LM Reverse Shipping 

 Scenario 1: Return Request is under review:-

               Action: If a return request is submitted on the same day as the customer's request and is currently under review, kindly inform the customer that the return request will be reviewed within 24-48 hours. If the request passes the review, a pickup will be arranged.

If the return is under review for more than 24 hours: Need to inform the cx. The request is under review which will be reviewed within 24 hours and if passes the review the pickup will be done within 2-3 days

If the return is under review for more than 48 hours: Inform the customer return is under review and ask to wait, also the order should be highlighted through WhatsApp in the "Urbanic - QP team queries" group by QP SUPS & over Lark group "Operations<>CX" by inhouse agents.

Tagging: Issue level 1: Return Related 

                 Issue level 2 : Review Pending/Rejected

Scenario 2: If the return request is passed and the reverse tracking partner is not assigned: If the return request passed 48 hours ago and the pickup partner is not assigned issue needs to be escalated to L3 Escalations.
Tagging: Issue level 1: Tech Issues

                 Issue level 2: AWB ID not generated

Scenario 3: Pickup assigned and canceled after 1st/2nd attempt on CL Panel:

Action Chat Team: Needs to confirm from the customer whether received any call or not and post confirmation the details should be escalated into the LM sheet with VOC and the customer’s alternate mobile number.
              Email Team: Needs to share the details in the LM sheet and inform the customer to wait for a re-attempt pickup.

               Tagging: Issue level 1: Tech Issues

                               Issue level 2: AWB ID not generated

Scenario 4: Pickup request closed on CL Panel:

• Action: Needs to check the remark on the CL panel for closed return requests if it is closed due to maximum attempts or closed due to high aging then needs to create a new return request by SUPS manually and inform the customer that due to operational restrictions the request got closed

Tagging: Issue level 1: Return Related

                Issue level 2: Pickup Pending

                Issue Level 3: as per the first return date.

• In case the return is closed due to NSZ on CL Panel: Needs to escalate the issue to L3 escalations on real-time.

Tagging: Issue level 1: Return Related

                Issue level 2: Pickup Pending

                Issue Level 3: as per the first return date.

Scenario 5: In case the customer wants to change the mobile number/address for the pickup:

Action: Needs to ask the customer to share the updated address and mobile and post getting the same the new return request should be raised By Sups with the new details

Tagging: Issue level 1: Order Modifications

                Issue level 2: Reverse 

               Issue Level 3: Address (When the customer wants to change the pickup address)

               Issue level 1: Order Modifications

               Issue level 2: Reverse 

               Issue level 3: Phone Number (When the customer wants to change the contact number for pickup)

                             Issue level 1: Order Modifications

                             Issue level 2: Reverse 

                             Issue level 3: Return Cancelation (When the customer wants to cancel the return for any particular item instead of the complete return request)

Scenario 6: Qty Mismatch:

Action: If the customer returns an extra product, first issue a one-time service denial. If the customer is adamant or repeats themselves, then escalate the issue.  Also, the issue will be escalated only when the customer reaches us within 5 days of the pickup.

Tagging:  Issue level 1: Dispute

                 Issue level 2: Reverse 

                 Issue level 3: Qty. Mismatch

Scenario 7: QC Failed: 

Action: In case the return request is canceled on CL Panel due to QC Fail and the customer is under 07 days return window then ask the customer to raise the return request with complete images.

• In case the customer is out of TAT then a return request should be raised by SUPS over CRM with complete images.

Tagging: Issue level 1: Return Related

                 Issue level 2: QC Failure

Scenario 8: Blocked Buyer:

Action: Needs to check the return status on CL Panel if it status On hold security reason underway, needs to inform that due to some operation restrictions pickup is delay and  escalate the issue to the escalations on real time

Tagging: Issue level 1: Return Related

                Issue level 2: Pickup Pending

                Issue Level 3: as per the first return date.

Scenario 9: Pickup Dispute: Where the pickup is done with the status is not updated as picked up:

Actions:

• In case the pickup is done on the same day and not updated as picked up: Need to ask the customer to wait for 24 hours to get the status updated as picked up

• In case the pickup is done more than 24 hours and not updated: Need to ask the customer to share the pickup details and post getting the details, escalate the issue in real-time to escalations

• In case pickup is done and the request is closed: Need to ask the customer to share the pickup details and post getting the details, escalate the issue in real-time to escalations

Tagging: Issue level 1: Dispute

                 Issue level 2: Reverse 

                 Issue level 3: Pickup Dispute