The team will assign the case for pick up by changing the status to (Log assist-AWB generate) and adding the previous ticket number on the comment section, customer to be educated with the policy and the TAT and proceeding with the refund if AFS confirmed that the customer’s claim is valid, and apply repeated_refund macro then change the repeat claims reason to (RTC without repair).

If after receiving the item at AFS we find out there is a different issue will proceed by sending the item to the seller/SC, and if no fault found then will proceed with RTC

The team will assign the case for pick up by changing the status to (Log assist-AWB generate) and adding the previous tickets numbers on the comment section, customer to be educated with the policy and the TAT and proceeding with the refund if AFS confirmed that the customer’s claim is valid, and apply repeated_refund macro then change the repeat claims reason to (Third claim).

If after receiving the item at AFS there was no fault found, then will proceed with RTC.

The team will check if the customer has a technical report from the SC,

If no report: the team will advise the customer will pick up and send for service then the team will assign the case for pick up by changing the status to (Log assist-AWB generate) and adding the previous ticket number on the comment section, customer to be educated with the policy and the TAT, and change the repeat claims reason to (OOR out of region - SC rejected)

If there is a report: change the status to (validation required) and assign the case to Ahmed Hosny and send an email to the customer requesting for the report by applying the macro Photo/Info requesting.

If a repeated claim within (24-48) hours of the delivery of the RTC or a repeated claim for the third time, then Change the status to (Repeated claim>1st attempt>Escalation claim>Raise escalation) and change the repeat claims reason to (Warranty period over)

The team will advise the customer will pick up and send for service then the team will assign the case for pick up by changing the status to (Log assist-AWB generate) and the customer to be educated with the policy and the TAT then change the repeat claims reason to (Serial number NA on item/ Invoice- SC rejected).

If after validation we found out the accessories were available at the time of QC, then compensate the customer with the accessories amount if we have the same accessories on the website, if not available on the website then compensate the customer with the similar market price after discussing the same with the TL and change the repeat claims reason to (Missing accessories) then GW ticket to be raised for the compensation.

If after validation there were no accessories at the time of QC then advise the customer accordingly and close the claim to invalid claim, and change the repeat claims reason to (Not a repeat claim).

The customer must report the same within 3 days for the RTC, change the status to (validation required) and assign the case to Sarah Alsaeed and send an email to the customer requesting the item’s condition, by applying the macro Damaged received box and changing the repeat claims reason to (RTC item received damaged), then once the customer shares the video/photos then change the claim status to Repeated claim>1st attempt>Escalation claim>Raise escalation.

1st scenario: Current ticket and there’s a delay on arranging a visit, then raise manual escalation ticket.

2nd scenario: The previous claim was solved as directed the customer to SVC, but he is complaining that no visit was done, then creates a new ticket then changes the claim status to Repeated claim>1st attempt>Escalation claim>Raise escalation.

The team will check if the customer has a technical report from the SC,

If no report: the team will advise the customer will pick up and send for service then the team will assign the case for pick up by changing the status to (Log assist-AWB generate) and adding the previous ticket number on the comment section, customer to be educated with the policy and the TAT, and change the repeat claims reason to (Fake item - SC rejected)

If there is a report: Change the status to (Repeated claim>1st attempt>Escalation claim>Raise escalation) and assign the case to Ahmed Hosny then send an email to the customer requesting the report by applying the macro photo/ info requesting, and change the repeat claims reason to (Fake item - SC rejected)

The team will advise the customer will pick up and send for service then the team will assign the case for pick up by changing the status to (Log assist-AWB generate) customer to be educated with the policy and the TAT, and change the repeat claims reason to (Wrong invoice - SC rejected)

The team will assign the case for refund by adding the macro Low value refund_no SS, and adding the comment, then change the repeat claims reason to (Low value item, cx rejected approaching the SVC)

The team will advise the customer will pick up and send for service then the team will assign the case for pick up by changing the status to (Log assist-AWB generate), customer to be educated with the policy and the TAT, and change the repeat claims reason to (Customer refusing self service & need logistics assistance)

The team will raise a warranty goodwill ticket, goodwill ticket to be added to the warranty service ticket then the parent ticket to be solved under (refund validation) status, Parent ticket, item number, new warranty number and goodwill amount to be added to the warranty goodwill ticket, then calculate the amount and update in the ticket, assignee always will be Unnikrishnan Gopinadhan and change the repeat claims reason to (Customer seeking delay compensation)

If no report: The team will advise the customer will pick up and send for service then the team will assign the case for pick up by changing the status to (Log assist-AWB generate) and adding the previous ticket number on the comment section, customer to be educated with the policy and the TAT, and change the repeat claims reason to (Carrier locked - SC rejected).

If there is a report: change the status to (Repeated claim>1st attempt>Escalation claim>Raise escalation)and assign the case to Ahmed Hosny then send an email to the customer requesting the report by applying the macro photo/ info requesting and change the repeat claim reason to (Pre-activated unit - SC rejected).

The team will advise the customer will pick up and send for service then the team will assign the case for pick up by changing the status to (Log assist-AWB generate) and adding the previous ticket number on the comment section, customer to be educated with the policy and the TAT, and change the repeat claims reason to (SC rejected- no reason).

First educate the customer about the policy, if the customer still insisting then change the status to (Repeated claim>1st attempt>Escalation claim>Raise escalation) and assign the case to Ahmed Hosny