Applicable for accessories/spares that do not require technician intervention.
Customer can use the accessory directly
Examples: Mixer jar, home safe keys, kids bicycle support wheels
Accessories/spares should be aligned only after payment confirmation, if chargeable
No technician visits to be aligned for such cases
Under Warranty
If issue is due to product quality or functional defect → No charges to customer. Spare need to be aligned directly after confirming about the exact requirement.
If customer requests additional accessory → Customer has to bear the charges
Out of Warranty
Customer has to bear spare/accessory charges
Refer to Spare MRP list before sharing charges
Check for Spare/accessory stock availability through Freshdesk. If it is available, then
Inform customer via call/email about:
Spare/accessory charges
Payment via link process
Take customer acknowledgement
Queue the ticket to “Inward Payment” group
If stock is not available, give a soft denial.
Lifelong Internal Team will:
Initiate payment link on customer’s registered number
Collect the payment
Payment link validity: 24 hours
Always confirm warranty status before sharing charges.
Ensure to add proper rematrks in ticket related to the spare requirement.
Clearly explain charges and payment process to customer
Ensure proper ticket movement and updates in Freshdesk