Briefin

g Docket
Day
1 Briefing
pointers:
1. Scratch card & Win rewards:

*Offer duration: 3-October-2021 (12:00 AM) To 4-November-2021 (11:59 PM)

Brief: Customers who successfully place orders during the offer period will receive a
scratch card on the order confirmation page. By clicking on the banner customer will
receive one among several rewards.

How to Avail the offer?

 Post placing the order successfully, customers will have to click on the 'You've won a scratch card
confirmation page.
 The customer will receive one among several rewards mentioned in the Offer Details below.
 The rewards will be available in the "My Rewards" section in Flipkart accounts.
Redemption Date: Rewards can be redeemed between 3-October-2021 To 30-November-2021

Important Points to Note:

 The Offer is applicable only once during the offer period.
 Offer is not applicable in case the order is returned, partially returned/cancelled.
 Offer is not applicable for pre-booked products or products purchased under pre-order d
 Customers cannot choose between the rewards under any circumstances.
 The offer can be redeemed only in serviceable pin codes as per Government guidelines.
 In case the order is cancelled by the customer, the customer will not be eligible for ano
offer.
 The customer will be eligible to use only one reward mapped to his/her account id.

1. Generic queries about the offer:

 Tagging on SA: Suggested Issue >> Targeted Discount/External Coupon >>> How to redeem a vo
discount >>Customer wants to use the discount mapped to his account (Target Discount)

2. Customer unable to avail the discount During offer period:

 Tagging on SA: Suggested Issue >> Targeted Discount/External Coupon >>> Unable to redeem D
 the check as per Smart assist in Casperlite under 'User Offer Mapping' and select the relevant optio

Keywords: Scratch and Win Rewards, Scratch card, 10% off, 5% off, My rewards, Redeem voucher et

2. TBBD 21| Free Washing Machine Construct (03-Oct-2021 To 10-Oct-2021)

Offer duration: 03-October-2021 (04:00 PM) 10-October-2021 (11:59 PM)

Brief: As a part of the offer, any customer purchasing selected Automatic Washing Machines during the off
chance to win a Flipkart e-Gift Card worth 100% of the amount paid during their purchase of the product

Important Points To Note

 Offer is NOT applicable in case the order is canceled or returned
 In case of multiple eligible products in the order, the least value product will be conside
card
 1 customer every hour (every 100th customer) who purchases selected Automatic Wash
Omnitech Retail or IWQNBCommerce (Seller) during every hour of the offer period will b
and the winners' list will be declared on 20-November-2021 on Flipkart Large Appliance
 Each winner will get a Free Flipkart Gift card Worth (subject to applicable taxes) the am
customer at the time of order.
 Gift Card details will be sent to registered email id on 15-December-2021 subject to pan
 In order to avail of the gift card, eligible winners have to mandatorily submit a valid PAN
November-2021 to Flipkart in order to claim the reward.
 Eligible winners can upload the Pan card copy by visiting the link (Only on the Website)
194B are applicable for winnings worth more than 10,000

Scenarios
1. Generic queries about the offer:
Order Not Placed:
 Tagging On SA: Non order Related >> Suggested Issues >> General Enquiry on Sale
Order Placed:
Check the T&C's and assist the customers accordingly
 Tagging on SA: Suggested Issue >> Targeted Discount/External Coupon >>> How to
code/Targeted discount >>Customer wants to use the discount mapped to his account
2. Customer unable to redeem the discount: Assign the incident to L2 and provide Oathke
Tagging on SA: Targeted Discount/External Coupon >>> Unable to redeem Discount/Code >> Perform
assist in Casperlite under 'User Offer Mapping' and select the relevant option as per customer V

3. Guidelines to handle Order Cancellation, RTO Reasons, and Experience Recovery

Customer contacts and states that  Check whether there is any Proactive Resolution already a
he/she was communicated that order.
his/her order may get cancelled by the
seller The resolution will look as below
  
Seller Cancellation, experience recovery update (Follow seller can
This order may get cancelled by the seller. If this gets cancelled a
the same product, request the customer to place a fresh order wi
cancellation, for the same product or FSN. Also, inform the custom
will be issued as an EGV towards the Flipkart Account within 7 da
delivered.

Yes, Proactive resolution incident is available and the orde

Consultant should acknowledge the same and inform the custome
Resolution
 Yes, Proactive Resolution incident is available but th
status: Consultant should acknowledge the same but sinc
shipped inform the customer can expect the delivery
 No, Proactive Resolution is not available (Irrespectiv
Consultant should inform the customer there was no comm
said order and he/she can expect the delivery

Tagging on SA: Suggested Issues >> Status Check 

 
TOA Grid for Pre-ship seller cancellations.
 

Order Value Minimum Order Maximum Order TOA to be issued (Note: The price differ
Value Value orders should not be i

Less than 250 0 250 No TOA

251 - 500 251 500 Flat 50

501 - 1500 501 1500 Flat 100

1501 - 3000 1501 3000 Flat 150

3001 - 5000 3001 5000 Flat 300

5001 - 7500 5001 7500 Flat 500

7501 - 10000 7501 10000 Flat 750

10001 - 15000 10001 15000 Flat 1000

15001 - 20000 15001 20000 Flat 1500

Greater than 20001 - Flat 2000

20000

4. Update as of 03-October-2021 (02:15 AM): For certain large

category products, the installation services are provided by
 Jeeves, which will be chargeable and the same will be reflected on
the checkout page. In such scenarios, inform the customer that the
final amount on the checkout page is inclusive of the installation
charges and the customer can delete the service if they are not
willing to avail the same. For Ex: 5,000 (Product Value) + 499
(Installation charges) = 5499 (Checkout value)Tagging on SA:
Suggested Issues -> App/website-related queries -> Enquiries
about wishlist,browse, search,share and compare ||Download
Type: Self Learning||"

5. Update as of 03-October-2021 (03:00 AM): The process has been

updated for scenario 'Customer contacts to cancel the order' and
changes are highlighted in 'Blue'. Follow the below path on Yoda
to view the guide and the changes are highlighted in Blue 'i-Know
Guides: 360° Assistance >> L1 Guides >> i-Know Guide:
Cancellation Related(IMS Version)'. ||Download Type: Self
Learning||

NOTE: If there are multiple items/products under the same order id, even a single
item/product is cancelled will result in the cancellation of the entire order under
the same offer. Hence reconfirm with the customers before proceeding with the
order cancellation.

6. TBBD 21| Buy Sony ,Fujifilm and Canon Cameras And Get Select Tripod at Flat
Re.1/- (02-Oct-21 TO 10-Oct-21)

ffer duration:
 Plus Customers: 02-Oct-2021 (12:00 AM) To 10-Oct-2021 (11:59 PM)
 Non Plus Customers: 03-Oct-2021 (12:00 AM) To 10-Oct-2021 (11:59 PM)

Brief:
 On purchase of DSLR/Mirrorless cameras
of select brands (Sony ,Fujifilm and Canon) during the offer period, first 500 customers will be
select Tripod at Re.1/- during redemption period.

Redemption Date: 17-Oct-2021 (12:00 AM) To 17-Nov-2021 (11:59 PM)

 Important Points To Note:
 Offers will be applicable on purchases made with seller Corseca/Retailnet
 The list of Eligible Product(s) under the offer can be found on clicking the offer listed un
of Flipkart account
 Offer is NOT applicable Canon EOS 3000D, Canon EOS 15000D and Canon EOS 200D D
 Offer is applicable only once during the offer period

Scenarios:
1. General enquiries about the offer: Assist the customer as per the T&C's and Imp points
Tagging On SA
 (Non-Order) : Suggested Issue >> Offers related>>General Enquiry on sales and eve
Promotions.
 (Order related): Suggested Issue >> Targeted Discount/External Coupon >>> How t
code/Targeted discount >>Customer wants to use the discount mapped to his account (
2. Customer claims that he/she did not get the reward is not mapped: Assign the case
Tagging On SA: Targeted Discount/External Coupon >>> Unable to redeem Discount/Code >
per Smart assist in Casperlite under 'User Offer Mapping' and select the relevant option as per

TBBD 21| Get EGV worth Rs.1000 on purchase of selected Home and Kitchen
Appliances (03-Oct-2021 To 10-Oct-2021)

Offer duration: 03-October-2021 (12:00 AM) To 10-October-2021 (11:59 PM)

Brief: On purchase of selected Home and Kitchen Appliances during the offer period, top 50 sp
EGV.

Winner Details
 Winners list will be declared on 30-October-2021 on the Flipkart Large Appliances categ
 In case the customer makes purchases through multiple orders, the sum of total amoun
will be considered as the contribution from the customer for deciding the winner
 The EGV amount will be credited to the customer's Gift Card wallet by the 15 of Novemb

Important Points To Note

 Offer is applicable only ONCE per account during the offer period
 Only Home and kitchen verticals listed by the participating seller are eligible for this offe
 Offer is not applicable in case of cancellation/returns or partial cancellations
 The Offer can be availed only ONCE per account
There will be 50 winners during the offer duration

Scenarios
1. Generic queries about the offer: Check the T&C's and assist the customers according
 Tagging on SA: Suggested Issue >> Targeted Discount/External Coupon >>> How to redeem
code/Targeted discount >>Customer wants to use the discount mapped to his account (Target
2. Customer complaints that he has not received the voucher and he is a winner
Tagging on SA: Targeted Discount/External Coupon >>> Unable to redeem Discount/Code >
per Smart assist in Casperlite under 'User Offer Mapping' and select the relevant option as per

Keywords: EGV worth Rs.1000, EGV, 1000 Rs, Home and Kitchen Appliances, top 50 spe
spenders, Gift card, November etc

Day 2.
Briefing
Pointers:

1. Update as of 04-October-2021 (12:00 AM): For the scenarios where

the customers contact to know the winner details for the
'#RevolutionOfColors.' contest, inform the customer that the
winners will be announced by 04-October-2021 and DO NOT
assign these incidents to L2. Tagging On SA: Non-order Related
>> Suggested Issues >> General Enquiry on Sale Events/ Offers. ||
Download Type: Self Learning||

2. Update as of 04-October-2021 (7:15 AM): Customer contacts

stating he/she is unable to update the itinerary scenario has been
added in the L1| i-Know Guide #15 General Enquiry (Applicable for
Travel Team) ||Download Type: Self Learning||

 Request customers to check the “Traveller

details” tab on the booking page and ensure that
the pre-fed list does not cross 25 entries.
 If the pre-fed list is above 25 names, the customer
Customer contacts stating will not be able to add new traveler information.
he/she is unable to update
the itinerary (Customers will have the checkbox on the page to edit
the list. The checkbox will appear by default)

Tagging: Flipkart Travel >> Pre- Sales >> Pre - booking

Query >> Solved
 3. Code Of Conduct Guidelines (Zero Tolerance)

Guidelines:
 Agents disconnecting the calls / forceful closure / call avoidance / incorrect
transfers - Multiple instances
 Consultant being rude/abusive with the customer
 Customer avoidance - Not answering customer's calls / placing the customer
on a long hold unnecessarily, due to which customer disconnects the call -
Long hold/mute
 Being Sarcastic or Mocking the customer
 Contacting customers separately via call or text or video unofficially and
outside of process scope - Contacting the CX through any channel (call, text,
Whats app etc) requesting the CX to share the Feedback
 Changing customer details. For e.g. - Redirect the shipment to the desired
party instead of the actual customer or add/change customer bank account
details
 Customer details / Flipkart proprietary information being shared with external
sources
 Misusing the system and system-rights for self-gain (e.g. issuing TOA to
self/family etc.)
 Using unethical means to increase the productivity of self/team
 Accessing customer information without a business reason
 Educating the customer on the process loopholes Sharing credentials -
credentials which can be misused (Sentinel Analytic Access, WFM CMS, Pine
lab application should be excluded from the scope)
 Closing the case as solved NRR unnecessary/incorrect closure of the case
4. Update as of 03-October-2021- (12:25 PM) (Applicable for L1 & L2
Travel team): Revised Refund TAT of different airlines has been
added in the Booking related, Cancellation and Refund L1 & L2 i-
Knowguides. Follow the below path on Yoda to view the guides: i-
Know Guides: 360 Assistance Trave >> L1 Guides >> Booking
Related >> L1| i-Know Guide #3 Booking Related i-Know Guides:
360 Assistance Trave >> L2 Guides >> Booking Related >>L2| i-
Know Guide #4 Booking Related i-Know Guides: 360 Assistance
Trave >> L1 Guides >> Cancellation >> L1| i-Know Guide #5
Cancellations i-Know Guides: 360 Assistance Trave >> L2 Guides
>> Cancellation >> L2| i-Know Guide #6 Cancellations i-Know
Guides: 360 Assistance Trave >> L1 Guides >> Payments &
Refunds >> L1| i-Know Guide #22 Refunds i-Know Guides: 360
Assistance Trave >> L2 Guides >> Payments & Refunds >> L2| i-
 Know Guide #23 Refunds (Applicable for Travel Team) ||Download
Type: Self Learning||"
Note: For Air India, the cancellation and refund timeline is 120 days
Refer to the below for the cancellation and the Refund TAT will be +9 days from
the cancellation TAT:

 
Airline name and Cancellation Voluntary/
Remarks
type TAT Involuntary
Indigo/ SpiceJet/ Voluntary/ From the cancellation
3 days + 9 days
GoAir/ TruJet (LCC) Involuntary initiation date
Upto 10 days + Voluntary/ From the cancellation
AirAsia (LCC)
9 days Involuntary initiation date
Air India Express Upto 10 days + Voluntary/ From the cancellation
(LCC) 9 days Involuntary initiation date
15 days + 9 Voluntary/ From the cancellation
Fly Dubai (LCC)
days Involuntary initiation date
ACMs or refunds for
Upto 21 days +
Involuntary exchanged tickets may take
9 days
upto 30 days
Vistara (GDS)
ACMs or refunds for
Upto 7 days + 9
Voluntary exchanged tickets may take
days
upto 30 days
120 days + 9 Voluntary/ From the cancellation
Air India (GDS)
days Involuntary initiation date
Voluntary/ From the cancellation
Emirates (GDS) 7 days + 9 days
Involuntary initiation date
ACMs or refunds for
30 days + 9 Voluntary/
Ethihad (GDS) exchanged tickets may take
days Involuntary
upto 90 days
Voluntary/ May take upto 120 days for
Air Canada (GDS) 7 days + 9 days
Involuntary Exchanged tickets/ ACM
90 days + 9 Voluntary/
Gulf Air (GDS)
days Involuntary
90 days + 9 Voluntary/
Oman Air (GDS) days Involuntary
Refund for exchanged tickets
90 days + 9 Voluntary/
may take more than 120
Srilankan Air (GDS) days Involuntary
days
90 days + 9 Voluntary/
Oman Air (GDS) days Involuntary
Other International 60-90 days + 9 Voluntary/
Airline days Involuntary