| Terminal Action Agent's Guide book |
| Objective | To help you take the right final step in CMP claims when the process is stuck due to internal delays or service limitations, and the customer is not at fault. |
| When to Use Terminal Action | Trigger this only if :
1. The delay is from Jeeves/F1 side (operations, logistics, or technical issue),
2. No pending input is required from the customer
3. Service can’t continue due to non-serviceability or system breakdown. |
| Terminal Action Options | Depending on the situation, you can offer one of the following: |
| Decision Flow (Applicable for L1 & L2 both Process): |
| Self-Repair Possible | Offer Self-Repair with cost coverage as per policy. |
| Refund Approved | Raise for Refund as per RSA eligibility. |
| Service Not Possible | Cancel claim and provide: - Service Denial Letter (SDL) - Token of Apology (TOA) if applicable. |
| Click on Scenarios - to Know more |
| Scenario 1 | Pincode serviceable - Customer has the product, pickup stuck due to: Tech issue | Fake update by ST for multiple attempts (CX close looping for fake updates) |
| Scenario 2 | Handset is with the customer. Pincode is non-serviceable, and Cx’s address is the same as the address where the plan was purchased (No dependency on the customer) |
| Scenario 3 | Handset is with the customer. Pincode is non-serviceable, and Cx’s address is different from the address where the plan was purchased. No dependency on the customer |
| Scenario 4 | Handset has been picked up but still stuck in transit OR Handset has been picked up, delivered to F1 but it is stuck under repair (No dependency on the customer) |
| Scenario 5 | Handset was picked up from Customer, repair was completed but the handset dispatch has been stuck and has not been picked up for delivery to the customer (AWB not created, LSP not tagged, tech issue, operational constraint, etc.) - No dependency on the customer |
