Step 1: Apologize & Reassure the Process Agent Script (Voice/Chat):
I’m really sorry to hear that, . Please be assured, we process every product only after the order is placed, and each item is double-checked by our team to maintain quality. Let me quickly check this with my lead and get the best resolution arranged for you.
Action: Seek TL/AM approval before proceeding.
Step 2: Offer Free Replacement - Agent Script
Thank you for your patience. As per our policy and after reviewing with my team, I can offer a free replacement from today’s batch to ensure freshness. We’ll get it delivered at your earliest convenience. Would you like me to proceed with that?
If customer accepts: Raise replacement with priority tag.
If customer is not satisfied: Move to next step.
Step 3: Offer Pickup + Refund (Final Step) Agent Script:
I completely understand your concern. Since the replacement is not preferred, I will now arrange a pickup of the item and process a full refund as the final resolution. We genuinely apologize for the experience.Let me confirm this with my team and keep you posted.
Action: Get final TL/AM go-ahead → arrange pickup → raise refund.
Mandatory steps:
Mandatory Fields-Please update the RCA in the RCA format.
Tagging: Quality> Old Stock
DTCODE: DT00027