Damaged/Incorrect/Missing Product SOP

For all damaged / defective / incorrect/missing products - Ticket needs to be raised within 15 days of receival of kits/order. If Partner is contacting after 15 days kindly deny for any refund.

FIRST, CHECK IF THE PRODUCT ITEM IS PART OF KIT DELIVERED TO PARTNER (Profile >>Logs>>Product Orders>>Order ID>>SKU Name)

For Missing,Damaged,Defective and Incorrect Product
Check Points(Refund Value and Fraud Score)	Steps to Follow
Product Refund Value < Rs 2000 and product_refund_fraud_px_rule <=25	1. Guide Partner to claim refund from the App. Menu>>UC SHop>>My Order>>Click on the Order for which Refund is required>>Click on Need Help>> Select Refund Reason (Item is Damaged/Item is Missing/Item is Incorrect)Resolve the ticket.
Product Refund Value < Rs 2000 and product_refund_fraud_px_rule > 25	1. Fill the Form & put the reminder for 48 hours. 2. Wait for 48 hrs for verification from Warehouse Team 2.a If rejected : Inform partner and close the pending tickets. If partner is not aligned with the resolution given, please fill this sheet for trainers to check and ask partner to visit city office. 2.b If approved: Ask TL to initiate refund and inform partner and close after refund is done 2.c If no response : Case 1 ---> For Partners who have product_refund_fraud_px_rule <=25, ask TL to initiate refund after 48 hours - Case 2 ---> if fraud score is > 25 hold the ticket till the time warehouse team reverts.
Product Refund Value > Rs 2000	1. Fill the Form & set reminder for 48 hours . 2. Wait for 48 hrs for verification from Warehouse Team 2.a If rejected : Inform partner and close the pending tickets. If partner is not aligned with the resolution given, please fill this sheet for trainers to check and ask partner to visit city office. 2.b If approved: Ask TL to initiate refund and inform partner and close after refund is done 2.c If no response : Case 1 ---> For Partners who have product_refund_fraud_px_rule <=25, ask TL to initiate refund after 48 hours - Case 2 ---> if fraud score is > 25 hold the ticket till the time warehouse team reverts.
Order Marked Delivered-however Partner Didn't Receive Product OR Partner Received Kit of other Category OR Any Spare Part of the Product is Missing/Damaged/Defective (Example: PIPE/Nozzle missing from Jet PUMP Box)	Fill Product other escalations Form Kindly refer order marked delivered Tab for new cases and other escalations Tab for old cases in the Sheet Kindly share TAT of 24 hours after filling
Missing Co Pilot in Delivered Order (Also not visible in Product Order Page)	If Partner has not received Co pilot in their delivered order then they will get the same by end of April, currently in their delivered order co pilot amount has not been deducted

How to Check product_refund_fraud_px_rule ? Refer below Screenshots for Reference
"Step 1: Go to Partner Profile >>
Step 2: Click on Fraud Profile(can be found below Primary Category on left hand side of Profile)>>
Step 3: Scroll down the page>>
Step 4: Check for "product_refund_fraud_px_rule"

Once you receive a ticket, fill out the Form so that Product Business team can check with the warehouse team. Team will reply in 48 hours till then ticket will be parked, after 48 hours please check for response in this sheet.

Note: If there is no revert on sheet even after 48 hours, raise it on slack and tag Danish Hassan, Pathan Ashraf and Rajiv Giri

TAT Of Refunds:

For prepaid (partner has paid from the bank) - 1-2 days in the same source acc
For Order placed by UC - Instant in the form of credits once the date will be reflect in the product dashboard.

Product wise common Damaged reason:
Washbags: Fabric torn, zipper damaged, PCB cover missing
Cleaning foams: Nozzle broken, physical damage on bottle, no foam/water

Product wise common Defective reason:
Clamp Meter not functional/No Display

Product wise common Incorrect reason:
Tshirt Received is of Different Size

Tagging: 3.2 pb - post delivery Issue>> Damage/ defective order

3.2 pb - post delivery Issue>> missing order

3.2 pb - post delivery Issue>> incorrect order