Non serviceable products

In Case of Fresh Complaint

Once Identified the product which customer is raising issue about is non serviceable. Follow below mentioned steps to raise a complaint further.

Identify the exact issue which customer is facing.
Try to troubleshoot the issue and get that resolved.

In case issue is resolved: Resolution type - Inquiry resolved through troubleshooting.

Status - Resolved

Add note : Issue description + Troubleshooting done- issue resolved

In case issue is not resolved: Need to process complaint further.

Invoice and address from customer >> Fraud check to be done >> Replacement to be done (as per stock availability)

Ask the customer for the purchase date to identify the applicable return/replacement window on the portal from which the product was purchased. Check the purchase portal in real time to confirm the exact return/replacement window and guide the customer accordingly.

If yes, route the customer to the purchase portal.
If no, proceed to Step 2.

For Amazon cases, first check the B2C portal for purchase details. If no information is found on the B2C portal or any other purchase portal, request the invoice from the customer. Enquire if address would be same as mentioned on invoice for complaint processing.
Trigger real time pending on Follow up automation in order to get real time details from customer while being on call.

If customer shares details real time while being on call.

Check the details shared by customer and update required field.

Under warranty - Process it further for fraud check.

Out of warranty - Politely deny to customer.

Perform real time fraud check. Inform customer that replacement would be initiated as per stock availability and product pickup wouldbe scheduled as per pickup grid.

If customer is taking time to share the details.

Inform customer to share details on priority so that complaint can be processed further.

Group: Follow up

Pending on: Follow up D1

Sub code: Required subcode

Status: Pending

If required, both automations can be triggered sequentially for the customer during the same call. If both details are needed from the customer, the agent should confirm on the same call that the customer has received two separate buttons. The customer should then be guided to use those buttons so the shared details are captured and stamped on the ticket in real time.

In case of Existing complaint

Wherever customer is calling up asking any update related to ongoing complaint.

Check where the ticket is pending on or what is the update on the case.
Communicate with customer as per SOP and if required, get things collected from customer while being on call itself.
Once details received, do the changes in Freshdesk fields in terms of details updation or ticket movement for further actioning.
If customer connects on inbound and confirm that he has received replacement and refund and ticket is still ongoing, move that to Close looping group with notes.
Mention remarks clearly in add note section.

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