Pre Sale

Scenario:

In scenarios where customer enquired for any sort of promotional queries:

Resolution:

Scenario 1: How to use a coupon?

• • Select the product as per their choice and proceed to the payment page.

  • Check the minimum order value.

  • Apply coupon code while placing the order.

Scenario 2: If the customer is asking for coupon code

• • Re-direct the customer to the App and ask the customer to check the on going promotional offers.

Scenario 3: Not able to use the coupon

• Inform the customer to check the minimum order value and ask her to share the below details - 

  • The coupon code.

  • Total order value

  • Share the screenshot with the error. 

• Once received the data from the customer, escalate the same to the Escalation Team. 

Issue Type:

L1: Pre-sales Queries

L2: Coupon related Issue

Escalation Synopsis:

Escalation needs to be done only when the customer mentions that he/she is not able to use the Coupon code or fetching any error while accessing the coupon code. 

Details that needs to be captured before Escalating:

1. Order ID

2. Coupon Code

3. Error Screenshot

Note: Please follow the standard subject line provided in the new incident created to escalate.  

Checklist:

1. Order Number

2. Phone Number

3. Email ID

4. Customer Name

5. Tracking ID

6. Tracking status