Wrong Product

Meaning- When the customer has been delivered with the wrong product from Urbanic mistakenly.
Issue Analysis- 

• The received product differs in size, color, design, or SKU ID.

• Verify the customer's return for distinct images and a specific description indicating the discrepancy.

• Examine the entire customer order to identify any differences in the product.

• Cross-check the warehouse outbound packing video for additional confirmation.

• If necessary, refer to the Warehouse Management System (WMS) for specific details.
  Please action the cases in the below defined way if the following scenarios are identified: 

1. Complete Images shared By the Customer-

• Verify if the previous return for the same product contains the necessary application proof.

• If the required images are not all present in a single return, download them from the previous return.

• Create a new return request with the relevant images.

• Initiate this action after a thorough investigation, including checking the warehouse outbound packing video and WMS if needed.

2. Complete Images Not shared By the  Customer-

• Check the customer all returns raised previously & see why the return was rejected 

• What is th exact message dropped by the review team to reject the case further

• Call customer & probe accordingly 

• Request them to further share the completely requested details over mail within 24 hours 

• Simultaneously create a child ticket for warehouse outbound for the packing video 

• Once received the revert from customers end check the images shared

• Check the packing video - if not clear from packing video proceed by checking the WMS to have the better idea from where the product was inbounded in warehouse
  Wrong Product was released by warehouse

• Proceed if the investigation claims the wrong product was packed by the team mistakenly 

• Create a new return with the complete application proof & right return reason

• Call / Mail customer on the same
  Wrong Product was not released by warehouse

• Inform the customer.

• Check the outer package.

• If tampered, ask the customer why accepted.

• Escalate to LM within 7-10 days if necessary. Borrow time from customer further to share update

• If intact, notify customer via call/email if no response. Share the denial via mail.

    Important FD Taggings-

• Order Number

• AWB

• Fault At

• Issue Level 1

• Issue Level 2

• Final Resolution