| 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. |
| 📌 Important Points for Brand Warranty Self-Repair Cases : When a customer agrees to self-repair under brand warranty, CS agents must collect these documents: 1. Photos of the damaged device: - Front view - Back view - Left side - Right side >> Photo showing the IMEI number on the device screen. 2. KYC document: PAN card copy 3. Process to Collect Documents - The VAS Console does not have a document upload option for brand warranty cases. So, agents will: - Collect documents via email (for now). - Later, documents will be collected through the chatbot (currently being developed). - After collecting, agents will verify and upload the documents to the Bagic tool. | |
| 1. Call Tagging Instructions New Claims: Register the claim based on the Customer's Voice of Customer (VOC)—what the customer says is the issue. Existing Claims (Self-Repair Suggested): The tagging path is: Pickup Related → Pickup not possible. All Other Scenarios: Follow the Business As Usual (BAU) tagging process. 2. Refund Timeline (TAT) Timeline: The refund amount will be credited to the customer's bank account within 5 to 7 business days. Start Date: This period starts the day the customer's bank details are successfully entered into the refund tracker. 3. Required Documents for Repair Reimbursement Crucial Note: The insurance company does not accept a standard TAX Invoice. What to Collect: The customer must provide the Repair Bill/Jobsheet (customer copy) which clearly includes the GST number. 4. Temporary Refund Process Monitoring What is Monitored: The refund approval process (specifically for cases where repair is done but the AWB is not generated) will be monitored by the Program team. Duration: This monitoring will last for two weeks from the date the new Terminal Action Flow is implemented. Review: After two weeks, the process will be reviewed. If the volume of these specific cases is very low, the scenario may be discontinued. | |
| 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 |
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