Quantity Mismatch

Meaning- When the customer has returned an extra product to the pick up person when the return was created for less activity .
Issue Analysis- 

• When a customer says she didn't get a refund for a extra product she returned by mistake or on purpose to the delivery person.

• Get the order ID from the customer who returned the product & probe along which product she has handed the extra article to FE, and check the pick-up details.

• Use the order ID to check the status of the return in our system.

• If the system shows that the product was picked up (AWB reflects), follow the next steps.

Product still in transit-

• Call the cusotmer & probe about the order details or the product specifications along which the extra product has been returned

•  Check the AWB details on  CS Panel (ERP) through the order details customer provided

• To have the exact update where the product is check the AWB found on ERP

• The AWB has a remark in transit

• Borrow time from customer & guide her to wait once the product reached if an extra product would be picked then the system will auto refund the amound

• Don't close the case ensure to follow up on the case 

• Once reached our warehouse check the unpacking video 

• If extra product found in warehouse map it to the actually picked article in ERP , get the QC processed & update the customer on call / via proper complete email

• If extra product not received please escalate it to LM via child ticket, borrow time from the customer to LM to investigate , till that time ask customer to share the fe details 
  Product reached our Warehouse- 

• Call the cusotmer & probe about the order details or the product specifications along which the extra product has been returned

•  Check the AWB details on  CS Panel (ERP) through the order details customer provided

• To have the exact update where the product is check the AWB found on ERP

• On checking if it reflects delivered in warehouse process the refund

• If extra product found in warehouse map it to the actually picked article in ERP, get the QC processed & update the customer on call / via proper complete email

    Important FD Taggings-

• Order Number

• AWB

• Fault At

• Issue Level 1

• Issue Level 2

• Final Resolution