Inform the customer:
I’m sorry, but as per our policy, we can only accommodate replacement requests within 1 hour of delivery.
If the customer disputes:
Try to convince them about the policy.
Check with the store team to verify if the issue is genuine.
Go to CRM > Communication > Add Comment
Mention whom you coordinated with and the assured delivery time.
Example: Contacted Sakthi (Ashok Nagar) – Wrong item picked by rider.
If valid, inform the customer:
As an exception, we are arranging a replacement/refund for you this time. However, please note that moving forward, any issues must be reported within TAT assured to customer.
Assure the customer:
I have taken your complaint regarding the wrong product and have escalated it to the delivery team. We will ensure this does not happen again.
Ticketing Process (Mandatory):
Tagging: Delivery > Wrong Product (Wrong)
Raise a Ticket in CRM (Add New Ticket):
Action Taken > Disposition: Select "Delivery__Wrong Product" from the dropdown.
DTCODE: DT00011