Non-serviceable and within warranty
1. Identify the exact issues by probing
2. Collect relevant documents Invoice in PDF format, product serial number, product pictures(If required), and videos showing the exact problem/issue.
3. Troubleshoot to resolve the case; refer to SOP/Product manuals for the same.
4. Check if the customer has taken any refund before or not - Refund checks
5. If a refund is already taken for the same product - inform that refund is already processed and cannot be initiated again
6. If a refund is not taken earlier - inform that case is being sent to the concerned team to process the refund and provide TAT of 7 days.
Non-serviceable and out of warranty
1. Identify the exact issues by probing; refer to the product manuals/KB/SOP.
2. Inform the customer that the product warranty has been over. refund/replacement is not applicable.