Customer Interaction on Chat

Step 1: Collect Order Details

• Greet the customer and apologize for the issue.

• Request the Order ID or Shipping Number to verify the order.

• Check the complaint is raised within 2 days of delivery .

• If this is not reported by the customer within 2 days please do probe the customer that there seems a delay in reporting this concern any specific reason behind it (Just for the better understanding)

• Please do check the CRM & see thoroughly if the product was auto cancelled under Out of stock if yes notify the customer & apologize.

• If not please follow the next step

Step 2: Request Customer to Share Images

Ask the customer to provide the following images via email or the designated support platform:
✅ Outer packaging with shipping label visible
✅ Complete unboxing video (if available)
✅ Image of all received items inside the package

Internal Process – Handling Missing Product Cases

Step 3: Verify Received Images & Details

• Check if the missing product was part of the order on CRM 

• Cross-check the packing details with theimages shared by the customer .

Step 4: Escalation & Resolution

• If the complaint is raised within 2 days of delivery:

  • Escalate the case on Freshdesk for further investigation.

  • Borrow 2-3 days for resolution and inform the customer.

  • Assure the customer that the escalation team will connect within 24 hours.

• If the complaint is raised after 2 days of delivery:

  • Politely inform the customer that the case should have been reported well on time.

  • Escalate the case on Freshdesk for further investigation.

  • Borrow 2-3 days for resolution and inform the customer.

  • Assure the customer that the escalation team will connect within 24 hours.

Final Communication with Customer

• For Valid Cases: "We’ve escalated your case, and our team will get back to you within 24 hours."

Customer Interaction on Chat

Step 1: Collect Order Details

• Greet the customer and apologize for the inconvenience.

• Ask for the Order ID or Shipping Number to verify the order.

Step 2: Request Customer to Share Images

Politely ask the customer to provide the following images via email or the designated support platform:
✅ Tag attached to the product (description side)
✅ Full picture of the product received
✅ Picture of the outer package with the label visible

Internal Process – Handling Packing Issues

Step 3: Verify Received Images & Details

• Review all images to ensure clarity and correctness.

• Check if the product matches with the customer's order.

Escalation Scenarios & Actions

Scenario 1: Product is Non-Returnable or Return Window (10+ Days) Exceeded

• Action Taken:

  • Apologize to the customer.

  • Inform them that the escalation team will review the case.

  • Borrow 2-3 days for resolution.

  • End the chat and escalate the case to the escalation team on Freshdesk.

  • Ensure the escalation team connects within 24 hours.
    Expected Update: Within 48-72 hours from escalations team on call

Scenario 2: Product is Within the Return Window

• Action Taken:

  • Guide the customer on how to raise a return request via the Savana application.

  • Assist them on call/chat if needed.

  • If further assistance is required, escalate the case on Freshdesk with the wrong product images attached.

Final Communication with Customer

• Scenario 1: "We’ve escalated your case, and our team will get back to you within 24 hours."

• Scenario 2: "You can raise a return request via the Savana app. Let us know if you need any help!"

Customer Interaction on Chat

Step 1: Collect Order Details

• Greet the customer and apologize for the issue.

• Request the Order ID or Shipping Number to verify the order.

Step 2: Request Customer to Share Images

Ask the customer to provide the following images via email or the designated support platform:
✅ Clear picture of the damaged part of the product
✅ Full picture of the product received
✅ Outer packaging with shipping label visible

Internal Process – Handling Damage Cases

Step 3: Verify Received Images & Details

• Ensure the images clearly show the damage.
  
  

Escalation Scenarios & Actions

Scenario 1: Product is Non-Returnable or Return Window (10+ Days) Exceeded

• Action Taken:

  • Apologize and acknowledge the issue.

  • Please probe the customer why the same was not escalated the same day of order delivery

  • Inform the customer that the escalation team will review the case.

  • Borrow 2-3 days for resolution.

  • End the chat and escalate to the escalation team on Freshdesk.

  • Ensure the escalation team connects within 24 hours.

Scenario 2: Product is Within the Return Window

• Action Taken:

  • Guide the customer on raising a return request via the Savana app.

  • Assist them on call/chat if needed.

  • If further assistance is required, escalate the case on Freshdesk with the damaged product images attached.

Final Communication with Customer

• Scenario 1: "We’ve escalated your case, and our team will get back to you within 24 hours."

• Scenario 2: "You can raise a return/replacement request via the Savana app. Let us know if you need any help!"