Follow Up on Existing Case

Note:

• If the case was resolved and the customer is not satisficed with the resolution and we need to send the case again to the concerned team, we will use the same Issue Contact Driver not Following up on existing case and we will mention the old case number in the case description.

• If the case was not resolved, we will not send a Reminder to tier 2 (Escalations / Refund & Validation) and we will follow the mentioned process above.

Example: Case was resolved by the Escalations team and the customer wants to be contacted back again, the issue was related to wrong order, the correct Contact Driver will be: Post Delivery >> Wrong Order/Never Delivered >> Wrong Order

• For Food Quality Cases & Wrong Items/Order: If the customer is following up with us after he/she sends an email to customer care with the screenshot, ask the customer for his/her email and search for the customer's email, check the attachment and follow the normal process for this case - and if the case needs to be sent to refund & Validation team, we MUST leave a clear comment that the customer sent an email with the picture and mentioned the customer email ID and its case number in the description.

• If the customer was following on his/her refund "Case was escalated to Refund & Validation and it was resolved", ask the customer to check his/her App Wallet to ensure adding the refunded amount. 

Contact Drivers:

Across Journey >> Information Request >> Following Up On Existing Case