH and get refunded to the customer and billed to the seller/SC

    • This will be considered and all 3 Serviceability delivery attempts done

    • B2B remarks will auto-change to Attempt exhausted

    • Once B2B remarks is updated to Attempt exhausted, Zendesk Claim Status will get auto-updated to ‘Undelivered to SC’ (or) ‘Undelivered to Seller’ depending on the serviceability selection

16. 3rd attempt - seller rejected:

    • During the 3rd delivery attempt, if the seller rejects to accept the warranty claim for serviceability and if the item belongs to the same seller then B2B delivery remarks must be manually changed to 3rd attempt - seller rejected

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 3rd attempt made but since serviceability was rejected, claim will be returned to our Warranty WH and refunded and billed to the seller/SC

    • This will be considered and all 3 Serviceability delivery attempts done

    • B2B remarks will auto-change to Attempt exhausted

    • Once B2B remarks is updated to Attempt exhausted, Zendesk Claim Status will get auto-updated to ‘Undelivered to SC’ (or) ‘Undelivered to Seller’ depending on the serviceability selection

17. 3rd attempt - seller Closed/ unreachable:

    • During the 3rd delivery attempt, if the seller is closed or unreachable for serviceability claim item delivery, B2B delivery remarks must be manually changed to 3rd attempt - seller closed/unreachable

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery 3rd attempt made but the seller/sc was closed or unreachable hence the claim item will return to warranty WH and get refunded to the customer and billed to the seller/SC

    • This will be considered and all 3 Serviceability delivery attempts done

    • B2B remarks will auto-change to Attempt exhausted

    • Once B2B remarks is updated to Attempt exhausted, Zendesk Claim Status will get auto-updated to ‘Undelivered to SC’ (or) ‘Undelivered to Seller’ depending on the serviceability selection

18. Attempt exhausted:

    • Once all the 3 delivery attempts are exhausted, B2B delivery remarks will get auto-updated as Attempt exhausted.

    • Once B2B remarks is updated to Attempt exhausted, Zendesk Claim Status will get auto-updated to ‘Undelivered to SC’ (or) ‘Undelivered to Seller’ depending on the serviceability selection

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery attempts exhausted hence the claim item will return to warranty WH and get refunded to the customer and billed to the seller/SC

    • 24 hours SLA will be applied to move the status to Undeliverable

19. Undeliverable

    • If all 3 delivery attempts are exhausted, B2B remarks will get auto-updated to Attempts exhausted followed by Undeliverable

    • Zendesk Claim Status will get auto-updated to ‘Undelivered to SC’ (or) ‘Undelivered to Seller’ depending on the serviceability selection

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item delivery attempts exhausted and the serviceability claim item is now marked undeliverable hence the claim item will return to warranty WH and get refunded to the customer and billed to the seller/SC

    • 24 hours SLA will be applied to move the status to RTO

20. RTO to AFS:

    • Once the shipment is confirmed Undeliverable, B2B delivery remarks must be manually changed to RTO to AFS once the shipment is in transit return to origin i.e. Warranty AFS WH

• Once B2B delivery remarks is marked as RTO to AFS, Zendesk Claim Status will get auto-updated to ‘RTO to AFS SC’ (or) ‘RTO to AFS Seller’ depending on the serviceability selection

• Auto email will be triggered from Warranty Seller form to the Seller/SC informing the failed delivery item is now intransit returning to our Warranty WH.

• DA shipments will get 24 hours SLA while B2B logistics shipments will get 4 days SLA for RTO to AFS

2. B2B at AFS:

   • Once the failed serviceability delivery shipment has reached the warranty WH, B2B delivery remarks must be manually changed to B2B at AFS

   • Once B2B delivery remarks is marked as B2B at AFS, Zendesk Claim Status will get auto-updated to ‘B2B at AFS SC’ (or) ‘B2B at AFS Seller’ depending on the serviceability selection

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing the failed delivery item is now at noon warranty WH and RTV can be claimed by the seller

   • The Zendesk Claim status will again get auto-updated to Under refund>>refund validation and get assigned to Shivli Kapoor for further action

   • 24 hours SLA will be applied to move the status to B2B followed by 24 hours for refund.

"RTO Logistics Remarks"

• "B2B Delivery RTO Requested"

• To be selected by the warranty logistics team once case assigned for RTO, or RTO requested.

• "B2B Delivery RTO Requested Date" This field to capture the date once RTO logistics remarks selected as "B2B Delivery RTO Requested"

Logistics FAKE updates process B2B Delivery Remarks

• At any point if the seller responds to the emails, that the B2B attempts are not true or fake, the serviceability team will add the macro ‘fake update’ accordingly on the Warranty Seller ticket.

• For the 1st such instance, apply macro - ‘B2B remarks_Fake update 1’ followed by 2nd such instance apply macro - ‘B2B remarks_Fake update 2’ followed by 3rd such instance apply macro - ‘B2B remarks_Fake update 3’

• These macros will apply tags on the ticket as - ‘fake_update_1’ ‘fake_update_2’ ‘fake_update_3’

• As soon as ‘fake_update_3’ is added to the Warranty Seller ticket, the Claim Status on the Warranty Seller ticket will be auto-updated as ‘Under refund>>refund validation’ and the Warranty Seller ticket will be auto-solved

• This update will also be done to the corresponding Warranty Service parent ticket and the parent ticket will be assigned to Shivli Kapoor

• The serviceability champ who has worked on the Warranty Seller ticket of adding the fake updates macro, will also update the corresponding Warranty Service ticket with the ticket comments stating 3 fake updates done by B2B reported by the Seller on the Warranty Seller ticket hence claim sent for refund.

• The logistics SPOC’s Mohamed Abdelazim and Ahmed Idris Jaber and AFS SPOC’s Mohamed ElZayat Indra Bhetwal Mohamed Mahroos will have a view of these tags and will report each fake updates to the respective logistics/AFS team and bill the refund to the respective team for doing fake updates

Item under service (Delivered B2B Remarks): (Auto)

• If the item is delivered to the seller/SC, B2B delivery remarks must be manually changed to ‘Delivered’

• Zendesk Claim Status will get auto-updated to Delivered to SC’ (or) ‘Delivered to Seller’ depending on the serviceability selection

• Zendesk claim status will then get auto-updated to ‘Item under service’ on both Parent ticket (Warranty Service form) and child ticket (Warranty Seller form) and both the tickets will get auto-assigned to Mohamed Samir

• Mohamed Samir will make view for each serviceability team member for seller responded so that those cases will be attended by the team

• 14 days SLA will be applied at this stage

• 1st auto-email will be triggered from Warranty Seller form to the Seller/SC informing item is delivered along with Warranty Serviceability terms & conditions and SLA of 14 working days.

• Warranty 2nd Seller communication will be sent on the 4th calendar day i.e. 3rd working day of the seller delivery date -- asking for the diagnose result.

• Warranty 3rd Seller communication will be sent on the 8th calendar day i.e. 7th working day of the seller delivery date -- asking for the warranty resolution updates of the item.

• Warranty 4th Seller communication will be sent on the 14th calendar day i.e. 13th working day of the seller delivery date -- reminding if the claim TAT breach, the claim will be refunded and billed to the seller.

• Warranty 5th Seller communication will be sent on the 16th calendar day i.e. 15th working day of the seller delivery date -- informing the seller about the claim TAT is breached and the claim is refunded and billed to the seller.

• Until the ticket is open, the automated seller communications will continue. The auto communications will only stop once the Warranty Seller claim ticket is solved

• Serviceability Team will not close the ticket even if the seller has responded on the resolution and item collection coz the B2B Pickup remarks emails will be triggered on the same Warranty Seller ticket and it will auto-solve once either item is collected or failed.

• If the seller has responded with a resolution, the serviceability team will update the parent ticket (Warranty Service) by applying a macro named “Warranty item ready for collection from seller/sc” and update the parent ticket with the same comments that the seller has responded on Warranty Seller ticket.

• This macro will add a tag named ‘item_ready_for_collection_seller/sc’

• And this will auto change the Zendesk Claim Status to “In transit from seller/sc to AFS>>B2B shipment pickup”

In Transit from Seller/SC to AFS: (Automated)

• If the seller has responded with a resolution, the serviceability team will update the parent ticket (Warranty Service) by applying a macro named “Warranty item ready for collection from seller/sc” and update the parent ticket with the same comments that the seller has responded on Warranty Seller ticket.

• This macro will add a tag named ‘item_ready_for_collection_seller/sc’

• And this will auto change the Zendesk Claim Status to “In transit from seller/sc to AFS>>B2B shipment pickup”

• And the ticket will get auto-assigned to AFS SPOC country-wise:

  1. UAE Mohamed ElZayat

  2. KSA Indra Bhetwal

  3. EGY Mohamed Mahroos

• AFS will check if the shipment needs DA assistance then AFS will dispatch DA for item collection

• Whether it’s an AFS DA shipment or B2B logistics shipment, both teams must update the B2B Pickup remarks field for the case to move ahead.

• Zendesk claim status must always be ‘B2B Shipment Pickup’

• Post this selection, Zendesk claim status must not be manually changed. The Claim status will get auto-updated using B2B pickup remarks.

• This stage will auto-trigger emails on the child ticket (Warranty Seller) form.

• The requester of the Warranty Seller form will remain the same which was picked at the time of delivery and remained for Item under service and all the common fields like Claim Status and B2B Pickup remarks will be auto-updated from Parent (Warranty Service) to child (Warranty seller) ticket.

• 3 Pickup attempts to the Seller/SC will be made by the DA or Noon logistics team. Hence the SLA will be 3 days

• Explaining below each B2B Delivery remarks automations and process flow:

B2B Pickup Remarks Automations - for Seller/SC pickups:

• Status:: "AWB pickup creation"

• Action:: Will be marked automatically Once the serviceability team marks the claim as item ready by applying macro “warranty item ready for collection from seller/sc” and the case will be assigned to Idris for B2B AWB delivery creation.

• Status:: "In transit delivery"

• Action:: Idris to change the B2B delivery remarks to “In transit delivery” once the AWB is created and the case will be assigned to log country spoc for pickup.

• 
  

• This action will change the Zendesk Claim Status to “In transit from seller/sc to AFS>>B2B shipment pickup”

• Auto pre-alert email will be triggered from Warranty Seller form to the Seller/SC informing collection is in-transit

• 3 pickup attempts to be made post in transit remark

2. 1st attempt - seller Closed/ unreachable:

   • During the pickup in transit shipment, if the seller is closed or unreachable for serviceability claim item pickup, B2B pickup remarks must be manually changed to 1st attempt - seller closed/unreachable

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 1st attempt made but the seller/sc was closed or unreachable and the 2nd attempt will be made

   • This will be considered and documented 1st Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit

3. 1st attempt - seller rescheduled:

   • During the in transit shipment, if the seller reschedules the serviceability claim item pickup, B2B pickup remarks must be manually changed to 1st attempt - seller rescheduled

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 1st attempt made but the seller/sc has rescheduled and the 2nd attempt will be made

   • This will be considered and documented 1st Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit”

4. 1st attempt - Drop-off seller:

   • During the in transit shipment, if the seller refuses the serviceability claim item pickup, B2B pickup remarks must be manually changed to 1st attempt - Drop-off seller

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 1st attempt made but the seller/sc suggested Drop-off and Seller/SC will be informed that warranty deliveries and pickups are FOC hence please handover the item at the 2nd attempt made

   • This will be considered and documented 1st Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit”

5. 1st attempt - Item/paper not ready:

   • During the in transit shipment, if the seller refuses the serviceability claim item or paper at the time of pickup, B2B pickup remarks must be manually changed to 1st attempt - Item/paper not ready

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 1st attempt made but the seller/sc said Item/paper is not ready, Seller/SC will be informed that warranty item alongwith technical report is mandatory hence please handover the item at the 2nd attempt made

   • This will be considered and documented 1st Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit”

6. 2nd attempt - seller Closed/ unreachable:

   • During the 2nd pickup attempt, if the seller is closed or unreachable for serviceability claim item pickup, B2B pickup remarks must be manually changed to 2nd attempt - seller closed/unreachable

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 1st attempt made but the seller/sc was closed or unreachable and the 3rd attempt will be made

   • This will be considered and documented 2nd Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit

7. 2nd attempt - seller rescheduled:

   • During the 2nd pickup attempt, if the seller reschedules the serviceability claim item pickup, B2B pickup remarks must be manually changed to 2nd attempt - seller rescheduled

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 2nd attempt made but the seller/sc has rescheduled and the 3rd attempt will be made

   • This will be considered and documented 2nd Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit”

8. 2nd attempt - Drop-off seller:

   • During the 2nd pickup attempt, if the seller refuses the serviceability claim item pickup, B2B pickup remarks must be manually changed to 2nd attempt - Drop-off seller

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 2nd attempt made but the seller/sc suggested Drop-off and Seller/SC will be informed that warranty deliveries and pickups are FOC hence please handover the item at the 3rd attempt made

   • This will be considered and documented 2nd Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit”

9. 2nd attempt - Item/paper not ready:

   • During the 2nd pickup attempt, if the seller refuses the serviceability claim item or paper at the time of pickup, B2B pickup remarks must be manually changed to 2nd attempt - Item/paper not ready

   • Auto email will be triggered from Warranty Seller form to the Seller/SC informing item pickup 2nd attempt made but the seller/sc said Item/paper is not ready, Seller/SC will be informed that warranty item alongwith technical report is mandatory hence please handover the item at the 3rd attempt made

   • This will be considered and documented 2nd Serviceability pickup attempt done

   • Zendesk Claim Status will remain “In transit from seller/sc to AFS>>B2B shipment pickup>>In transit”

10. 3rd attempt - seller Closed/ unreachable:

    • During the 3rd pickup attempt, if the seller is closed or unreachable for serviceability claim item pickup, B2B pickup remarks must be manually changed to 3rd attempt - seller closed/unreachable

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing all 3 attempts are exhausted and hence the claim will get refunded to the customer and billed to Seller/SC

    • This will be considered and all 3 Serviceability pickup attempts done

    • B2B remarks will auto-change to Attempt exhausted

    • Once B2B remarks is updated to 3rd attempt - seller Closed/ unreachable, it will auto update the B2B Pickup remarks to “Attempt exhausted” and an email will be triggered to the Seller/SC informing the same.

    • This will auto update B2B Pickup Remarks to ‘Failed’

    • Zendesk claim status will auto-change to “In transit from seller/sc to AFS::B2B shipment Pickup::Failed”

    • This will auto update the claim status to “Under refund>>Refund validation” and ticket will get auto assigned to Shivli Kapoor

11. 3rd attempt - seller rescheduled:

    • During the 3rd pickup attempt, if the seller reschedules the serviceability claim item pickup, B2B pickup remarks must be manually changed to 3rd attempt - seller rescheduled

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing all 3 attempts are exhausted and hence the claim will get refunded to the customer and billed to Seller/SC

    • This will be considered and all 3 Serviceability pickup attempts done

    • B2B remarks will auto-change to Attempt exhausted

    • Once B2B remarks is updated to 3rd attempt - seller rescheduled, it will auto update the B2B Pickup remarks to “Attempt exhausted” and an email will be triggered to the Seller/SC informing the same.

    • This will auto update B2B Pickup Remarks to ‘Failed’

    • Zendesk claim status will auto-change to “In transit from seller/sc to AFS::B2B shipment Pickup::Failed”

    • This will auto update the claim status to “Under refund>>Refund validation” and ticket will get auto assigned to Shivli Kapoor

12. 3rd attempt - Drop-off seller:

    • During the 3rd pickup attempt, if the seller reschedules the serviceability claim item pickup, B2B pickup remarks must be manually changed to 3rd attempt - Item/paper not ready

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing all 3 attempts are exhausted and hence the claim will get refunded to the customer and billed to Seller/SC

    • This will be considered and all 3 Serviceability pickup attempts done

    • B2B remarks will auto-change to Attempt exhausted

    • Once B2B remarks is updated to 3rd attempt - Drop-off seller, it will auto update the B2B Pickup remarks to “Attempt exhausted” and an email will be triggered to the Seller/SC informing the same.

    • This will auto update B2B Pickup Remarks to ‘Failed’

    • Zendesk claim status will auto-change to “In transit from seller/sc to AFS::B2B shipment Pickup::Failed”

    • This will auto update the claim status to “Under refund>>Refund validation” and ticket will get auto assigned to Shivli Kapoor

13. 3rd attempt - Item/paper not ready:

    • During the 3rd pickup attempt, if the seller reschedules the serviceability claim item pickup, B2B pickup remarks must be manually changed to 3rd attempt - Drop-off seller

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing all 3 attempts are exhausted and hence the claim will get refunded to the customer and billed to Seller/SC

    • This will be considered and all 3 Serviceability pickup attempts done

    • B2B remarks will auto-change to Attempt exhausted

    • Once B2B remarks are updated to 3rd attempt - Item/paper not ready, it will auto update the B2B Pickup remarks to “Attempt exhausted” and an email will be triggered to the Seller/SC informing the same.

    • This will auto update B2B Pickup Remarks to ‘Failed’

    • Zendesk claim status will auto-change to “In transit from seller/sc to AFS::B2B shipment Pickup::Failed”

    • This will auto update the claim status to “Under refund>>Refund validation” and ticket will get auto assigned to Shivli Kapoor

    • Zendesk claim status will auto-change to “In transit from seller/sc to AFS::B2B shipment Pickup::Failed”

    • This will auto update the claim status to “Under refund>>Refund validation” and ticket will get auto assigned to Shivli Kapoor

14. Attempt exhausted:

    • If all 3 pickup attempts are exhausted, B2B remarks will be auto updated to Attempt exhausted from any of the 3rd attempt selection.

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing all 3 attempts are exhausted

    • Zendesk claim status will auto-change to “In transit from seller/sc to AFS::B2B shipment Pickup::Failed”

    • Then B2B Pickup remarks will auto update from Attempt exhausted to ‘Failed’

    • Auto email will be triggered to the Seller/SC informing the claim will be refunded and billed to the Seller/SC

    • Zendesk claim status will auto-change to“Under refund>>Refund validation” and ticket will get auto assigned to Shivli Kapoor

15. Failed:

    • B2B pickup remarks will auto update to ‘Failed’ from Attempts Exhausted

    • Auto email will be triggered to the Seller/SC informing the claim will be refunded and billed to the Seller/SC

    • Zendesk claim status will auto-change to“Under refund>>Refund validation” and ticket will get auto assigned to Shivli Kapoor

16. Collected:

    • Once the in transit shipment is delivered, B2B pickup remarks must be manually changed to “Collected”

    • This action will auto change the Zendesk Claim Status to “In transit from seller/sc to AFS>>B2B shipment pickup>>Collected”

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing claim item is collected

    • Zendesk claim status will auto-change to “In transit from seller/sc to AFS::B2B shipment Pickup::Collected”

17. B2B handed to AFS:

    • Once the in transit shipment is marked Collected and once the item is handeded to AFS by the DA or B2B, B2B pickup remarks must be manually changed to “B2B handed to AFS”

    • This action will auto change the Zendesk Claim Status to “Item received from SC/Seller”

    • Auto email will be triggered from Warranty Seller form to the Seller/SC informing claim item is collected

    • Then the Zendesk claim status will auto-change to “Item received from SC/Seller” and ticket will be auto assigned to AFS SPOC country-wise:

      • UAE Mohamed ElZayat

      • KSA Indra Bhetwal

      • EGY Mohamed Mahroos

    • Auto email will be triggered to the customer informing that the item is received from the Seller/SC and we will share the further updates shortly

    • The Zendesk claim status will then auto change to “Warranty Resolution” and assignee remains AFS Team