Accessory alignment 

Accessory / Spare Alignment (No Technician Required)

1. Applicability

• 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
  
  

2. General Rule

• Accessories/spares should be aligned only after payment confirmation, if chargeable

• No technician visits to be aligned for such cases
  
  

3. Warranty Handling

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
  
  

4. Spare / Accessory Request Process

• 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.

5. Payment Collection

• Lifelong Internal Team will:

  • Initiate payment link on customer’s registered number

  • Collect the payment

• Payment link validity: 24 hours
  
  

Key Reminders

• 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