Once the ticket is raised from the Premium queue. The L2 and Followup campaign agent will call the user to find out whether he/she wants the refund to be transferred to the bank account via Meesho App or wants refund via UPI (Cashgram) (G-pay, Phone pay or any other online mode). Solution agents will out call resellers as well to know why they have placed the order without the user's consent.
Customer reachable and agreed to download Meesho app for refund:
Solution agent will inform the user that we will arrange a manual pickup & meanwhile please download the Meesho app & update the bank details without fail.
Canned Response: Unconsented order- Download the app- Update bank Details
QAs has to block the reseller’s account and payment before initiating the return from the system.
Block form: https://docs.google.com/forms/u/0/d/e/1FAIpQLScOmjb1U9E9lYmOFaUACkd7l2QGmSBfcHNjb69nOPMKtQoQ2Q/formResponse
Action: A/C and payment block for UC cases - ( User account)
Below is the response sheet, where we can identify whether the reseller account is blocked or not.
https://docs.google.com/spreadsheets/d/1n4ayiBV__A5RDNuL1QaXh96Tb3ECtC_nzqPjc3s2FGU/edit#gid=0
IMP Points:
∙ Please filter the Block reason (G) column with unconsented order reason
∙ Enter the User ID to check if the reseller account is blocked or not
∙ Very importantly the reseller account & payment both must be blocked only then we will initiate the return from the system
Note: We don't have to provide any warnings to the reseller, please share an email and fill the form to block the account.
Disposition: Unconsented order- Blocked the User
Once the user account is blocked from the QA team. Designated person from Fusion Mukul will initiate the return from the system.
After the product is picked up agent will fill the Finly form. After filling the form within 2 working days refund will be initiated and within 2 -3 working days amount will reflect in the user's bank details.
Finly Form:
Finly Response Sheet: https://docs.google.com/spreadsheets/d/1SJosQYoSwYJUIo2IhscrF84v5qIwoTnmss3mE6LarZs/edit#gid=1969612059
If the customer does not update us whether the product is picked up or not. In such cases the followup team has to map the data and out call the users. (this need to be checked internally)
Cashgram (UPI Payment)
Once the user account is blocked from the QA team. Designated person from Fusion Mukul and Techno Task XXXXXX will initiate the return from the system.
After the product is picked up the agent will fill the Cashgram form and inform the user that the refund will be processed via CashFree application within 24 hrs.
Agent has to inform the user that after we initiate the refund via this application, the user will receive a link in their WhatsApp message, SMS and in email. This link will be valid for the next 7 days. On tapping this link, users will receive different payment receiving options such as UPI, Wallet or bank account. Amount will be transferred immediately.
Form: https://docs.google.com/forms/d/e/1FAIpQLSdbu5HC_yPD2oen4G9j1gq6BsEkiGfdQ-q-ZLIuaWkUJmU4gw/viewform
Response Sheet: https://docs.google.com/spreadsheets/d/1WW1BSVJswDMFUkqG6_rK8wy9XmZ1DysQQ6Ia9DlzcZQ/edit#gid=958907942
In case if the link is expired and user contacts us again please fill the form by selecting " Reinitiation" under attempt field
Note: Refund amount has to be entered properly in case of wrong amounts processed or wrong details filled in the form will take action as per CMM policy.
Disposition:
Canned response: Unconsented order- CashFree payment option