In case of a damaged product or glass breakage issue, do not deny the customer for assistance, and do not inform straight away that it is physically damaged. Understand how the issue has occurred and proceed accordingly.
A. Probing: -
Ask the customer the following question(s) once the complaint of glass breakage is received:
When was the product purchased?
When was the product first used? (if there was a considerable gap between the DOP and first usage, it could be a case of reselling by a retailer, also a case of in-transit damage if there is side chipping of glass).
What was being cooked when the incident happened? (if anything related to ‘pressure cooker’ or ‘tandoor’ or ‘Bati’ is mentioned, please ask the next question).
Was the pressure cooker used in correct orientation or was it used in inverted form ? (in case of inverted usage claim or image suggesting splash of food across the wall, then it is definitely a misuse case)
B. Resolution:-
If everything is found to be okay as per the process/SOP probing, then request customer to share product details (Invoice in PDF format, serial no and images from different angle).
After receiving the product details :-Inform customer that the case has been forwarded to the relevant/ concern team for validation, and we will contact you within 24 to 48 hours. Do not guarantee a refund.
If it is a case of misuse/mishandling of the product, according to process/SOP probing then politely deny the customer and close the call/case.