QAs will make sure that user Order level refund has been blocked by filling the block form by selecting the Action “3 PL Swap - Sub_Order Level Refund Block"
Once the Order level refund is blocked from QA. Designated person from Fusion Mukul and Techno Task XXXXXX will initiate the return from the system by changing the customer address without fail.
For refund, agent will check with the customer if they want to download the Meesho app and register the bank account, if not we can follow the Cashgram process.
Note: Agent should not share any contact details or address of reseller to user and vice versa. If found, action will be taken as per CMM policy (separation).
Before initiating a refund agent needs make sure the sub order level refund is blocked by checking the Forcepayment block sheet and Account & payment block sheet
Product found on road side:
Please write an email to Ameer and Anthon they will help us in picking up the product
For prepaid 3Pl cases:
Please arrange a manual pickup so that the user will get the refund automatically & don't block the order level payment.
QA form: https://docs.google.com/forms/d/e/1FAIpQLSe-sdL49l2co8Bp93AK2dSKjO7g-ts-0qaizlcRuNF_FOuaBg/viewform
Quality Audit Sheet - Legends (Please refer Email 1.1 sheet)
Number of attempts to be done by UC L2 and Followup agents
L2 agent will do 2 attempts and followed up agent will do 3 attempts post that the data will be removed. If the agents are still doing more than 5 attempts including L2 and follow up, please bring that to Pushpendra's notice.
QAs need not out call the user or reseller before filling the QA block form.