Return Related 

Scenario 1: Missing Product Complete product: Returnable/Non-Returnable:

Where customer states that any particular product not delivered from the order

Action to be taken: Ask customer to share below images and escalate the issue on real time within the TAT of 7 days

1.       Name of the missing product

2.       Order Invoice

3.       Images of all received products

4.       Confirmation on the package whether it was damaged or intact

Issue Type:

L1: Return Related 

L2: ​Missing Product

Checklist:

1. Order Number

2. Phone Number

3. Email ID

4. Customer Name

5. Tracking ID

6. Tracking status

Scenario 2: Partial Missing: Where customer stated that some part of the product is missing

Action to be taken: If product is returnable then ask the customer to raise return within the window

If product is non-returnable then ask the customer to share below image and escalate the issue

1.       Images of the received product

2.       Confirmation on the missing part

3.       Invoice copy

4.       Confirmation on the package whether it was damaged or intact

Scenario 1: Received wrong parcel

Ask the customer to share the below images and escalate the issue to escalations

1.       Order Id

2.       Images of the received packing box

3.       Customer’s existing order Id

4.       Shipping label and invoice

Tagging: L1: Return Related

                      L2: Wrong Product 

Scenario:

In scenarios where customer raised query regarding wrong item (Different color/ Different size/different item). 

Resolution:

• • Check the order status on ERP tool

  • Ask for all the below details and escalate to Escalation Team within the TAT of 7 days:

1.       Images of the received product

2.       Invoice copy

3.       Barcode and size label attached with the product

4.       Confirmation on the package whether it was damaged or intact

Issue Type:

L1: Return Related 

L2: Wrong Product

Escalation Synopsis:

Escalation needs to be done in these scenarios.  

Details that needs to be captured before Escalating:

1. Issue Details

2. Order ID

3. Images or Ticket # where images available

4. Priority needs to be set "High" while escalating the issue

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

Scenario:

In scenarios where customer raised query regarding Damage/Defective item.

Resolution:

Within Return window :

• • Check the order status on ERP tool

  • Within the Return Window : Share the return steps and ask customer to wait for 24-48 hours for the review.

Return window expired (Fresh Customer):

• Politely share the denial with the customer

Return window expired (Customer raised the return earlier):

• Ask for all the below details and  escalate the issue to escalations team within the TAT of 7 days:

  • 1. Paper invoice received inside the package

    2. Barcode on the transparent polybag

    3. Tag attached on the product (description side)

    4. Full picture of the product received

    5. Picture of the damaged part

    6. Picture of the outer package

Note: Do not ask or depict the situation of asking images in a sense to share the images of missing product. Images are required to check if there are any tampering with the package and invoice.  

Issue Type:

L1: Return Related

L2: Damaged Product

Details that needs to be captured before Escalating:

1. Issue Details

2. Order ID

3. Product Images or Ticket no which contains images

4. Product Name 

5. SKU ID 

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

Scenario:

In scenarios where customer has the return window for the returnable products. (Irrespective of wrong/ damage product received) 

Resolution:

• • Check the order status on ERP tool

  • Within the Return Window : Share the return steps and ask customer to wait for 24-48 hours for the review.
    
    How to apply return steps:

  • We are elated to state that we have an easy return policy and we accept returns within 10 days from the date of delivery for most of the items. 😀 Yet there are few items that cannot be returned like innerwear, lingerie, sleepwear, swimwear, jewellery, etc. 🙂. Now you can easily raise return from the app itself by following the simple steps 🖖🏻:
    1. Login to your account on Urbanic app from which you have placed the order 👗
    2. Go to "Me" section from the home page 👤
    3. From the order list
    4. In the return application, select the products and quantity you want to return
    5. Select reason for return and write some details about the issue you have faced 🤷🏻‍♀️
    6. Upload images for our team to review your request 🤳🏻
    7. Provide required details like pickup address, expected time for pickup and bank details in case of COD order
    8. Submit the request. ✔️ Yes, it is that easy! 😎
    
    Then the review for request will take 24 - 48 hours of time, passing which the pickup will be arranged, once the pick up will be completed the refund shall be released. 

Note: Do not ask or depict the situation of asking images in a sense to share the images of missing product. Images are required to check if there are any tampering with the package and invoice. 

Issue Type:

L1: Return Related

L2: How to apply Return/ Wrong Article / Damage Articke

Scenario: In scenarios where customer is facing issues returning the product. 

Resolution:

Scenario 1: Unable to find the order

• Registered User: 

  • Please check the login details user is logged in with and share the login details in the order and ask user to login with those details to check the order and apply return.

Scenario 2: Unable to upload pictures

• Please ask for the screenshot of the error message. 

• Once these details are received, create a new ticket for the Escalation team. 

Issue Type:

L1: Return Related

L2: How to apply return

Escalation Synopsis:

Escalation needs to be done only when the customer claims that the product is wrong/damaged/defective AND Customer is unable to upload the pictures.  

Details that needs to be captured before Escalating:

1. Order ID

2. Error Screenshot

3. Product details

4. Issue details (Wrong/Damaged/Defective)

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

Scenario :- Order delivered but not marked as delivered due to which return option not

available:

Action to be taken: Agent should have checked the order status on tracking portal if it shows

delivered then have to mark the order as delivered on real time by sups. Or if the tracking portal

also does not show the order status as delivered then ask customer to share the product’s

invoice and the images is she received then mark the order as delivered on real time by sups and

need to inform the customer that order marked as delivered and ask to raise the return.

Tagging: L1: Return Related
L2: How to apply return

Scenario:- If the order is marked as rejected on deliver portal/ERP and customer received

the articles:

Action: Need to ask the customer to share the product images and invoice and post getting the

details need to escalate the issue to escalations on real time

Tagging: L1: Return Related
L2: RTO Marked but delivered

Scenario :- Return after 10 days return window:

Action: 1.Follow service denial for fresh customer

• In case cx. Raised the return request within the return window which got rejected then the issue should be escalate with the correct required details

• In case customer have any emergency like demise of someone/hospitalization/not available on location then the return should be taken in exception

                Tagging: L1: Return Related/ L2: How to apply return

Scenario:- Return of Non-returnable item:-

Action: Need to follow service denials on chats/emails for the return on non-returnable items. In case customer gets irate and insist then need to escalate to escalations

In case cx. Received any defective/wrong or item is missing from order then issue needs to be escalate on real time to the escalations

Tagging: L1: Return Related/L2: Return of non-returnable item