QC Failure

Meaning -  QC failure means that a product did not pass the quality control inspection at the door step pick up and is considered defective or not up to the required standards.

Issue Analysis-

1.  Verify the customer's order ID in the CS Panel (ERP) under the "New Return & Refund" tab.

2. Copy the Reverse AWB (Air Waybill) from the ERP Portal where it is generated.

3. Check the LM partner's client portal for QC failure reasons.

4. Some LM partner portals provide details on what exactly caused the QC failure.

5. If the customer's return has application proof, check for any missing, broken, burnt, or tampered plastic tags, soft tags, or MRP tags, as these indicate the product is not in its original condition.
   
   There are below case scenarios & relevant action to be taken:

1. Failure reason clearly on portal-    

• Check for the images by the Logisitcs partner if they have that feature available.

• Go through the remarks mentioned 

• Call customer & update the customer with the reason for the QC failure  

• If the customer claims that there are complete tags to it, request the customer to share the required images 

• Once the images are received, if the tags are completely available then create a new return do attach all the images to the application proof  

• If the customer is not answering the call when tried please mark a CNR mail with the QC failure update & the particular why there was a QC failure.

• Also mention that if the customer is not allign with QC failure reason then please ask for the required images as well over the e-mail.

2. Failure remarks but not specified particular-      

• Go through the remarks mentioned 

• Call customer & update the customer with the reason for the QC failure  

• If the customer claims that there are complete tags to it, request the customer to share the required images 

• Once the images are received, if the tags are completely available then create a new return DTO attach all the images to the application proof

• If the customer states that there was no call received from FE, create a child ticket for the LM team & do mention the customer's VOC   

• If the customer is not answering the call when tried please mark a CNR mail with the QC failure update & the particular why there was a QCfailure      
    

    3. SKU Id Mismatch remarks-

• Go through the remarks mentioned 

• If there is remark on the logistics client that there is a SKU Id mismatch remark stated 

• Then call the customer and get the images of the tag from the customer & if required get the complete products images

• Simultaneously request the packing video from warehouse outbound

• On receiving the requested the images from customer check thoroughly & the packing video 

• If the warehouse video shows the SKU Id different from the ERP & tags image shared by the customer also matched the warehouse video 

• Then proceed creating a Non- QC Manual return further

• Map the AWB on ERP & attach the images in application proof 

• Inform customer that the pick up will be completed within 72 hours, if customer CNR mark a complete mail updating on Non- QC Manual return AWB
  
  

   4. Sports /Gym Wear (Tag Issue)-

• Go through the remarks mentioned 

• Tags Missing, but the article type is Sports/Gym Wear/Accessories

• Ask the customer to share the product images and once recieved.

• Proceed with the  Non-QC Manual pick up  

• Map it on ERP attach the images if in previously closed returns have or customer has shared it 

• Call the customer & update them that the pick up will be completed within 72 hours if the customer CNR mark a complete mail

• Create a child ticket to LM if back to back returns were closed with subject line  delayed pick up
  
  

          Important FD Taggings-

• Order Number

• AWB

• Fault At

• Issue Level 1

• Issue Level 2

• Final Resolution