FLIPKART HOME SERVICES (FHS)/ ON-DEMAND SERVICE (ODS)

ARTICLE ID : 20948 25 Apr, 2024 21:46 Suchismita Roy REOPENING COMPLETED SERVICE CASES

REOPENING COMPLETED SERVICE CASES

If a customer complains about an incorrect installation or suspects that the service technician falsely closed the service ticket, you can reopen the ticket by clicking on the Reopen Button.

This action will generate a new Child Ticket with a new Service Promised Dated
Convey the same information to the customer

Note:

Currently, the Reopen option is unavailable in the Kapture Tool
In case, a customer complains regarding an incorrect installation or suspects that the service ticket was falsely closed by the service technician:
- Guide them through self-serve steps
- Refer to the L1 Process for reopening cases

Image Reference for Consultants:
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 the customer’s VOC
Click on Submit

Reopen >> Alternate Contact Change View

Reopen >> Mobile Number Change View

Reopen >> Address Change View

Tagging on Kapture: Request to reopen ticket

Image Reference for the Customer’s View:

Steps for Reopening the Booking by the Customer via Self-Serve

Go to the Home Services section on the Flipkart App

Click on any service mentioned under the Installation & Servicing section

Go to the My Profile section

Click on My Bookings

Select the Order for which the customer is seeking assistance from the list

Click on Raise an Issue to seek further assistance

Select Not happy with Service Technician from the options

Select My Service is not done/left uncompleted

Write a description of the issue

Click on Raise Issue

Once the issue is raised, the ticket will be reopened