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AJIO Briefing Doc

December 11, 2023
||Centre: 3iBSPL

No complaints for BBS Dec should be taken before 5th January.

Pre-Checks to be done before taking any action such as– Order Value, eligible Order,
Offer/Promotions
Cancellation/Return, Exchange & return window etc. to be checked.

Complaint to be raised only on eligible orders after doing the necessary pre checks.

Champs must use all empowerments like KM articles, Promotions Terms & Condition
Page, Stakeholder communication to establish validity & eligibility of the customer/order
before raising any complaint.

Process Updates New user registration bonus link: https://www.ajio.com/shop/first-customer-page

Due to the Cyclone Michaung across the coastal areas of Tamil Nadu, Andhra Pradesh,
Odisha and West Bengal, our 3PL operations have been impacted. We may observe
certain delays in delivery & pick up. Please inform customers on relevant cases. Please
note, any breach that requires C&R to be raised shall be followed as per regular call flow

As per AJ9296, we do not need to reopen the case(s) in case of those are
Important Updates closed/resolved with Decline reason. Champ should inform the decline reason with
customer and tag under the relevant query, such as Decline- Non returnable. Champ
should not create another complaint with the same category if customer disputes on the
resolution.

 PFB screenshot from UAT for is Returnable/is Exchangeable/Window details at

product level for particular order entry. Same is now being reflecting at customer’s Order
Details page.
Audit Observations
 AJ9131- Champ should not take complaint under Unable to place order as one need to
ask customer to share the snap of error over the email.
 AJ9132- Champ should asked customer for the product is used or not only then
proceed further for creating any QC return.
Assured Gift Coupon validity is till 30 Nov 2023. However, customer can see that in his/her my
rewards section.
 If the shipping charges are being highlighted with (*) that means it cannot be
refundable. Refer AJ9194 as the same been updated.
 Audit Observation:
Important Updates
What went wrong? What should be done?
TNPS script not adhered/Influenced TNPS 5 sec delay not pitched that should be pitched completely
Champ should share the information correctly by adhering the
Wrong Information Shared
correct KM Article
Process Updates Issue documented wrong Champ should tag the call by referring correct KM Article

Briefing Coverage:

Topics Covered Details

CS-Cockpit Changes Going forward- Champ will get - is Returnable/ is Exchangeable/ Window option on
Offer/Promotions CS-Cockpit. Changes has been implemented from 19th Nov’23.
CQ Score (Internal + Feedback shared with the champs those got Autofail in CAT. Scores were shared with
External) them as well.
KM Adherence should be proper as we have new article updates - AJ9194 that
KM Adherence
indicates how to identify the charges, would be refundable or not.
Champ guided to take calls properly and politely. Champ guided to work upon soft
TNPS Score
Audit Observations skills with KM adherence. It will reduce the detractor and increase the promoters
Champ should follow the AJ9296 as per the update, champ should not reopen the
AJ9296
complaint on which Decline/Politely Decline mentioned in comment.