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Scenarios

Process to be followed

1

A customer enquires regarding the installation date  

• Login to Kapture Tool

• Click on the + Sign followed by Add Ticket
  
  

• Click on Phone/Order ID/Ticket ID/Email based on the information available click on Search

Phone option View

Order ID option View

Ticket ID option View 

Email option View 

• Visit the latest ticket page of that order and click on Ticket Information

• Look for the Status of Installation and the Promised date of Installation

• Understand the way forward as per the steps mentioned in the next rows

1.1

If the Status of Installation is Created/ Rescheduled and is Within the Promised Date

• 
  Inform the customer of the installation date according to the Kapture Tool

• Share the Brand Contact Details 

• Educate him/her as the installation is directly arranged by the brand, he/she can directly connect with the brand for any queries

• Also, notify the customer since installation is directly arranged by the brand he/she can call the brand directly and provide the number registered with Flipkart during order placement, for any queries related to installation 

Tagging on Kapture: Enquiry >> Enquiry about tat/spd

1.2

If the Status of Installation is 

Created/Rescheduled, however, the Promised Date of the Installation is breached

• 
  Check for the summary shared by the brand in the Comments section of the Ticket activity

Comments Available: 

• Check if the revised date is Available/ Not Available

  • If the revised date is Available: 

    • Inform the customer the same
      
      

Revised Date/Comments Not Available:

• Inform the customer that the incident will be escalated and the brand will connect with them within 2 business days

• Share the Brand Contact Details and ask him/her to directly connect with the brand for any queries. Also, educate the customer that since installation is directly arranged by the brand he/she can call the brand directly and provide the number registered with Flipkart during order placement, for any queries related to installation

Tagging on Kapture: Complaint >> Delay in service-Out of spd

1.3

If the Status of Installation is In Progress state

• 
  Check with the customer if the Service Technician has contacted him/her for Installation as it is done by the Brand 

Service Technician Contacted: 

Check if the Service Technician informed that he will cancel the installation/reschedule the visit/ do the installation later:  

Cancel the installation:

• Apologize to the customer and probe him/her if the installation is still required/not required 
  
  
  

  • Installation Still Required:

• Cancel the existing ticket and create a new one (reopen)
  
  

Tagging on Kapture: Request to reopen ticket-Previous ticket cancelled 

• Installation is Not Required:
  
  
  

  • Cancel the existing ticket 

  • Inform the customer that he/she can re-connect with us or the brand whenever installation is required 

  • Share the Brand Contact Details and ask him/her to directly connect with the brand for any queries
    
    

                 Note: Self-installation by the customer will void the warranty

Tagging on Kapture: Request To Cancel

Reschedule the visit/ Do the installation later: 

• Follow the Rescheduling the Ticket process (1.2)

Service Technician has Not Contacted:

• Follow the process from Point 1 to 1.2

1.4

If the Ticket is in the ‘Cancel Initiated’ or ‘Cancelled’ state

Note: This is an On-call process

• Refer to the Cancellation Reason under Ticket Activity Summary on the Kapture tool

• The reason for cancellation will be mentioned in the Remarks section

Reference Screenshot: 

• Check if the Ticket is in Cancelled Initiated state

If Yes, 

• The reason of cancellation will be mentioned in the Remarks section

• Refer to the installation cancellation reason and share the same with the customer

• Probe the customer if he/she still wants to opt for Installation

Customer opts for Installation again: 

• Cancel the previous ticket and re-open the ticket

• Inform the new installation date
  
  
  

Steps for Ticket Cancellation: 

• Cancel the ticket by clicking on Cancel CVC

• Select the Cancel Reason as Customer_Not_Ready

• Enter Remark as Cancel and click on Submit

Note: This is only applicable to tickets when they are in cancel initiated state

Steps for Reopening the Ticket:

• Enter the customer’s Phone No./Order ID/Ticket ID/Email based on the information available and click on Search
  
  

• Click on Reopen

• Probe the customer if he/she wants to Change Alternate Contact Number/Mobile Number/Address

• Add Remarks as per customer’s VOC

• Click on Submit

Reopen >> Alternate Contact Change View

Reopen >> Mobile Number Change View

Reopen >> Address Change View

Note: 

• If the Cancellation Reason is mentioned as the customer denied paying installation charges, the agent should ask the customer to pay it to the brand next time as installation is chargeable (Cash/UPI)

• In case of reopening a ticket, the tagging, issue type and notes will be auto-filled

• Agents to modify notes based on the customer's VOC

Tagging on Kapture: Request to reopen ticket-previous ticket cancelled

If the customer states that the duration of the New Promised Date is too long: 

• Inform the customer that the technician visit will only take place on/within the date mentioned by the brand

• Share the Brand Contact Details and ask him/her to directly connect with the brand for any queries

2

A customer contacts and wants to change the installation address/ contact number

Steps to change the Installation Address:

• Check the current PIN Code and the City updated under Customer Information in the Kapture tool 

Customer mentions the same address: 

• If the address is the same, inform it to the customer and share SPD. Close the ticket post that
   

Customer mentions the different address/ PIN code/ same PIN code; different address:

Different Address & Different PIN code

• Inform the customer that the existing ticket needs to be cancelled to check if the PIN Code is Serviceable/ Not Serviceable

Different Address & Same PIN code:

• Inform the customer that the existing ticket needs to be cancelled to change the address

Customer Disagrees:
 

• Close the call informing the SPD (Service Promised Date)
  
  

Customer Agrees:

• Cancel the existing ticket 

• Reopen the ticket and change the address

• Click on Change Address

• Add Remarks as per customer’s VOC

• Click on Submit

• Enter the PIN Code

• If the  PIN code is Serviceable, you will receive a note in blue. Click on Add New

Tagging on Kapture: Pin code serviceable >> Request >> Address Change request-Serviceable 

• If the PIN code is Not Serviceable, ask the customer to share another PIN code
  
  

Tagging on Kapture: Request >> Address Change request denied-Non serviceable

• Probe the customer to share the Address, add the Remarks and click on Submit

Steps to change the Contact Details of the Customer:

• Check the current contact number that is updated under Customer Information in the Kapture tool

Contact number shared by the customer is the Same: 

• If the contact number is the same, inform it to the customer and share SPD. Close the ticket post that
  
  

Contact number shared by the customer is Different or wants to add an Alternate number:  

• Inform the customer that the existing ticket needs to be cancelled to update the contact number 

Customer Disagrees:
 

• Close the call 

Customer Agrees:

• Cancel the existing ticket 

• Reopen the ticket and change the contact number/ alternate contact number
  
  

• Click on Change (Primary) Contact Number/ Alternative Contact Number (only one can be changed at a time)

• Add Remarks as per customer’s VOC

• Click on Submit

Reopen >> Primary Mobile Number Change View

Reopen >> Alternate Contact Change View

3

A customer contacts and wants to know about the installation charges 

• Go to Kapture Tool >> Ticket Information >> Amount to collect to check the charges mentioned for Installation related to the particular ticket

• Educate the customer regarding the same

Customer wants to know the installation charges for the accessories:

• To check information regarding the products, go to Flipkart Website/App >> Product Page and check the Rate Card (View Details)/ Accessory Information

Reference Image: 

• If the necessary information is available on the website, notify the customer regarding the approximate charges
  
  

Note: The exact charges can be confirmed by the technician

• If the necessary information is unavailable, notify the customer that the technician will inform him/her regarding the exact charges

• Share the Brand Contact Details 

• Educate him/her as the brand directly arranges the installation, he/she can directly connect with the brand for any queries and provide the number registered with Flipkart during order placement, for any queries related to installation 

Tagging on Kapture: Enquiry >> Enquiry about service charges

4

A customer complains stating that the brand is denying to install the product as it is non-replenishable/ product cannot be installed due to: 

• Space issue at customer’s house
  
  

For example:

i. Chimney size is bigger than the space where it is supposed to be installed 

ii. Customer purchase RO water purifier instead of UV 

iii.Water Geyser

• On Kapture check the remarks under the Ticket Activity Summary

Inform customer: 

• The installation was cancelled by the brand as the installation space was not ready or not compatible with the product 

• Customer can ensure space readiness and request installation within 30 days of product delivery

• Post 30 days of delivery, they will need to contact the brand

• Self-installation will void the product warranty

Tagging on Kapture:  Enquiry >> Enquiry about the TAT/SPD

Customer disputes: If customer wants the re-installation to be arranged:

Reopen a new ticket and inform the {SPD}

Tagging on Kapture: Request to re-open - previous ticket cancelled

5

A customer contacts and complains that Installation was not done, but marked as Completed

• 
  Check if the customer made the contact within/post 10 days of Installation completion

Customer contacts within 10 days of Installation Completion:

• Apologize to the customer and reopen the ticket on Kapture tool

• Upon reopening the ticket, a new Service Promised Date will be visible 

• Share the Promised Date with the customer and inform him/her that the brand will arrange for a technician visit at his/her location

• Share the Brand Contact Details 

• Educate him/her as the installation is directly arranged by the brand, he/she can directly connect with the brand for any queries and provide the number registered with Flipkart during order placement, for any queries related to installation 

Tagging on Kapture: Request to reopen ticket-previous ticket cancelled

Customer contacts post 10 days of Installation Completion:

• Ask the customer to reach out to the brand as the policy period has ended

Tagging on Kapture: Enquiry >> Enquiry about tat/spd

6

A customer contacts for the following reasons: 

• Installation completed, but demo was not given

• Needs a demo again

• 
  Apologize to the customer and reopen the ticket on Kapture tool

• Upon reopening the ticket, a new Service Promised Date will be visible 

• Share the Promised Date with the customer and inform him/her that the brand will arrange for a technician visit at his/her location

• Share the Brand Contact Details 

• Educate him/her as the installation is directly arranged by the brand, he/she can directly connect with the brand for any queries and provide the number registered with Flipkart during order placement, for any queries related to installation 

Tagging on Kapture: Request to reopen ticket-Improper inst.

7

A customer contacts and complains that the brand has demanded/taken an additional charge for the installation 

• Ask the customer to share the exact additional charge

• Check if the amount charged same as the one mentioned on the Kapture Tool

Amount matches the amount as mentioned on the Kapture Tool: 

• Educate the customer that the right amount has been charged

Note: Inform the customer that the same amount had been mentioned during the time of order placement 

Tagging on Kapture: Enquiry about service charges

Amount does not match the amount as mentioned on the Kapture Tool: 

• Check with the customer if he/she bought any extra accessories

If Yes:

• Inform the customer that the additional charge is for the accessory he/she bought

• Share the Brand Contact Details 

Tagging on Kapture: Enquiry about service charges

If No:

• Assign the case to L2

• Inform the customer that the exact reason will be validated

• Share the Oathkeeper TAT 

Tagging on Kapture: Complaint >> Extra cash collected by technician

8

A customer contacts and complains that he/she did not get an invoice copy from the brand

Check with the customer if the Installation is Completed/Not Completed: 

Installation is Completed: 

• Ask the customer to reach out to the brand directly for an invoice copy

Note: Only brand can share the Invoice

Installation is Not Completed: 

• Inform the customer that he/she will get the invoice copy once the installation is completed

Tagging on Kapture: Request >> Installation invoice required-Invoice available 

9

A customer contacts and informs that he/she wants to cancel the Installation 

• Cancel the ticket on Kapture tool

Tagging on Kapture: Request >> Request to Cancel

10

A customer contacts and complains that the technician has damaged his/her property 

(tiles/water tap, etc.)

• Apologize to the customer

• Inform him/her that the complain will be escalated to the brand

• Share Oathkeeper TAT with the customer

Tagging on Kapture: Complaint >> ST damaged customer’s property

11

Customer contacted stating technician behavior was rude

Check the Installation status:

Installation status is in a completed State:

• Apologize for the inconvenience and inform the customer that we have captured the feedback. We will take steps to ensure this does not happen again.

Tagging on Kapture: Enquiry >> ST Feedback

Installation status is in a Allocated / Service Pending State:

• Apologize for the inconvenience and inform the customer that we have captured the feedback. We will take steps to ensure this does not happen again.

Installation status is Cancelled:

• Apologize for the inconvenience. Please reopen the ticket on SRMS and note the remark as "rude behavior by technician."

Tagging on Kapture: Complaint >> Rude behaviour by technician

12

Customer came back stating Technician not responding/not Reachable

• Apologize and inform that it could happen as ST might be travelling or coordinating with other customers. Customers can also try calling again sometime. 

• Inform as service technician is allocated, ST will already be on his way to install the product and it would be done by 8pm. 

• Also Inform that if ST will face any challenge he would reach out to you at your shared number hence keep a check and respond to ST calls

Tagging on Kapture: Complaint >> ST not responding/not Reachable

13

Customer wants to reschedule the installation

• Inform the customer that the installation will be carried out by the brand. Please advise customer to contact the brand directly or notify the service team to reschedule the installation

Tagging on Kapture: Enquiry >>Enquiry About TAT/SPD

14

Customer contact stating installation was not done properly 

• Apologize to the customer for the inconvenience. Reopen the ticket in kapture and share the tat for 48 hours.

Tagging on Kapture: Complaint >> Request to reopen ticket-Improper Inst.

15

Service technician demanded extra charges for a installation, refusing to come unless the customer paid in advance [Denied Installation].

Installation is Allocated/ Service Pending:

• Apologize to the customer and share the TAT of 48 hours for a resolution

• Reassure the customer that we'll share their feedback and take appropriate action to prevent similar issues

Tagging on Kapture: Complaint >> ST denied for installation

Installation is Cancelled/Cancel Initiated:

• Notify the customer of the cancellation reason and arrange the installation

• Reopen installation request and provide the new installation date {SPD}

Tagging on Kapture: Request >> Request to re-open previous ticket cancelled