Missing/Incorrect Product

Non-PPE

1. Check the date of raising the claim from the date of delivery. 

2. We entertain claims only within 7 days from the date of delivery.

3. If the claim is raised within 7 days from the delivery date then:  

4. a) For order amount less than Rs 2000: -

Partners can now claim refunds for damaged/missing/incorrect products from the app itself

Agent needs to check the fraud score of the partner - if the fraud score of the partner is <=50 (less than 50) and refund amount is less than 2000 then guide the partner to follow the below given process:

Help > Products & PPE > View order list and raise issue > Select order > Need help > Report damaged/missing/incorrect items > Select SKU > Click the image of the damaged items > Approve

Note: If refund is not getting approved from app, then get this approved from TL and proceed for the refund. We need to keep the ticket pending till the time refund is not processed.

4. b) For order amount Greater than Rs 2000:-
Agent need to check the fraud score of the partner - if the fraud score of the partner is >=50 (greater than 50) and refund amount is greater than 2000 then  agent need to raise the same with TL and TL will initiate the refund for the pro and after validating the same Kartik will process the refund in 3 hours. 

For refunds case need to be raised with these TL's:- Sankul, Tarun, Abhishek and Prerna 

For Claims Raised after 7 days:  

Apologize and deny the claim since the TAT has been breached and close the ticket.