Scenario : Whenever there is a Return request what needs to be followed?



Agent Action: 


  • First check for the product policy details on the product page.


  • To check if the customer reached us as per policy timelines


  • To check when the  customer reached our forum for a return request.


  • Check with customer Order ID or Registered email ID on Return Prime to see if return request was placed within timelines


  • If the customer contact was within the Policy guidelines, we will go ahead and assist the customer for a return request.


  • If the customer contacts post policy timelines, explain the customer the policy guidelines  and resolve the case.


Important : 

Mandatory checks need to be done by the agent when the customer is asking for a Return request.

Check if customers had earlier reached any forum like calls, L1, Social media, Return Prime by searching with the customer registered email ID, Order ID and proceed further as per earlier points.