Agent Process:

Politely Convince the Customer:
I understand your concern. However, based on our policy, this order does not qualify for a refund/replacement.

If the Customer is Adamant:

Do not argue or escalate the situation.

Reiterate politely:
We truly understand your frustration, but as per our current policy, we are unable to process your request.

If the Customer Mentions:

  • Social Media ?

  • Consumer Forum ?

  • Legal Action ⚖️

Respond:

We take customer feedback seriously. I’ll arrange a callback from my supervisor within the next 1 hour to address this further.

Supervisor Callback Process:

  1. Check the Exception Tracker

    • If the customer is not listed in exceptions:

      • Review issue severity.

      • Offer a replacement or compensation based on severity & goodwill and fill out the exceptions form with issue Type.



Tracker link: Click Here
Exception Form Link: Click Here
Tagging: Quality>Relevant sub categeory
DTCODE: DT00030