Non-serviceable and within warranty
1. Identify the exact issues by probing
2. Collect relevant documents, product pictures, and videos showing the exact problem/issue, product serial number, and Invoice in PDF format.
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 a 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.