SNO.

Scenarios

Process to be followed 

1

A customer enquires regarding the installation date  

Check the Status of the Installation on Kapture Tool: Date of Installation/ Service Promised Date/ Rescheduled Dates

 Status List:

• Customer Rescheduled - customer has rescheduled 

• Alotted - technician alloted

• Created - Installation ticket created

• Vendor_Offload

• Technician_Reschedule - technician has rescheduled

• Technician_Reached_Site - tehnician reach customer site

• Slot_Update_Not_Applicable 

Check if the customer made contact within Promised Date (SPD/Rescheduled Date): 

Installation Date within Promised Date (SPD/Rescheduled Date)

• Inform the rescheduled date to the customer

• Probe the customer if he/she wants to change the slot of the rescheduled Installation Date

Customer wants to reschedule the Installation Date: 

• Inform the available slots and him/her to select

• Reschedule the date on the basis of confirmation 

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

Post rescheduling the installation date: Request >> Request to reschedule

Customer made contact post Promised Date (SPD/Rescheduled Date) (SPD has breached)

• Apologize to the customer 

• Check if any remarks are mentioned in the Ticket Activity Summary to understand the reason why installation is not done 

Remarks are not available: 

• Inform the customer that there is an operational issue and has been escalated 

• Also, apprise him/her that the field team will complete the installation within next 48 hours

Remarks are available: 

• Perform the steps as per the remarks

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

If the Installation Status states Customer_Not_Responding:

• Educate the customer that technician tried reaching out him/her 4 no. of times

• Inform him/her that the installation date can be rescheduled

• Share the available slots and ask him/her to select

• Reschedule the date on the basis of confirmation 

Tagging on Kapture: Request >> Request to reschedule

If the Installation Status states Customer_Not_Ready (For example: technician could not install the product due to issues like plumbing, construction, etc. at customer’s house

• Check in the Ticket Activity Summary for any remarks updated by the technician when he/she selected to be cancelled

• Verify the remarks mentioned by the technician with the customer if the remarks mentioned is correct and than

• Click on Reschedule

• Share the available slots and him/her to select

• Reschedule the date based on confirmation 
  
  

Tagging on Kapture: Request >> Request to reschedule

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

• Re-check with the customer if he/she wants to keep or change the same PIN Code

• If the customer agrees to change the Alternate Contact Number

Change/Add Contact Details View (Phone Number):

• Add the alternate contact number and click on Update 

Change/Add Contact Details View (Address Change):

• Probe the customer if he/she wants to keep the existing PIN code or change it. If he/she wants to change it then click on Add New

• Enter the New Address, select the SPD (Service Promised Date) and click on Update

If the Installation Address is same:

• Inform the customer that the address is already updated 

• Provide the Promised Date

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

Address does not match and the customer wants to change the current Installation Address: 

Check if the PIN Code shared by the customer is Serviceable/Non-Serviceable 

• PIN Code is Serviceable: 

Tagging on Kapture: Request >> Address change request-Servicable

• PIN Code is Non-Serviceable: 

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

Steps to change the Contact Details: 

• Click on Change/Add Contact Details

• Add the alternate contact number and click on Update 

3

A customer contacts and wants to know 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

Tagging on Kapture: Enquiry >> enquiry about service charges

4

A customer complains stating that the technician is denying to install the product as the product cannot be installed due to: 

• Space issue at the customer’s house / Site not ready
  
  

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

Inform customer that the installation was cancelled due to Site not ready

• Customer agrees:  

• Inform customer once the site is ready request to get back and within 30 days of the delivery and we will arrange for installation

• If customer contacts post 30 days for installation: 

  • Inform the customer to contact the brand

  • Self-installation will void the product warranty

Tagging: >> Enquiry about TAT/SPD

• Customer disputes: 

  • If customer wants the re-installation to be arranged:

    • Reopen a new ticket on SRMS tool and inform the SPD to the customer

    • Also notify them that the self-installation will void the product warranty

Tagging:  >> 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 30 days of Installation completion

• Educate the customer not to share the OTP/Cop Code with the technician until Installation is completed 

• Check if the technician has uploaded any images. Also, review the date/time when he/she marked the Installation Status as Completed on Kapture 

Customer contacts within 30 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 

• Confirm the slot with the customer and reschedule to the Service Promised Date

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

Customer contacts post 30 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

• Confirm the slot with the customer and reschedule to the Service Promised Date 

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

7

A customer contacts and complains that the technician 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

Note: If the customer requests for invoice, follow the invoice process (Point 8)

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: Extra cash collected by technician

8

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

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

Installation is Completed: 

If the Invoice Copy is available under the Sales Tab in Kapture Tool:

• Share the invoice copy to the customer’s Email ID
  
  

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

If the Invoice Copy is not available under the Sales Tab in Kapture Tool:

• Probe the customer regarding the total amount that was charged 

• Escalate the issue to the L2 team 

• Inform the customer that a complaint is being registered and share the TAT of 2 days 

Tagging on Kapture:  Complaint >> Installation invoice required - Invoice not available

Installation is Not Completed: 

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

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

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 L2 team

• Share Oathkeeper TAT with the customer

Tagging on Kapture: Complaint >> ST damaged customers property

11

ST marked remarks as Risky site or customer stated ST denied installation due to risky site under remarks

• Check the ticket summary notes for risky site comment

• Inform the customer that the technician has determined the product cannot be installed at the designated location because of safety concerns.

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

Customer disputes - Re-open the ticket and provide the SPD

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

12

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

13

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

14

Customer wants to reschedule the installation

Reschedule the installation by following the steps mentioned below

Step 1: On Kapture search for the Ticket ID 

Step 2: Click on the RESCHEDULE 

Step 3: Select date based on customer’s request, enter remarks & Submit

Tagging on Kapture: Request >> Request to reschedule

15

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.

16

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