ANDROID APP VIEW

iOS VIEW

• 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 the Download Invoice option

Label

Definition & Image Reference 

Test Customer Information

XYZThis displays the customer’s Name, Email ID, Phone Number and Address used for placing the order 

Ticket Information

Ticket information includes details regarding the current status of the service ticket/case

Ticket Activity Summary

Ticket Activity Summary shows remarks updated by technicians at different stages. It’s scrollable, and on the right side, you can see the timings of each update

Product Information

This section will provide details about the product 

Ticket Reopen History, Fake Detection and Sales 

These sections provide details about the ticket’s reopening history (if applicable), fake update detection (if any) and sales information (showing if the support technician sold any accessories along with the prices)

Ticket Completion Information

Once the service is finished, you will find ticket completion details, which include images of the serviced product and its serial number taken by the service technicians

Step 1: Click on Tag Incident to create an incident

Step 2:  After clicking, you will see options Email and Inbound

Step 3: For disposing of the tickets related to Email or Inbound cases, tag all the incidents by clicking on the Inbound button

Note: Currently, the Kapture Email integration is work in progress in the backend. The team will be notified once it is live 

(STEPS FOR TICKET DISPOSITION AFTER CLICKING ON THE INBOUND BUTTON)

Note: Post clicking on the Inbound button, you will get three options: Complaint, Enquiry, Request

COMPLAINT-RELATED INCIDENTS

Step 4: For all Complaint-related cases, click on the Complaint button and select the appropriate Incident type

Step 5: Upon selecting the accurate Incident Type as per the customer VOC, the Select Queue, Remarks and Disposition Type sections will automatically get populated. Once the changes are made/not made, click on the Submit button

Note: The Remarks section can be edited if more information needs to be added/removed

ENQUIRY-RELATED INCIDENTS

Step 4: For all Enquiry-related cases, click on the Enquiry button and select the appropriate Incident type

Step 5: Upon selecting the accurate Incident Type as per the customer VOC, the Select Queue, Remarks and Disposition Type sections will automatically get populated. Once the changes are made/not made, click on the Submit button

Note: The Remarks section can be edited if more information needs to be added/removed

REQUEST-RELATED INCIDENTS

Step 4: For all Request-related cases, click on the Request button and select the appropriate Incident type

STEPS FOR TICKET DISPOSITION AFTER CLICKING ON THE EMAIL BUTTON

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

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

Image Reference for Customer’s View:

• 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 the Cancel Booking button

Steps for Ticket Cancellation: 

• Cancel the ticket by clicking on Cancel SVC

• 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

Image Reference for Consultants: 

Image Reference for Customer’s View:

• 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 the Reschedule Booking button

• Select the preferred slot and click on Confirm

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

SNo.

Scenarios 

Process to be followed

1

Customer contacts and complains that there is a Delay in Installation/Maintenance Service 

• Once the incident is escalated to the L2 teams by the L1 teams (in Flipkart), an incident will also get created with Jeeves or the Brand

• Check if any incident is created by Jeeves or the Brand:
  
  
  

Incident is Created by Jeeves or Brand: 
 

• Check the incident created by Jeeves or Brand and look for the reason for the delay

Note: The Jeeves or Brand will update the reason in the SRMS tool and the same will get auto-updated in the Kapture tool as well

• Now check if the update states as:
   

  • Call (Installation) Completed 

  • Call (Installation) In Progress

  • Call (Installation) Cancelled due to any Customer Dependency Reasons

Update is Call Completed: 

• When an installation gets completed the Kapture incident gets auto-resolved

• Hence, if the customer contacts and asks for the status, inform him/her that it is updated as Call Completed

Update is Call in Progress: 

• Jeeves or Brand will update the Installation Date and the reason for the delay

• Share the same information with the customer 

Update is Call Cancelled due to Customer Dependency reason: 

• Call the customer and inform the customer about the status

• Probe the customer if he/she still wants the installation to get completed 

Customer agrees:

• Raise another ticket

• Close the case 

Customer does not agree: 

• Close the case

Note: 

• For any additional clarification regarding installation, fill in the FHS Kapture Form

• Responses will updated in the FHS Kapture Form (Installation/Maintenance/Repair) (Responses)

2

A customer complains that the Technician damaged his/her property

• Once the incident is escalated to the L2 teams by the L1 teams (in Flipkart), an incident will also get created with Jeeves or the Brand

• Check the status updated in the incident by Jeeves or Brand 

Incident is Created by Jeeves or Brand: 

Note: The Jeeves or Brand will update the reason in the SRMS tool and the same will get auto-updated in the Kapture tool as well

• Now check if the update states as:

  • Yes something was damaged and Jeeves will fix it 

  • No damage happened from Jeeves/ It’s customer induced damage 

• Update is Yes something was damaged and Jeeves will fix it: 

  • Ask the customer to wait for an update from Jeeves or Brand

  • Follow up with Jeeves or Brand to share the Oathkeeper TAT

• Update is No damage happened from Jeeves/ It’s customer induced damage

  • Inform the customer that the technician has not caused any damage 

  • Close the case 

• Additional time needed: If Jeeves or Brand has not reverted with any conclusion, then Additional time needed status will be updated 

  • Inform the customer to wait till the time mentioned 

3

A customer complains that the technician is asking for an extra amount

• Once the incident is escalated to the L2 teams by the L1 teams (in Flipkart), an incident will also get created with Jeeves or the Brand

• Check if any incident is created by Jeeves or the Brand:
  
  
  

Incident is Created by Jeeves or Brand: 
 

• Check the incident created by Jeeves or Brand and look for the reason for the delay

Note: The Jeeves or Brand will update the reason in the SRMS tool and the same will get auto-updated in the Kapture tool as well

• Now check if the update states as:
  
  

  • Charges taken for some accessory

  • Customer bought a movable wall mount/ got some extra work done during installation

  • Refund done/ will be done by field team

• Update is Charges taken for some accessory: 

  • Notify the customer about the status update and provide an explanation for the additional charges

• Update is Customer bought a movable wall mount/got some extra work done during installation: 

  • Notify the customer about the status update and provide an explanation for the additional charges

• Update is Refund done/ will be done by field team:

  • Inform the customer about the status update 

  • Follow up with Jeeves or Brand to share the Oathkeeper TAT

Note: 

• For any additional clarification regarding installation, fill in the FHS Kapture Form

• Responses will updated in the FHS Kapture Form (Installation/Maintenance/Repair) (Responses)

4

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 with the relevant branch and share details with customer

• Keep the case open until the customer’s issue is resolved

Status

SubStatus

Meaning of the status

CREATED

NOT_APPLICABLE

Service call is registered with jeeves, not yet assigned to technician

ALLOCATED

NOT_APPLICABLE

Service is assigned to a technician

RESCHEDULED

SITE_NOT_READY

Service site was not ready hence service is pending

CUSTOMER_RESCHEDULE

Service rescheduled by customer- Updated by technician

TECHNICIAN_RESCHEDULE

Service is rescheduled by technician, because of some operational issues, agents should see remarks updated by technician here to understand exact reason if mentioned

CUSTOMER_NOT_RESPONDING

Customer not responding hence service is pending

SERVICEABILITY_CONSTRAINT

Service not done, as there is operational issues at the location

CANCEL_INITIATED

CUSTOMER_NOT_RESPONDING

Service getting canceled as customer not responding to technician calls

CUSTOMER_NOT_READY

Customer denied service hence not done

NOT_SERVICEABLE

Non serviceable location/ product hence service getting canceled

CANCELED

CUSTOMER_NOT_RESPONDING

Service is canceled as customer not responding to technician calls

CUSTOMER_NOT_READY

Customer denied service hence not done

COMPLETED

NOT_APPLICABLE

Service completed

Service pending

VENDOR_OFFLOAD

Current sf/ branch did not have capacity to provide service hence its being transferred to a different sf/ branch to complete the service

PICKUP

Allocated

ST is assigned for pickup of mobile phone. This is related to Mobile repair cases

WORKSHOP

INWARD

Phone is inwarded to workshop

QC_SUCCESS

Quality check is done

QC_PENDING

Quality check pending

REPAIR_COMPLETED

Repair is completed

REPAIR_IN_PROGRESS

Repair in progress

DIAGNOSIS

Issue diagnosis 

TRANSIT_DAMAGE

Phone got damaged during the transit

ESTIMATION_APPROVED

Estimation Approved

ESTIMATION_REJECTED

Estimation Rejected

ESTIMATION_REQUESTED

Estimation Requested

ESTIMATION_RESPONSE_PENDING

Estimation Pending

DROP

ALLOCATED

Service Allocated

COMPLETED

Service Completed

TECHNICIAN_REACHED_SITE

Technician Reached

NOT_APPLICABLE

Not Applicable

ISSUE_NOT_RESOLVED

Issue Not Resolved

Bulk Service Ticket Registeration

• Step 1: Go to Tracker for installation (ODS)

• Step 2: Look for the new orders in respective sections:

Note: Adding orders for bulk registration is only possible if the FSN starts with the initials ODS

• Step 3: Create a Google Sheet

• Step 4: Save the sheet with the name as: FK_ODS_ORDER_CREATE

• Step 5: Keep the header name of the column as fk_order_id

Image Reference:

• Step 6: Paste the Order IDs in the same column without any blank cell

• Step 7: Go to the SRMS tool and click on Create ticket tab and select the Bulk option

Image Reference: 

• Step 8: Scroll to the right side of the screen and look for Upload File section. Click on the dropdown
  menu and select FK_ODS_ORDER_CREATE and upload the file

Image Reference:

• Step 9: Download the output file

Note: Reference ID will be in the format: BK-7D22d480bcbb71d14953a32a9ab4057a3a55 in the 

output file 

• Step 10: Copy the Reference ID in the tracker from the output file and paste it in the Tracker for installation (ODS) >> SRM ID

Single Service Ticket Registeration

Step 1: Go to the SRMS tool and click on Create ticket tab and select the Single option

Step 2: Search and select Jeeves Consumer Services under Client section

Image Reference: 

Step 3: Fill in the details required and click on Submit to create a Service Ticket ID

Image Reference:

Step 4: Copy the Service Ticket ID and update in the Tracker for installation (ODS) >> SRM ID

ANDROID APP VIEW

iOS VIEW

SNo.

Scenarios 

Status of the Ticket

Process to be Followed 

1

Customer contacts to know the order status 

Created/Pickup (TAT: As per the Service Promised Date selected by the customer same day for booking before 12:00 PM)

• Check if the customer contacts within Service Promised Date/ Post Service Promised Date 

• Also, check the status of the ticket in the Kapture Tool 

Customer contacts within Service Promised Date: 

• Notify the customer that the pickup will be done by the specified Service Promised Date (SPD) 

Tagging on Kapture: Inbound >> Enquiry >> Pickup Status Enquiry >>  Resolved

Customer contacts Post Service Promised Date: 

2

Pickup Service Promised Date is breached 

Pickup SPD Breached 

• Check if a Service Technician is assigned/ not assigned to the pickup 

Service Technician is Assigned: 

• Assist the customer in understanding how he/she can reach out to the Service Technician through the in-app call bridge 

Service Technician is Not Assigned: 

• Escalate the issue to the L2 team 

• Share the Oathkeeper TAT with the customer 

Tagging on Kapture: Inbound >>  Complaint >> Delay in pickup >> Unresolved >> Remarks

3

Customer contacts and complaints that the Service Technician did not complete the Pickup as per the slot. Upon checking, the Service Technician 
has marked that the customer is not responding 

Pickup Allocated 

• Inform the customer that they can also reschedule the slot as per convenience via self-serve 

Tagging on Kapture: Inbound >>  Enquiry >> Pickup Status Enquiry >> Resolved

4(a)

Pickup completed and customer contacts to know the status

Status of repair (Inward/Estimation request/Repair In Progress)

• Check the ticket status on Kapture 

• Communicate the status of the ticket to the customer 

• Also, educate the customer that the repair typically takes 2-3 days to get completed 

• Inform him/her that the Service Technician will call the customer to inform about the issues with the product and the repair estimation amount

• In case the customer wants to reject/accept the estimation summary, he/she can do it via self-serve 

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

4(b)

5

6(a)

Customer contacts to know when the phone will be delivered (post repair)

Drop - (Allocated/Parts handover completed)

• Check the status of the ticket in Kapture Tool

• If the status shows: 

  • Drop Allocated: 

    • Notify the customer that the delivery will be made within 1 business day

    • Parts Handover Completed: 

      • It means the device is currently out for delivery

Tagging on Kapture: Inbound >> Enquiry >>  Delivery Status Enquiry >> Resolved 

6(b)

Delivery breached 

• In case delivery is not completed within 1 business day of completing the repair: 

  • Escalate the issue

  • Share the Oathkeeper TAT

Tagging on Kapture: Inbound >>  Complaint >> Delay in delivery >> Unresolved >> Remarks

7

Delivery: Customer not available to take the delivery 

Drop 

• Service Technician will make another delivery attempt by contacting customers directly.

• Customers can also reach out to the Service Technician through the in-app call bridge 

Tagging on Kapture: Inbound >> Enquiry >> Delivery Status Enquiry >> Resolved

8

A customer reaches out to enquire about the availability of repair services for his/her specific device model

Pre Sale 

• Inform the customer that upon adding the Mobile Repair service to his/her cart, he/she will be redirected to the brand where he/she can select the specific brand of the device he/she wishes to repair 

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

Image Reference:

9

A customer contacts and informs that he/she wants to reschedule the service

Created/Pickup

• Educate the customer that the reschedule can only be done via self-serve 

• Inform him/her  to reschedule the order from My Bookings section and follow the steps 

Tagging on Kapture: Inbound >> Enquiry >> Request to reschedule >> Resolved

10

Cancellation Policy Information

-NA-

• Customers can cancel the booking at any time before approving the estimated amount via self-serve 
  
  

Note: Once the estimate has been approved, cancellation is not permitted

• Request the customer to cancel the order from the My Bookings section and follow the provided steps 

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

11

Improper Service/ Issue Not Resolved Post Repair/ Received Damaged Phone

Completed 

• During the call, request the customer to reopen the service via self-serve on the Flipkart app within 30-days warranty period 

Customer contacts within 30 days: 

Customer Agrees:

• Guide the customer by providing him/her the self-serve steps to re-open the booking 

Step 1: Go to My Profile 

Step 2: Select My Bookings 

Step 3: Select the relevant booking 

Step 4: Go to Need Some help? 

Step 5: Click on Raise an issue

Step 6: Select Not happy with Service Technician 

Step 7:  Select My service is not done/left uncompleted

• Once the reopening process is completed, verify the New Service Ticket and Service Promised Date in Kapture

• Share the same details with the customer 

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

Customer Does Not Agree:

• Notify the customer that we have registered his/her complaint 

• The isse will be resolved within 48 hours

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

Customer contacts post 30 days: 

• Execute a service denial

Tagging on Kapture: Inbound >> Enquiry >> Request to reopen ticket >> Unresolved

12

A customer contacts and complains that: 

• Technician is not responding

• Phone number is Unreachable 

• Technician booked a Fake Appointment 

Pickup Allocated/Drop 

Customer contacts within Service Promised Date: 

• Verify the Service Promised Date on Kapture

• If the SPD is within TAT the inform the customer to wait till ……….

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

Customer contacts post the Service Promised Date (SPD Breached): 

• Escalate the issue to the L2 team 

• Share the Oathkeeper TAT with the customer 

Tagging on Kapture: Inbound >>  Complaint >> Technician not responding/not Reachable >> Unresolved >>  Remarks

13

Information regarding warranty and guarantees 

-NA-

The service warranty period lasts for 30 days, starting from the day of delivery

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

14

A customer contacts within the warranty period to report a different issue that is found after the repair, he/she is not willing to pay 

Completed 

15

A customer enquires about the prices of parts and requests the Bill of Materials (BOM) price list

• Before the Service Technician diagnoses the issue, refer to the Bill of Materials (BOM) list and share the charges with the customer 

• Educate the customer that these charges are not final and can only be confirmed after the phone is diagnosed 

• Inform the customer that while booking the service, he/she will get an option to select the issues/symptoms from the dropdown. Also, price quotation will be shown as per the symptom selected by him/her.
  
  

Note: Post the diagnosis is completed, review the Sales Tab to obtain the breakdown of the estimated  amount and then provide the same details to the customer 

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

16

A customer rejected the estimate quotation and wants to know when will he/she will receive the phone

Estimation rejected

• Inform the customer that he/she will receive the phone within 1 business day 

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

17

A customer contacts to get the invoice for the service/Parts used

• Inform the customer to download the invoice via self-serve 

Tagging on Kapture: Inbound >> Enquiry >> Invoice related query >> Resolved

Invoice cannot be downloaded due to tech

18

A customer contacts and complains about the Refund Status

Check if the Refund Status is Available/Not Available: 

Refund Status is Available: 

• Go to Kapture Tool >> Sales Tab >> Refund Tab >> Share the Refund Details to the customer 

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

Refund Status is Not Available:

• Validate the refund status by logging in to Razorpay Portal 

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

Refund TAT Breached: 

• Escalate the issue to the L2 team 

• Share the Oathkeeper TAT

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

SNo.

Question

Response 

1

What happens if the mobile is lost during transit? Will the customer receive a full refund equivalent to the mobile’s price or a percentage of the mobile’s price? 

2

What happens if the customer’s mobile gets damaged during transit? Will the mobile be repaired and given to the customer? Will the customer be informed about the damaged? What if the customer remorses and does not want to keep the damaged mobile?

3

Is the Repair Quotation fixed or can customers negotiate Part Prices compared to Market Rates? 

• The Repair Quotation is fixed. After a detailed diagnosis, the Service Technician will share the list of required spare parts to fix the issue. 

  • Customer Satisfied with the proposed quotation: 

    • Proceed with the repair 

  • Customer Not Satisfied with the proposed quotation: 

    •  Reject the current quotation and request for a new one

4

A customer contacts to know whether the brand warranty will be void (invalid) if the repair is done through Flipkart. 

5

What if the customer is unwilling to accept the phone or unable to pay the repair charges during the time of product delivery?

• Jeeves team to handel such cases internally

6

If the repair process has started and an additional issue is discovered, resulting in the Service Technician (ST) providing a new quotation that the customer rejects.

7

A customer complains that he/she is unable to Accept/Reject the repair quotation due to technical issue.

8

A customer wants to know whether the repair service is available in his/her PINcode.

• Currently, the repair service is available in 7 cities 

• Educate the customer that he/she will have the option to enter his/her address and PIN code to confirm the serviceability status at his/her location

9

Do Service Technicians capture the product images at the time of delivery (post repair)?

10 

Do Service Technicians capture the product images at the time of pickup?

• Yes, the Service Technician take the picture of the product images at the time of pickup

SNo.

Scenarios 

Process to be Followed

1 

A customer contacts and wants to know about the Service Promised Date 

Check if the customer contacts Within Service Promised Date/ Post Service Promised Date

Customer contacts Within Service Promised Date: 

• Login to the Kapture tool 

• Check the status of the ticket

• Notify the customer that the pickup will be done by the specified Service Promised Date (SPD) 

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

Customer contacts Post Service Promised Date: 

1(a) 

Ticket is Cancelled (Repair for the Large Appliance is Cancelled) 

Customer contacts Within Service Promised Date:  

• Inform the customer that the order has been cancelled

• Mention the reason for the cancellation

• Check the Refund Status and inform the customer about it

• Ask the customer to place a fresh order 

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

Customer contacts Post Service Promised Date: 

1(b)

Ticket is Open 

Check the ticket status on Kapture Tool 

Status list: 

• Customer not responding 

• Customer reschedule 

• Created Vendor_Offload 

• Allocated 

• Technician_Reschedule 

Customer not responding 

Customer reschedule 

Created Vendor_Offload 

Allocated 

Technician_Reschedule

1(c)

Call Service/Completed 

• Inform the customer stating that the service is showing Completed

  • If the customer reports stating Improper Installation/Service/Fake Closure 

    • 
      

Customer contacts and claims: 

• Service Technician collected the COP (OTP) over call

• Customer shared the COP (OTP) as the Service Technician mentioned he/she would return later 

  • Assist the customer in initiating the service reopening process through self-serve using the Flipkart app while on the call

    • Customer Agrees:

      • Guide the customer by providing him/her the self-serve steps to re-open the booking

        • Step 1: Go to My Profile 

        • Step 2: Select My Bookings 

        • Step 3: Select the relevant booking 

        • Step 4: Go to Need Some help? 

        • Step 5: Click on Raise an issues

        • Step 6: Select Not happy with Service Technician 

        • Step 7:  Select My service is not done/left uncompleted

• Once the reopening process is completed, verify the New Service Ticket and Service Promised Date in Kapture

• Share the same details with the customer 

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

Customer Does Not Agree:

• Notify the customer that we have registered his/her complaint 

• The issue will be resolved within 48 hours

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

Customer contacts and complains regarding the ongoing issues with the product following the service: 

The installation, maintenance, or repair (such as AC not cooling, gas leakage, water leakage, etc.) is covered under the 30-day warranty period

• Assist the customer in initiating the service reopening process through self-serve using the Flipkart app while on the call

  • Customer Agrees:

    • Guide the customer by providing him/her the self-serve steps to re-open the booking

      • Step 1: Go to My Profile 

      • Step 2: Select My Bookings 

      • Step 3: Select the relevant booking 

      • Step 4: Go to Need Some help? 

      • Step 5: Click on Raise an issues

      • Step 6: Select Not happy with Service Technician 

      • Step 7:  Select My service is not done/left uncompleted

• Once the reopening process is completed, verify the New Service Ticket and Service Promised Date in Kapture

• Share the same details with the customer 

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

Customer Does Not Agree:

• Notify the customer that we have registered his/her complaint 

• The issue will be resolved within 48 hours

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

Customer contacts post 30 days: 

• Execute a service denial

• Inform the customer that as he/she has reached out after the warranty period is over, hence, the request cannot be considered 

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

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

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:
  
  

Steps for Ticket Cancellation: 

• Cancel the ticket by clicking on Cancel SVC

• 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

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

3

A customer contacts and wants to change the Installation Address

Provide two solutions to the customers after probing the customer about the PIN code:  

Customer mentions a different PIN code: 

• Notify the customer that the address cannot be modified/ changed 

• Rather, guide the customer to cancel the order 

Customer mentions the same PIN code: 

• Request the customer to contact the Service Technician to confirm the location within that PIN code

Tagging on Kapture: Inbound >> Request >> Change Of Address >>  Resolved

4

A customer contacts and complains that the 

• Technician has damaged his/her property

• Technician stole something

• Apologize to the customer

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

• Share Oathkeeper TAT with the customer

Tagging on Kapture: Complaint >> Technician damaged customer’s property >> Unresolved >>  Remarks

5

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

• Route the customer to download the 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 complain 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 on Kapture

Service Details are Available: 

7

A customer wants to know about the refund status

8

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

• Confirm the amount charged by technician

• Check if the amount matches the Invoice/ Does not match the Invoice

Amount matches the Invoice: 

• Educate the customer that the amount charged is same as the invoice hence nothing can be done here  

• Close the case

Tagging on Kapture: 

Amount does not match the Invoice 

• Ask the customer to share the Proof of Payment at the Email ID: assist@jeeves.co.in

• Once the customer shares the proof, escalate the issue and share the Oathkeeper TAT
  
  

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

• In case the customer mentions that the payment was made through cash: 

  • Capture the complete VOC 

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 brand

• Share Oathkeeper TAT with the customer

SNo.

Scenarios 

Process to be followed 

1

Delay in service: 

• Service Promised Date breached

• Repair TAT breached

• Delay in pickup

• Delay in repaired product delivery

• Once the incident is escalated to the L2 teams by the L1 teams (in Flipkart), an incident will also get created with Jeeves or the Brand

• Check if any incident is created by Jeeves or the Brand:
  
  
  

Incident is Created by Jeeves or Brand: 
 

• Check the incident created by Jeeves or Brand and look for the reason for the delay

Note: The Jeeves or Brand will update the reason in the SRMS tool and the same will get auto-updated in the Kapture tool as well

• Now check if the update states as:
   

  • Call (Installation) Completed 

  • Call (Installation) In Progress

  • Call (Installation) Cancelled due to any Customer Dependency Reasons

Update is Call Completed: 

• When an installation gets completed the Kapture incident gets auto resolved

• Hence, if the customer contacts and asks for the status, inform him/her that it is updated as Call Completed

Update is Call in Progress: 

• Jeeves or Brand will update the Installation Date and the reason for the delay

• Share the same information with the customer 

Update is Call Cancelled due to Customer Dependency reason: 

• Call the customer and inform the customer about the status

• Probe the customer if he/she still wants the installation to get completed 

Customer agrees:

• Raise another ticket

• Close the case 

Customer does not agree: 

• Close the case

Note: 

• For any additional clarification regarding installation, fill in the FHS Kapture Form

• Responses will updated in the FHS Kapture Form (Installation/Maintenance/Repair) (Responses)

2

• Service Technician is not responding

• Service Technician’s number not reachable

• Service Technician’s Fake appointment

Note: 

• For any additional clarification regarding installation, fill in the FHS Kapture Form

• Responses will updated in the FHS Kapture Form (Installation/Maintenance/Repair) (Responses)