FAQ
Scenario : Whenever there is a Return request what needs to be followed? Agent Action: First check for the product policy details on the produ...
Wed, 26 Oct, 2022 at 4:56 PM
RER -Returns Exchange and Refund Reasons for customers coming for RER Did not like the product Damage in the product Size Issues Quality ...
Thu, 17 Nov, 2022 at 12:41 PM
Cancellation Process When a customer comes for a cancellation request on his order placed, we will help the customer cancel his order based on certa...
Wed, 7 Jun, 2023 at 3:26 PM
Scenario: When a customer comes to request Bulk orders or any business-related queries on our brands. Action by L1 Agent to understand the cust...
Mon, 27 Mar, 2023 at 2:28 PM
L1 will always create a ticket , take cx VOC and acknowledge the issue. L1 will reply to cx if he/she able to resolve at L1 level and resolve the cas...
Wed, 11 Jan, 2023 at 2:35 PM
Below are the Refund and Exchange timelines for all brands. Brands Return(days) Exchange/Replacement(days) Villain 2 10 (specific to product...
Wed, 27 Mar, 2024 at 1:06 PM
L1 Escalation When L1 gets a ticket and they need to escalate the case they will only escalate it to L2 groups(RER, Delivery and Shipments, etc) ...
Fri, 10 Nov, 2023 at 3:34 PM
Missing/Damaged/Wrong Purpose To define the standard operating procedure to handle escalation and order status for Missing/Damaged/Wrong Products. ...
Thu, 30 Mar, 2023 at 5:25 PM
Process on Duplicate tickets Purpose To define the procedure to handle Duplicate ticket creation. Applicable for :All channels Effectiv...
Thu, 30 Mar, 2023 at 5:27 PM
Purpose To help customers place fresh orders when they want to cancel their order for the below reasons Document title Cancellations ...
Wed, 12 Apr, 2023 at 4:28 PM