https://docs.google.com/document/d/1ni7MFWWXpj_lCv2y2qJNEey7yf29Lp3YSNaaYAiDJFc/edit?tab=t.0#heading=h.qoaiu5cme0d9






Document Purpose:
 This document defines the new process for handling return/exchange requests rejected due to Non-Serviceable Pincode (NSP) in Return Prime (RP), ensuring that the AI system can read case status from RP and give accurate customer responses.

1. Background

Previously, AI had no visibility into Return Prime case details, which meant it could not respond accurately to customer queries about NSP rejections. This led to manual agent intervention for basic updates.
 The new process ensures:

  • Proper tagging and note-taking in RP by L2 Team.

  • AI can read these notes/tags and respond accurately to customers.

  • Reduced agent dependency for repeat queries.

Existing Process Flow

 Process Flow

Step 1 – Agent Actions on NSP Detection

When approving a return/exchange request in RP:

  1. If NSP error appears (pickup not possible due to non-serviceable pincode):

    • Send an email via RP to the customer:

      • Inform them that pickup is not possible.

      • Request self-shipping of the product to the warehouse (WH).

      • Share the WH address in the email.

      • Mention:

        • Courier charges will be refunded once receipt is shared.

        • Product refund will be processed once it reaches WH.-INcreff process

  2. Endorse the case to L2 Team if needed for tagging and private note updates.

Step 2 – AI Response Rules

Scenario A – Customer asks for NSP update (no receipt shared yet)

AI says:

“Pickup isn’t possible due to a non-serviceable pincode. Please self-ship the product to our warehouse. Once you share the courier receipt, we’ll refund the courier charges and the product amount after it reaches our warehouse.”

Scenario B – Customer shares receipt OR asks for refund update

AI says:

“Thanks for sharing the details! The team will review and update you within 48 hours.”

Scenario C – Customer follows up for the same update (2nd time)

  • AI creates a ticket and routes chat to an agent.

3. New L2 Team Process

To give AI visibility, L2 Team will:

A. Tagging

  • Add a tag in RP for all NSP cases while approving.

B. Adding Private Notes

  • Add a private note in RP for AI to read.

  • Update the note based on the exact case status:

Status Tag

Private Note Example

AI Action

NSP – Customer self-shipped, receipt received

“Customer has self-shipped. Receipt uploaded on [date].”

AI: Acknowledge receipt & inform 48-hour update timeline.

NSP – Tracking ID added

“Tracking ID: 123456789”

AI: Share tracking acknowledgement & processing note.

NSP – Product not reached WH

“Tracking shows in transit – product not yet at WH.”

AI: Inform product is on the way and refund will follow.

NSP – Product reached WH, issue refund

“Product received at WH on [date] – refund initiated.”

AI: Inform refund processing and expected completion.

4. Benefits of This Process

  • AI can now auto-handle first-level NSP queries without agent intervention.

  • Customers get consistent, timely updates.

  • L2 tagging + private notes make case tracking clear and audit-friendly.

  • Agents only step in when customers follow up repeatedly.


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