Undelivered showing as delivered
| Scenario | SOP to be followed |
| Undelivered showing as delivered | Confirm the order id |
| If the partner is reaching post 7 days from the date of delivery | --> We will not cater to the complaint. For future reference, please guide the partner to reach out to us within 7 days from the date of delivery after receiving the order. verbiage to use:- -->Dear partner, agar aapko koi bhi damaged product receive hota hai, toh please turant humein inform karo. Ye isliye important hai kyunki har product ke saath ek limited warranty period hota hai. Agar aap humein time pe bataoge, toh hum us product ko check karwa ke warranty ke under refund karwa sakte hain. -->Agar delay ho gaya, toh warranty lapse ho sakti hai aur phir hum replacement ya claim process nahi kar paayenge. Toh jaise hi koi issue dikhe, photos ke saath humein update karo taaki hum timely action le sakeinA |
| If the partner is reaching out within 7 days from the date of delivery | --> We will process his request by following the steps mentioned below. |
| The partner has not received the order, but the system is showing it as delivered. | Ask the partner to check if someone else in the family has received the order. |
| If the partner confirms that they have not received the order and has already checked with family and neighbours | Important Note: -- < We'll be following this for both OTP and non OTP based logistic partners ( OTP based logistic partner can get OTP from their warehouse/thier company as well - validated from product bizz team) Step 1-- <If the order is showing delivered and partner is denying that he or someone else from his family has not received the order then we will raise it by filling this form and keep a ticket pending for 48 hours. Response sheet Step 2: If there is no response from the respective team within the defined TAT, Karuna jain to rsise it directly to business team POC |
| Tagging | 3.3 PB - Pre-Delivery Issues < Undelivered showing as delivered |