Scenario | Customer came to complain that Refund amount still not received | Identification of Scenario | Refund Delay - Payments | Type of SOP | Information / Complain |
| Channel | Koko Live Chat / Email | Customer Type | New or Returning | ||
| Step 1 - The agent should confirm by obtaining the customer's NIC number | |||||
Actions By Agent | Step 2 - Agent will check order number via SQL Portal > Order Search | ||||
| Step 3 - If the order status is "Refund Success/Refund Issued" on Merchant Portal and SQL Portal then Agent needs to check if refund timing lapsed or not | |||||
| 2.a) - If refund timing has not lapsed then Agent will guide the customer to contact the bank and wait as the refund has not lapsed | |||||
| 2.b) - If refund timing has lapsed then Agent needs to create a ticket and assign the case to the agent who handles payments through Freshdesk by clicking on "The Agent" field in the top right side in FreshDesk and inform the customer accordingly | |||||
Important Points | - The agent needs to check the payment method & guide refund timing as per the customer's payment method. | ||||
| - Refund will be processed within 3-7 working days | |||||
Action on Freshdesk & SQL | - Login to SQL by clicking on domain account. | ||||
| - Search customer account via Email, Contact Number, User Id or Order No (if available). | |||||
| Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step. | |||||
| SOP for Venture | LK | ||||
| Last Updated On | 7th June 2021 | ||||
| Created By | Raqeeb / Ayush | ||||
Scenario | Customer came to complain that Refund amount is incomplete. | Identification of Scenario | Incomplete Refund - Payments | Type of SOP | Information / Complain |
| Channel | Koko Live Chat / Email | Customer Type | New or Returning | ||
| Step 1 - The agent should confirm by obtaining the customer's NIC number | |||||
Actions By Agent | Step 2 - Agent will check order number on SQL Portal > Order Search | ||||
| Step 3 - If the customer's order is found then Agent needs to check the order status on SQL Portal. | |||||
| Step 4 - If Agents found Refund Success/Refund Issued status is appearing on SQL Portal & customer is claiming that he/she received an incomplete amount against his/her paid amount. | |||||
| Step 4 - Agent needs to check the amount to be refunded to customer & if found that customer claim is valid, then Agent needs to create a ticket and assign the case to the agent who handles payments through Freshdesk by clicking on "The Agent" Field in the top right hand in Freshdesk option and inform the customer accordingly | |||||
| Important Points | The agent needs to check the payment method & guide refund timing as per the customer's payment method. | ||||
Action on Freshdesk & SQL | - Login to SQL by clicking on domain account. | ||||
| - Search customer account via Email, Contact Number, User Id or Order No (if available). | |||||
| Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step. | |||||
| SOP for Venture | LK | ||||
| Last Updated On | 7th June 2021 | ||||
| Created By | Raqeeb / Ayush | ||||
Scenario | Customer wants to know about order Refund timing | Identification of Scenario | Refund Timings | Type of SOP | Information |
| Channel | Koko Live Chat / Email | Customer Type | New or Returning | ||
| Step 1 - The agent should confirm by obtaining the customer's NIC number | |||||
Actions by Agent | Step 2 - Agent need to check order number on SQL Portal>Return and refund tab | ||||
| Step 3 - Agent need to search order number and click on details | |||||
| Step 4 - Agent need to check the Merchant portal if the order is marked as returned | |||||
| Important Points | - Refund will be processed within 3-7 working days | ||||
Action on Freshdesk & SQL | - Login to SQL by clicking on domain account. | ||||
| - Search customer account via Email, Contact Number, User Id or Order No (if available). | |||||
| Live Chat FCR (First Call Resolution) - If the solution is provided to the customer on the chat then the Agent needs to close the chat and resolve the conversation in Freshchat by clicking on the "Tick" icon on the top right side corner. If there are no previous tickets worked on with this customer, then the Agent has to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark it as "Resolved" as an FCR case. NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent has to click on "Append to Existing Ticket" and choose the previous related ticket and resolve it as an FCR case. - Customer Rating a) Customers can rate the agent at the end of the conversation. b) Even if the buyer is dissatisfied, the rating can be given. c) If the rating is too low, a text prompt will appear requesting customers to notify us of your dissatisfaction. d) To personalize Customer Satisfaction, assign the agent a name. Live Chat - Escalation - If the Agent does not find a solution to the chat, then they will have to escalate the chat to the relevant Agent by clicking on "The Agent" Field on the top left side in Freshchat Conversation, so that the other agent will be able to take control of the chat and to solve the issue. Email Response - If the solution is not provided to the customer, the Agent has to close the chat conversation in Freshdesk by clicking on the "Tick" icon on the top right side corner. If there is no previous tickets worked on with this customer, then the Agent needs to click on "Save as New Ticket" and enter the relevant fields to create the ticket and mark the status as "Pending". Once the Agents receives a solution for this case they will have to open the case and click on "Reply" to send the solution in an email to the customer. Finally, the Agent has to mark the status of the case as "Resolved". NOTE - If there is a previous ticket worked on for the same customer in the same scenario then the Agent needs to click on "Append to Existing Ticket" and choose the previous related ticket and change the status to "Pending". Case Escalation - If the Agent does not find a solution to the case which was under pending status, then they will have to mark the status as "Open" and escalate the case to the relevant Agent by clicking on the "Forward" button in the top bar in Freshdesk so that the other agent will receive and take control of the ticket and to solve the issue. BOT - If an agent is on leave or vacation, the system should be active during non-working hours to collect customer information and create a ticket for the next step. | |||||
| SOP for Venture | LK | ||||
| Last Updated On | 7th June 2021 | ||||
| Created By | Raqeeb / Ayush | ||||
Refunds Print
Modified on: Mon, 21 Jun, 2021 at 4:59 PM
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