1.1 Purpose
Whenever a customer contacts for raise Returns or Exchanges
Responsibility:
-When a customer contacts to return or exchange his product, the L1 agent guides the customer to raise the returns or exchange on website with a self serve method.
Only if customer complains that they are unable to raise requests on website, we will help the customer to manually raise them in Return Prime.
-For only the below brands L1 will not be able to help customers for Exchange requests/ Return request.
My Fitness
Pebble
BonOrganik/BonKids
Update on 19 June
For Bonkids/BonOrganik Since Returns are to be escalated manually via L2 , we will ask customer for below 3 things for Raising Returns
*Return Reason
*Images/Videos with Tags
*Product name/SKU
Issue – Sub issue
No Escalation
Group: L1 Group
Type: Other Products
Issue: Return Request-Under Policy
Sub Issue: As per VOC
Status: Resolved
If escalating to L2
Group: RER
Type: Other Products
Issue: Return Request-Under Policy
Sub Issue: As per VOC
Status: Waiting on Internal Update
Communication
Dear <Customer>,
Greetings from <Brandname>!
Regarding Ticket ID<xxxxx>, we understand that you're not happy with the product and want to <return/exchange> the product. We strive to provide a seamless and hassle-free returns experience for our customers. To initiate your return, please visit our website and navigate to the "Returns" section or you can alternatively fill in the link below <Paste the link from the website>.
If there is any issue you encounter, please don't hesitate to let us know.
Thank you for your understanding and patience.
Best Regards,
<Brandname>
Revision History:
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