TAGGINGS NOTES:

1. 24 HOURS STATUS UPDATE

ISSUE:- cx states that the product he received is

RESO :- so cx wants to return the product so req cx wait for 24hrs for the status update
cx agreed

2. ACCOUNT RELATED ISSUES

ISSUE:- cx states that he is unable to login the account

RESO :- so escalated issue as per cx voc
shared TAT with the cx
req cx to wait and share the id proof within 24 hrs on outreach@flipkart.com
cx agreed

3. ADDRESS CHANGE

issue:- cx want to change the address as he select wrong address product is already
shipped by the sellers end
res:- so informed cx to cancel the order and place a fresh order cx agreed
issue:- cx want to change the address but address change was not possible as
product was already shipped by the sellers end

res:- informed cx to cancel the order and place a fresh order with correct address

4. AMOUNT DEBITED ORDER NOT CONFIRMED

IF TRANSACTION IS FAILED
Issue:- Cx came with a concern that his amount has been debited, and the order is
not confirmed yet. According to the information, the transaction has failed.
Res:- Informed cx that refund will be initiated in 8 business days and cx has to
place a fresh order. Cx agreed.

IF TRANSACTION IS PENDING
Issue:- Cx came with a concern that his amount has been debited and the order is
not confirmed yet. According to the information, the transaction is pending.
Res:- Informed cx to wait for 24hrs, either the order will get confirmed or the
amount will be refunded. Cx agreed.

IF TRANSACTION IS SUCCESSFUL
Issue:- Cx came with a concern that his amount has been debited and the order is
not confirmed yet. According to the information, the transaction is successful.
Res:- Informed the cx that either the order may get confirmed or the amount may
be refunded. Asked cx to wait for 24HRS. Cx agreed.
5. AMOUNT NOT REFLECTING AFTER COMPLETION

Issue:- Customer said that he having issue in the refund he said that he was try to
open the refund link but it was not working, so he was unable to enter his bank
details.So as per customer voc take his bank details.
Resolution:- As per customer voice take request and TAT given to customer.

6. BANK DETAILS UPDATE (UNREGISTERED CALLER)

ISSUE :- CX states he is facing issues related to the product and wants to return the
product
RESO :- as while raising return as per cx voc
cx bank account details were not updated
cx wanted refund only in bank account
so as cx was not registered caller
requested cx to call from registered mobile number
cx agreed

7. BLACKLISTING ISSUE

Issue:- cx came with a concern that his account has been blacklisted so cx wants it
to be removed from blacklist
Res:- informed cx that the concern is being forwarded and resolution will be
provided
tat shared

Issue:- cx came with a concern that his account has been blacklisted so cx wants it
to be removed from blacklist
cx also states he has ordered product but they were missing and after that cx has
raised return for missing then flipkart has blocked the account
cx wants to get the validate the returns
cx is not satisfied
Res:- informed cx that the concern is being forwarded and resolution will be
provided
tat shared

as cx mail was not updated so mentioning cx email ID were cx wants get update

8. BLANK EMAIL

Issue:- cx already communicated with another agent so dont want to talk any more
Res:- NA

issue:- cx said issue has resolved now no need for the help

res:- NA
 Issue:- cx is busy and dont have time to talk
Res:- informed cx to raise call me back request again
9. CALL DROP

issue:- cx said hello and call dropped by cx

res:- NA
issue:- due to some technical issue cx was not able to listen by voice call dropped
res:- NA
issue:- cx was not responding on the call and call dropped by cx
res:- NA

10. CANCEL THE ORDER

Issue:- Customer ordered this product by mistake.

Resolution:- As per resolution cancel the order.

issue:- cx want to cancel the order but cancellation was not allowed
res:- informed cx to cancel the product on door step by the wish master cx agreed

11. CANCEL THE RETURN REQUEST

Issue:- Customer said that he want to refund for the product.

Resolution:- As per resolution cancel the return request.

12. CANCELLATION NOT ELLIGIBLE

issue:- cx want to cancel the order but cancellation was not allowed
res:- informed cx to cancel the product on door step by the wish master cx agreed

13. COD RETURN UNREGISTERED CALLER

CX states that the product he received is missing so

requested cx to call back from registered number as the cx was unregistered
cx agreed
nearest tagging done as no relevant found

14. COD UNAVAILABLE

issue:- cx came with concern that she/he can’t able to use COD option to buy any
product
Res:- informed cx that this facility is provided buy the seller if you can’t able to use
COD then Please use another payment gateway to purchase the product

15. COMPLAIN STATUS

cx states that he wants to know the status of the complain

shared details with the cx
 req cx to wait till TAT
cx agreed
16. CUSTOMER IS UNABLE TO UPDATE CONTACT NUMBER /EMAIL ID ( GUIDELINES)

Capture all the information mentioned by the customer accurately in the ‘Andon’
form

Assign the incident to the backend team and provide the OathKeeper TAT to
customer

NOTE:NOTE: Request the customer to send an email to outreach@flipkart.com

with the below details and Share the incident ID created against the issue and ask
the customer to share the ID proof with the subject line <IncidentID> <Current
Phone/EMail ID> <To Be Changed Phone/EMailID>

Flipkart details (Registered Email ID/ Mobile number)along with the type of change
request
Attach a Copy of valid Id proof (I.e: Pancard, Driving Licences or Voter ID)

Tagging On SA

Contact number change:

Tagging on SA: Non-Order Related >> Suggested Issues >> Account Related -
Queries >How to change/ update registered phone number.

Email ID change:

Tagging On SA: Non-Order Related >> Suggested Issues >> Account Related -
Queries >How to change/Update email id.

17. CX RECEIVED ERROR WHILE LOGIN

Ask the customer to retry after 4 hours by deleting the cache and cookies
If the issue persists, assign the incident to backend team
Capture all the information mentioned by the customer accurately in the ‘Andon’ form

NOTE: NOTE: Request the customer to send an email to outreach@flipkart.com with

the below details and Share the incident ID created against the issue and ask the
customer to share the ID proof with the subject line <IncidentID> <Current
Phone/EMail ID> <To Be Changed Phone/EMailID>

Flipkart details (Registered Email ID/ Mobile number)along with the type of change
request
Attach a Copy of valid Id proof (I.e: Pancard, Driving Licences or Voter ID )
 Tagging on SA: Non Order Related >> Suggested Issues >> Account Related -
Queries > Unable to Login

18. CX RETURN REQUEST RAISED

Voc:- cx came with concern that he ordered but he received so complaining for the
same
Packaging manner was
Invoice received
Res:- informed cx that concern is being forwarded to team .

19. DAMAGED PRODUCT

Issue:- Customer said that he having issue in the product he said that it was
damage when receive the product, So he want to return it.
Resolution:- As per customer voice take request and TAT given to customer.

20. DELAY IN DELIVERY

Issue:- Customer said that ordered a product and the delivery promise date was over
but he did not get his product....
Resolution:- As per resolution check the details on Tracking ID and taken request as
per customer voice and TAT given to customer..

21. DELAY IN PICKUP

issue:- cx came with concern that when his pickup will be done
Res:- informed cx that its delay in pickup and informed cx to wait for on or before
product will be pickup from his door step

22. DELAY IN SHIPPING

Issue:- Customer said that the promise date is near but his product was not shipped.
Resolution:- As per customer voc take request and TAT given to customer.

23. DELIVERY REATTEMPT

Issue:- customer said that his product today Out for Delivery but he did not receive
his product.
Resolution :- As per customer voc checked the product details on SA and informed
same to customer and also told to him courier team will be try to best re-attempt in
working day.

24. EMI
 Issue:- Customer said that he want to know about the EMI. How he can buy the
product on EMI?
Resolution:- As per resolution inform him all details T&C as per Website.

25. ESCALATION

cx states he directly wants to talk to sr so escalated the call

26. FE CONTACT NUMBER

issue:- cx wants to know the fe details

res:- provide information as per SA. Forwarded an sms through SA

issue:- cx wants to know the fe details

reso:- provided info as per SA told cx that the product is not out for delivery
req cx to wait as the details will be forwarded to the cx mobile number

27. FLIPKART PAY LATER

CX STATES the bill was paid but it still shows due in the FPL acc
so shared details as per SA req cx to wait for 24 hrs for the status to update as paid

issue has been highlighted

CX STATES the bill was paid but it still shows due in the FPL acc post 24hrs
so shared details as per SA req cx to wait as the complain was escalated
req cx to wait till TAT
cx agreed

PAY LATER FOR BLACKLISTED CX

issue:- cx wants to clear due amount of paylater

res:- esclate cx concern to team and provide tat for the same

Customer claims that Flipkart Pay Later is shown as a loan in his/her credit history
or credit report. Which is impacting the credit scores and want to close paylater
account. OR
Customers are unhappy with the Flipkart paylater EMI Processing fee and the
increased Late fee/Usage fee.

28. INSTALLATION RELATED QUERIES

INSTALLATION TICKET ALREADY RAISED '

CX states that the product has been delivered yet the installation of the product is
not done so checked details as per SA and product page told cx that the installation
ticket has been already raised req cx to wait on or before committed date the
 installation will be done

INSTALLATION TICKET NOT RAISED TAT BREACHED

CX states that the product has been delivered yet the installation of the product is
not done so checked details as per SA
ESCALATED complain as per cx voc as the date was breached
shared TAT with the cx
req cx to wait
cx agreed

INSTALLATION NOT REQUIRED

CX states that the product has been delivered yet the installation of the product is
not done so checked details as per SA and product page told cx that THE
INSTALLATION IS NOT PROVIDED by the seller for the product and the product
doesnt require installation

cx agreed

29. INVOICE REQUEST

Issue:- cx came with concern that he want invoice for the same product
res:- provide soft copy TO THE CX told cx that the soft copy has been sent to the
reg mail address also provided the selfserve for downloading it from the order
sections

cx states that he wants the invoice for the product

shared details as per SA told cx to update the mail address as it was not updated
also provided the self serve for downloading it from the order sections

30. LANGUAGE CALL BACK

CX wanted to talk in another language

req cx to raise a call back in desired language

31. MISSING

cx states that the product he received is missing product

INNER/OUTER PACKAGING GOOD SO raising request as per cx voc

32. NO/ SERVICE CENTRE DETAILS

 Issue:- Customer said that he having issue in the product so he want to know about
service centre details.
Resolution:- As per resolution check all details for service centre details in Yoda but
didn't find any service centre details in Yoda so as per customer voice take request
and TAT given to customer.

33. NON ORDER PRODUCT RELATED

cx states that he wants to order the product and wants to know about the
specifications of the product
so shared details as per Sa and the product page
cx agreed

34. NON SERVICABLE NON ORDER

cx states that the product is in out of stock for his pin code
so shared details as per SA
req cx to wait as seller is currently not accepting orders for his area
cx agreed
provided self-serve for notify me option

35. NOT AS PER WEBSITE

Issue:- Customer said that the product was not as per website..
Resolution:- As per resolution take request and packing manner explain to customer
and reverse pickup TAT informed to customer.

36. NOT AWARE OF CANCELLATION

Issue:- Customer want to know reason of cancellation of his order.

Resolution:- As per resolution informed to customer all information as per SA and
request to him please place new fresh order

37. NOT ELLIGIBLE FOR RETURN

Issue:- Customer said that he having issue in product so he want to return the
product.
Resolution:- As per resolution informed to customer your product out of 10 days
replacement policy, so you have to visit your nearest service center they will help
you.
38. ORDER STATUS NOT UPDATED AS DELIVERED

CX states that the product is already del but the statusis not updated due to which
he is unable to place a return
so shared details as per sa escalated the case shared TAT with the cx
req cx to wait
cx agreed

39. OUT OF DELIVERY AREA

Issue:- Customer said that his product was not delivered to him and when i check in
tracking id it was showing out of delivery area.
Resolution:- As per resolution inform him team will be communicate with you and they
will inform you pick up centre details you have to collect from there and TAT informed
to customer.

40. OUT OF STOCK

Issue:- Cx said that he want to buy product but when he check out it was showing out
of stock.
Resolution:- As per resolution inform him all details as per website and also inform to
check through notify me option when it will available in stock so you can order it.

41. PICKUP DONE RETURN CANCELLED

cx came with a concern the product has been picked up but the return status is
updated as cancelled
SO escalated issue as per cx voc shared TAT with the cx
req cx to wait on or before TAT team will
contact and provide reso

42. PICKUP DONE STATUS NOT UPDATED

CONTACT MADE WITHIN 24 HRS

cx states that the product Pickup is completed, status not updated

informed cx that product is picked up it will maximum take 24 hrs for the status to
update req cx to wait till 24hrs cx agreed

CONTACT MADE after 24 HRS

cx states that the product Pickup is completed, status not updated

informed cx that wait till TAT on or before team will communicate and provide
resolution over the issue that wait till TAT on or before team will communicate and
provide resolution over the issue
43. PICKUP STATUS ENQUIRY

issue:- cx came with concern that when his pickup will done
Res:- informed cx that his product pickup date is on or before logistic will pickup
his product from his door step and after business days his refund will be credited
back to source in his account

44. POLICY RELATED

issue:- cx came with concern that he want to return the product as product policy is
NO RETRUN
Res:- informed cx sorry for the inconvenience as product policy is NO RETURN so
you have to continue with this product, politely deny to cx

issue:- cx came with concern that he want replacement for the product as policy is
over
res:- informed cx that he is not eligible for the return as policy is breached cx
agreed

issue:- cx came with concern that he want refund for the product as policy is of
replacement
res:- informed cx that he is not eligible for the return as policy is of replacement

cx states he haven't received complete product and wanted to return the product
so politely denied the cx as the product return policy was breached apologized cx
for inconvenience
cx agreed

45. POST POLICY

cx states that the policy is breached and is unable to raise a return request
so as cx has contacted within 5days of return cancellation so escalating
return on behalf of cx and shared TAT with the cx req cx to wait till TAT
cx agreed

46. PRIORITY DELIVERY

CX states that he wants the product to be delivered on priority basis

so escalated issue as per cx voc so shared details as per SA
told cx that due to limited slot availability change in the del slot is not available
so req cx to wait till promise date WM will try to get it delivered on or before
 promise del date.
cx agreed

47. REFUND LINK WORKING

cx states that the refund is not iniatiated so shared refund status with the cx as per SA

shared details as per SA that the refund was failed

Inform Customer that SMS has been sent on registered phone number and Request
customer to fill the details to get refund processed

48. REFUND LINK NOT WORKING

cx states that the refund is not iniatiated so shared refund status with the cx as per
SA
shared details as per SA that the refund was failed
Inform Customer that SMS has been sent on registered phone number and
Request customer to fill the details to get refund processed
cx states that the the link is not working, Inform customer to keep bank account
details handy.
We're looking into this and will get back to you with an update within the TAT

49. REFUND STATUS

Issue:- Customer said that he want to know about his refund status.
Resolution:- As per customer voc check SA and informed as per SLA to customer and
your amount refunded on or before Date.

50. REINSTATE CANCELLED ORDER

Issue:- Customer want to reinstate his product.

Resolution:- As per resolution informed to customer it will be not possible to
reinstate your order. You have to place a new and fresh order.

51. RETURN IN FRM

issue:- cx came with concern that he want his replacement as soon as possible
Res:- informed cx that his concern is already forwarded to FRM team and informed
cx to wait on or before team will communicate and provide resolution for the
same and also informed that team will communicate via email so plz active on
email. cx agreed

issue:- cx came with concern that he has received missing product so complaining
 for the same
Res:- informed cx that his concern is already forwarded to FRM team and informed
cx to wait on or before team will communicate and provide resolution for the
same and also informed that team will communicate via email so plz active on
email. cx agreed

issue:- cx came with concern to know the status of his return

Res:- informed cx that his concern is already forwarded to FRM team and informed
cx to wait on or before team will communicate and provide resolution for the
same and also informed that team will communicate via email so plz active on
email. cx agreed

52. RETURN IN CANCEL REQUESTED STATE

issue:- cx came with concern when his product will return

res:- informed cx that his return is in cancel requested mode so informed cx to wait
24 hours to get the cancel update

issue:- cx came with concern when his product will return

res:- informed cx that his return is in cancel requested mode and already more than
48 hours completed but still status is showing cancel requested mode so escalate
concern to team and provide tat for the same

53. RETURN STATUS ON HOLD

Issue:- Customer said that he want to know about his return status.
Resolution:- As per resolution all information provide to customer as per SA and
also inform him if you want to initiate your return request so please enter your
invoice last 4 digit in flipkart app for order delivery confirmation.

54. SCHEDULED DELIVERY

CX states he wants to reschedule the delivery as he is not available on the promise

del date
so raised issue as per cx voc
shared details As per SA
req cx to wait
cx agreed

55. SERVICEABILITY

Issue:- Cx said that he want to buy the product but it was showing currently out of
stock on his pin code.
 Resolution:-As per resolution inform him it will be depend on seller so if it will be not
available right now so you have to wait till when it will be available on your pin code.

56. SERVICE CENTRE DENIED

Issue:- Customer said that he having issue in the device so he went on service
center and they were denied for service. so as per customer voice take the service
center details.

Resolution:- As per customer voice take request and TAT given to customer.

57. SERVICE CENTRE DETAILS

cx came with concern that his product is not working properly and wants to claim the
warranty of the product
so shared details as per sa routed cx to concerned service center and provide details
for the same
cx agreed

58. STATUS CHECK

Issue:- Customer want to know about his product status..

Resolution:- As per resolution provide him his order status approve and informed
his product delivered on or before date

Issue:- Customer want to know about his product status..

Resolution:- As per resolution provide him his order status approved and informed
his product delivered on or before date
req cx to wait till evening as the product was out for del
req cx to wait till next business' days cx agreed

59. SUPER COINS

Issue:- cx came with a concern that the super coins are not being credited
Res:- informed cx that the concern is being forwarded and resolution will be provided
Tat shared

60. TS RETURN

Issue:- customer said that he having issue in the product he said that the device was
overheating, so he want to return it.
Resolution:- As per resolution Troubleshoot provide him but device issue was not
resolve so as per customer voice take request and packing manner explain to
customer and reverse pickup TAT given to customer
61. UNREGISTERED CALLER

Customer calling with unregistered no.. and unable to verify his Account details so
informed him please call back with registered no. we are surely help you.

62. WM DENIED DOORSTEP DELIVERY

issue:- cx came with concern that wishmaster denying for door step delivery so cx
is complaining for the same
res:- informed cx to wait on or before team will communicate and provide resolution

over the issue

Apologised cx for the same told cx that forwarded the complain

63. WM DENIED PICKUP

CX sates that the product he has placed for return

was denied by wishmaster during pickup
as checked from SA return was raised with correct reason so
escalated the concern as per cx voc
shared TAT with the cx req cx wait till TAT
cx agreed

64. WRONG DELIVERY

PREPAID ORDER

Issue:- cx came with a concern that he didn't receive the product but got the delivered
message asked cx to contact with neighbours and security cx checked but product
was not delivered to them also
Res:- informed cx that his concern is being forwarded and resolution will be provided
tat shared

WRONG DEL COD ORDER

Issue:- Cx voc came with concern that the product is not delivered to him but got
delivery confirmation
Res:- Info shared with cx and apology given to cx as the product was placed for cod
so requested cx to place a fresh order