SNo. 

Scenarios 

Process to be followed 

1

A customer contacts regarding the Status of the Service (Status Check)

• Check the status of the ticket and provide the information accordingly

• Follow the process below for a detailed understanding

1.1

Ticket is in the Cancelled 

Inbound Call:

• Inform the customer that the order has been cancelled

• Mention the reason for the cancellation

• Check the refund status and inform the customer about the same 

• Ask the customer to place a fresh new order 

Tagging on Kapture: Inbound >> Enquiry >> Enquiry about the cancellation >> Resolved

1.2

Ticket is in the Open 

Customer Not Responding: 

• The ticket status is Service Pending and the sub-status is Customer Not Responding

• Inform the customer that the service did not happen due to his/her unavailability or failure to answer the call when our Service Technician attempted to contact him/her, either before or after reaching his/her location

• Notify the customer that the request will be rescheduled 

• Inform the next available date to the customer 

Note: Ask the customer to share an alternative number so the issue to not persist again

Customer Agrees: 

• Click Reschedule button to Reschedule the service >> Select date (Preferred date) >> Remarks >> Submit
  
  

Customer Disagrees/ Claims it as a Fake Update: 

• Apologize to the customer and share the Oathkeeper TAT 
  
  

Tagging on Kapture: Inbound >>  Complaint >> Fake closure/ Fake Status >> service not provided / Call closed without service >> Unresolved >> Remarks

Customer Reschedule: 

• Notify the customer that we have received an update indicating their service has been rescheduled, and therefore, it is currently awaiting confirmation

• Look for the rescheduled date 

• Check if the rescheduled date is beached/ is not breached 

Reschedule Date has is Breached:

• Ask the customer to share a date convenient for them to reschedule the installation 

• After the customer confirms, provide the new date

Tagging on Kapture: Click on the Reschedule button (to Reschedule the service)  >>  Select date (Preferred date) >> Remarks >> Submit

Reschedule Date has been Breached: 

• Apologize to the customer and share the new rescheduled date

• Check with the customer if he/she agrees/ disagrees

Customer Agrees:

• Reschedule the service date

Tagging on Kapture: Click on the Reschedule button (to Reschedule the service)  >>  Select date (Preferred date) >> Remarks >> Submit

 Customer Disagrees/ Customer mentions it as a Fake Update: 

• Apologize to the customer 

• Escalate the issue to the L2 team

• Share the Oathkeeper TAT with the customer

Tagging on Kapture: Inbound >>  Complaint  >> Fake status updated by technician >> Unresolved >> Remarks

Customer wants to cancel the installation/maintenance service: 

• Follow the steps mentioned under CANCELLING A 
  SERVICE TICKET and assist the customer

Tagging on Kapture: Tagging on Kapture: Inbound >> Request >> Cancellation of service >> Resolved

Created/ Vendor-Offload: 

• Look for the Service Promised Date (SPD)

• Check if the SPD is breached/ not breached 

SPD is breached: 

• Apologize to the customer

• Escalate the issue to the L2 team

• Share the Oathkeeper TAT with the customer 

Tagging on Kapture: Inbound >>  Complaint >> Delay in Service >> Out of SPD >> Unresolved >> Remarks

SPD is not breached: 

Customer agrees with the Rescheduled Date: 

• Inform the Service Promised Date 

• Request to wait for Service Technician’s visit as per the Service Promised Date

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

Customer requests for a new Reschedule Date: 

• If the customer wants to reschedule to prior/ future dates then check availability and reschedule the service (call) to the date mentioned by the customer/ next available date

Tagging on Kapture: Click Reschedule button to Reschedule the service  >> Select date (Preferred date) >> Remarks >> Submit

Allocated:

• Check the Service Promised Date of the Rescheduled Date

SPD is breached:

• Apologize to the customer

• Escalate the issue to the L2 team

• Share the Oathkeeper TAT with the customer 

Tagging on Kapture: Inbound >>  Complaint >> Delay in Service >> Out of SPD >> Unresolved >> Remarks

SPD is not breached: 

• If the customer wants to reschedule to prior/ future dates then check availability and reschedule the service (call) to the date mentioned by the customer/ next available date

Tagging on Kapture: Click on the Reschedule button (to Reschedule the service)  >> Select date (Preferred date) >> Remarks >> Submit

Technician Reschedule: 

• Apologize to the customer

• Escalate the issue to the L2 team

• Share the Oathkeeper TAT with the customer 

Tagging on Kapture: Inbound >>  Complaint >> Delay in Service >> Out of SPD >> Unresolved >> Remarks

1.3

Ticket is Cancelled/Completed 

Check if the Service Warranty Period (from the day of service) is within 30 days or post 30 days

Within 30 days from the day of service: 

• Inform the customer that the service is marked as Completed 
  
  

Customer complains the following:

• Improper installation

• Improper service

• Fake closure

• Check with the customer if the COP closure signal was  shared by him/her or the Helpdesk

The customer confirms sharing the COP code with the Service Technician: 

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

Customer claims that the Service Technician: 

• Collected the OTP over the phone (did not visit customer’s home)

• Informed that he/she will come later again (visited the customer’s home)

  • Route the customer to re-open the booking via self-serve from the Flipkart App

Customer Agrees: 

• Re-visit REOPENING COMPLETED SERVICE CASES section to guide the customer to reopen a booking via self-serve 

• Once the booking has reopened, check the new service promised date (SPD) in Kapture CRM and share the information with the customer 

Tagging on Kapture:  Inbound >> Request >>  Request to reopen ticket >> Resolved

Customer Disagrees: 

• Inform the customer that we are registering your complaint and it will be resolved within 48 hours
  
  

Tagging on Kapture:  Inbound >> Complaint >> Technician Not Aware Of Installation/Improper Installation >> Unresolved

Customer complains that he/she is facing issues with the product after the service: (The installation, maintenance, or repair (such as AC cooling issues, gas leakage, water leakage, etc.) is done within 30-day warranty period)

• Route the customer to re-open the booking via self-serve from the Flipkart App
  
  
  

Customer Agrees: 

• Re-visit REOPENING COMPLETED SERVICE CASES section to guide the customer to reopen a booking via self-serve 

• Once the booking has reopened, check the new service promised date (SPD) in Kapture CRM and share the information with the customer 

Tagging on Kapture:  Inbound >> Request >>  Request to reopen ticket >> Resolved

Customer Disagrees: 

• Inform the customer that we are registering your complaint and it will be resolved within 48 hours
  
  

Tagging on Kapture:  Inbound >> Complaint >> Technician Not Aware Of Installation/Improper Installation >> Unresolved

Post 30 days from the day of service: The customer reports an improper service/installation post 30 days of service     

• Apologize and deny stating that since he/she has reported the issue post 30 days warranty period, service request cannot be honored

Tagging on Kapture: Inbound >>  Enquiry >> Post Policy-Service Denial

2

A customer contacts and requests to cancel the order

• Route him/her to the Flipkart App and ask to cancel the booking through self-serve

Note: The customer can cancel the booking through the My Booking
Section. Follow the steps as mentioned under CANCELLING A 
SERVICE TICKET section. 

Tagging on Kapture: Inbound >> Enquiry >> Enquiry about the cancellation >> Resolved

• If the customer contacts is facing difficulties or technical issues, 
  follow the below-mentioned steps:

3

A customer contacts and wants to change the Installation Address

• Inform the customer that the installation address cannot be changed and execute a service denial 

• However, the customer can cancel the service from his/her end

If the customer agrees and can cancel the service from his/her end:

• The case will be closed 

Tagging on Kapture: Inbound >> Request >> Change of Address 

If the customer agrees but is unable to cancel the service from his/her end:

• Perform the cancellation from your side (follow the cancel SVC process mentioned in the section: CANCELLING A SERVICE TICKET)

Tagging on Kapture: Inbound >> Request >> Cancellation of Service

Note: Upon clicking on Cancellation of Service, the ticket will automatically get disposed  

If the customer disputes and refuses to cancel the service: 

• Perform the cancellation from your side (follow the cancel SVC process mentioned in the section: CANCELLING A SERVICE TICKET)

Tagging on Kapture: Inbound >> Request >> Cancellation of Service

4

A customer contacts and complains that the 

• Technician has damaged his/her property

• Technician stole something 

For immediate observation by the customer: Service Technician is still present at home or has committed to coming back the next day to fix the issue: 

• Apologize to the customer

• Inform him/her that the complaint will be escalated to the L2 team

• Share Oathkeeper TAT with the customer

Tagging on Kapture: Inbound >> Complaint >>  Technician damaged customers property >> Unresolved >> Remarks

For late observation by the customer: The Service Technician did not come back the other day/ Customer has realised that something has been stolen/ Damaged the property

• Apologize to the customer

• Guide the customer to reopen the ticket as mentioned in Point 1.3

5

A customer needs an invoice for the product/ service for an extra part used by the  service technician

• Route the customer to download the invoice from the Flipkart app mentioned under the sections STEPS TO DOWNLOAD INVOICE FROM THE FLIPKART APP

• Also, inform him/her to check his/her email inbox linked to their app-registered email ID for the invoice

Invoice is Unavailable:

• Escalate to the field team (service completed)

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

• Share Oathkeeper TAT with the customer

Tagging on Kapture: Inbound >> Complaint >> Bill Not Given By Technician >> Unresolved >> Remarks

6

A customer contacts and complains that the amount got debited from his/her account but the booking did not get confirmed

Check if the Service Details are available/not available in Kapture Tool

Service Details are available in the Kapture Tool: 

• Share the Service Promised Date with the customer 

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

Service Details are not available in the Kapture Tool: 

In case of amount getting debited from the customer’s account but the booking did not get confirmed:  

• Check the transaction details in Razorpay using the customer’s registered contact number and provide the respective information

Customer contacts Within Refund TAT:

• Inform the customer that the amount will be refunded within 5-7 business days

Tagging on Kapture: Inbound >> Enquiry >> Refund status query >> Resolved

Customer contacts Post Refund TAT: 

• Escalate the issue 

• Share Oathkeeper TAT with the customer 

Tagging on Kapture: Inbound >> Complaint >> Delay in refund >> Unresolved

7

A customer wants to know about the refund status

• Login to Kapture Tool and review the case details 

• Open the Sales Tab and go to the Refund Tab to confirm the refund status for the customer 

Image Reference: 

Refund status is available:

• Share the details with the customer

Tagging on Kapture: Inbound >> Enquiry >> Refund status query >> Resolved

Refund status is unavailable:

• Send an email with the customer details to the Process Design POC: robin.singha@flipkart.com 

• Ask the customer to wait for 24-48 hours for the team to revert 

Tagging on Kapture: Inbound >> Enquiry >> Refund status query >> Resolved

Customer contacts Within Refund TAT:

• Inform the customer that the amount will be refunded within 5-7 business days

Tagging on Kapture: Inbound >> Enquiry >> Refund status query >> Resolved

Customer contacts Post Refund TAT: 

• Escalate the issue 

• Share Oathkeeper TAT with the customer 

Tagging on Kapture: Inbound >> Complaint >> Delay in refund >> Unresolved 

8

A customer contacts and complains that the technician has collected extra charges 

• Confirm with the customer the amount charged by the service technician 

Amount charged matches with the Invoice: 

• Inform the same to the customer and close the case

Tagging on Kapture: Inbound >> Enquiry >> Enquiry About Service Charges  

Amount charged does not match the Invoice: 

Prepaid Transaction: 

• Ask the customer to email the proof of payment to assist@jeeves.co.in

Cash Transaction:

• Apologize and escalate the issue to the L2 team

• Communicate the Oathkeeper TAT to the customer

Tagging on Kapture: Inbound  > > Complaint >> Extra Cash Collected By Technician >> Unresolved >> Remarks

9

Harassment & Women/Child Abuse

• Apologize and inform the customer that the team will investigate and will get back with an update within 4 hours

• Highlight the case to the Assistant Manager/Team Lead

Tagging on Kapture: Inbound  >> Complaint >> Women & Child Safety Case >> Unresolved >>  Remarks

10 

A customer contacts and complains that the Service Technician  picked up the product and  promised to return within 4-5 days but there have been no updates since then

• Check the status on Kapture and share the details within SLA (if available)

Update is available on Kapture:  

• Communicate the same to the customer 

• Share the Oathkeeper TAT

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

Update is not available on Kapture:

• Apologize to the customer

• Inform him/her that the complain will be escalated to the L2 team

• Share Oathkeeper TAT with the customer