Checklist before closing the chat (As applicable)

1. Opening (within 30 sec)

2. Timely Empathy, apology and assurance, Phrasing
3. Customer Name on chat at least once excluding the bot reply.
4. Hold and dead air (120 sec)
5. Need to capture Alternate contact number (while assigning any case to L2
Team)
6. Need to share promise date, tracking number, logistics name and location
(status check/re-promise cases)
7. The refund amount, refund completion date and refund SLA. (Refund
related queries)
8. Packaging manner while creating return or sharing the return status.
(return status)
9. Need to check whether cx came with order or non-order, after that tag
accordingly.
10.Should wait for 60 sec before asking for further assistance post providing
resolution.
11. We need to close each chat within 120 to 180 sec.

CALL BACK COMMUNICATION

I am sorry as this is a chat desk, hence I will not be able to call you.

If you'd like a callback from us, just follow these simple steps:

1. Please visit the Help Centre (App) or 24x7 Customer Care (Website) section
2. Select 'Contact us'
3. Choose the preferred channel.

Rest assured, you'll receive a call back from us to help you with your query.

If you want, you may also call us on our customer support number: 1800 208 9898/ 1800 202
9898.

Tagging:- language call back

Correction:
*Sorry for the typo error.
*Sorry for the miscommunication.
Cx came from non-order and query is related to the order: I
see that you have not chosen any order or product and initiated the chat.
Please provide me with the order ID so that I can check the details.
Please share the Order ID, we are discussing.

Empathy:
I certainly understand your concern in regard to .
I certainly understand your request to/for .
I certainly understand your query in regard to .

Apology:-
I am sorry for the trouble caused to you.
I am sorry for the trouble.
I am extremely sorry to hear that.
Sorry for the trouble you have been facing with the delivery of your order.
Sorry for the trouble you have been facing.
Please be assured that this was never done intentionally.
We are sincerely sorry for the displeasure caused to you in this regard.
I certainly understand that this is not what you were expecting.
Once again we are extremely sorry about the trouble you have been facing with this order.

Acknowledgment:-

Thank you for sharing your concern with us.

Thank you for bringing this to our notice.
Sure, I am waiting.
Please take your time, I will be here.
Thank You.
Thank you for your continued trust and understanding.
Thank you for your patience and support.
We would like to thank you for your understanding.
Thank you for your understanding and patience.
Thank you for your patience.
Thank you for allowing me that.
Thank you for sharing the details.
Thank you for the confirmation.
Thank you for providing the order ID.
Thank you for providing the product link.
Thank you for providing your contact number.

Assurance:-
I will be more than happy to help you out.
Not to worry, we will definitely do our best to help you in this regard. Sure, I
will do my best to share the complete and correct information with you.
Surely, I will do my best to help you in this regard.
Not to worry, I will do my best to help you in regard to the product.
Please be assured that, if there would be any opportunity for the same, I would definitely do that
for you.

Waiting for the Customer Response:

Are we connected?
Still waiting for your response.
Awaiting your response.

Hold:-
Please allow me one or two minute to check the details for you.
Let me look up the details for you.
Let me check the best resolution for you. It’ll just take a minute or two.
I am really sorry for the late response.
Could you please allow me one or two minutes to check for the details?
Sorry to keep you waiting, it's taking a little while to get this information. May I take another
minute to look into this?
Please be connected, while I am looking for the details. It will not take more than 2 minutes.
Sorry to hear that, {customer_name}. Please give me a minute or two to check this. Please
allow me one or two minute to get back to you with the information about this.

Un-Hold:-
Thanks for waiting.
Thank you for being patient.

Closing:-
I hope I have resolved your query successfully.
Hope that the information I have shared has been helpful.
I hope I was able to help you out today.
I hope that you're satisfied with the resolution provided.
I hope I have helped you with the details you were looking for.
Hope you understand.

Further Assistance:
Is there anything else that I can help you with today?
Hope I was able to help. Please let me know if there's anything else I can help you with.
Please let me know if I can help you with any other questions.
Are there any other queries I can help you with?
Would you have any other questions for me?
Is there any other information you would like me to help you with?

Survey:-
{Customer_name}, your feedback is really important to us.
Please share your experience based on our conversation by completing the email survey that you'll get
after this chat session.
Thanks for choosing Flipkart.

Have a great day!

Happy shopping!

Power Statements:
That’s great!
I value your precious time, I will be as quick as possible.

I should be the one saying thank you.

<Customer Name>, you have been such an awesome and understanding

customer. It was my pleasure assisting you !

Please feel free to get back to us, if you have any queries. I'll be glad to assist you

further. Thank you! It was a pleasure helping you today.

Rest assured, your smile matters the most to us.

I truly appreciate your kind understanding and patience.

Thank you very much for being such a valuable part of Flipkart Family!

As you are one of our valued customers, your satisfaction is one of our primary concerns. I
assure you that additional measures are put in place to make your shopping experience much
better on Flipkart.

I should be the one saying thank you. You have been an awesome customer for giving me
your precious time.

If I relate it to myself I can completely understand how frustrating and annoying the situation can
be when something like this happens but believe me it was never done intentionally.

I am sorry for the trouble that you are facing. This is not the shopping experience we want you to
have and we will ensure to improve the services.

This isn't something we would want you to go through.

I am sorry for this experience, even though we want our customers to enjoy the services that are
being provided and we never want such an experience which one you have faced.
Please be assured that the seller is putting in additional measures to make sure that your
order-to-delivery experience is a delightful one.

General Probing:-
Please help me to identify the exact product that you are referring to as there are multiple items in
your order. Please share the Order ID we are discussing.

May I know the error showing there?

May I know the order ID about which we are discussing?

May I know if the pickup of the originally delivered product is completed or not?

May I know when the Wishmaster has collected the originally delivered product from your
doorstep?

Have you received any contact from the Wishmaster in this regard?

May I know the reason to cancel the return request of your product?

May I know the reason to cancel your order?

May I know the reason to return your product?

May I know when the product has been delivered to you?

May I know the reason shared by the Wishmaster for refusing the pickup of your product?

Are we discussing the refund of Rs.<amount>?

Would you like to add your alternate contact number also?

Escalate to L2:-
Asking alternate contact number=>
Please share your alternate contact number so that we can reach out to you if your registered
contact number will not be reachable.

Not to worry, we are looking into this, please share your alternate contact number so that we can
reach out to you if your registered contact number will not be reachable.

(only for FRM Cases)

May I have your alternate contact number please?

Communication post assigning the case to L2 team=>

I have escalated your concern with the concerned team and we will get back to you with the by
<Oath Keeper TAT>.
I would like to inform you that your concern has been escalated with the concerned team, please
be assured that we will get back to you with the resolution by <Oath Keeper TAT>.

FRM rule cancellation communication:

I am sorry to let you know that the order has been cancelled due to an unforeseen issue faced by
the seller.

COVIND-19:- Pay Later bill

VOC: why should I Pay when I have already canceled this order.
Resolution:
I would request you to clear the Pay Later bill to avoid any penalty amount to be applied by
the financing partner.
Please be assured that the refunded amount will get credited to the same bank
account, which was used to clear Pay Later dues.

Tagging: Flipkart Pay Later - Enquiry about features of Flipkart Pay Later

COVIND-19:- Order cancelled due to Coronavirus Lockdown

We’re sorry that your order was canceled.

We’re prioritizing the delivery of essential items such as groceries and medical supplies based on
government guidelines to serve those in need. Due to this, orders for other items are being canceled.

I can understand that you wish to get this product, but the seller will not be able to re-ship the canceled

order. We’d like to thank you for your understanding.

Please be informed that based on the Hon'ble Prime Minister's call for a nationwide lockdown, new
orders are currently paused.

Please use the 'Notify Me' option on the product page to be the first one to know about the same, once
the situation will be normal.

We are eager to serve you in this time of need and doing our best to resume services as soon as

possible. Thank you for being patient.

We’re sorry that your order was canceled as we’re currently prioritizing the delivery of essential items to serve
those in need. As there may be an indefinite delay in the deliveries of other items, we could not keep your
order on hold.
Not to worry, you can place a fresh order again once we resume services for other

items. We’d like to thank you for your understanding.

Unable to place COD (on his/her Flipkart account):-

Tagging on SA:- Unable to place COD Order
Suggested Issues(Non-Order)>> Payment Related
Need to understand the cx query in this scenario, check for the eligibility criteria to place
the order on COD.
● Serviceability at the Pincode
● Payment mode availability for the particular product
● Order value should not be more than or equal to Rs 50000/-

If yes, then send the template available on Playbook.

Power Statements for this scenario:

I am sorry to let you know that currently, the seller is not accepting the cash on
delivery payment mode at your Pincode. Kindly place this order with another mode of
payment.

I would like to inform you that the sellers and courier service providers are rapidly
expanding their services and hope to deliver in your area soon with cash on delivery
options.

We’re working closely with our seller community to make your shopping experiences
on Flipkart seamless.

I hope you understand.

Delay In Delivery:-
Tagging on SA: Suggested Issue >> Delay in Delivery
Try to understand the pain of the customer who is waiting for the product for a long time
to communicate effectively with the customer. This will definitely help us.
Think Positive, it will reflect in your communication.

Communication:
We are extremely sorry to hear that your order for <product name> has been delayed due to an
unforeseen issue faced by the courier service provider.

Please be assured that the seller is in touch with them to get your order delivered to you without any
further delays.

Not to worry, the seller is putting in extra measures to ensure that you receive the product
by {oathkeeper_TAT}.

Convincing Communication:
If I relate to myself, I can completely understand how frustrating and annoying the situation can be
when something like this happens but believe me it was never done intentionally.

I am sorry for the trouble that you are facing. This is not the shopping experience we want you to
have and will ensure to improve the services.

I am sorry for this experience, even though we want our customers to enjoy the services being
provided and we never want such an experience which one you have faced.

Please treat this as an exceptional case and give the seller's partnered courier service provider one
more chance to set this right.

I would like to thank you for sharing your valuable feedback with us and we will definitely work in this
to improve the services.

I assure you that we'll do our best to live up to your expectations.

I completely understand your disappointment, that's definitely not what we want our valued
customers to experience.

It was never done intentionally and I know this is a time-sensitive issue.

Please be assured that the courier partner always does their best to deliver you your orders safely
and secure but sometimes, despite all efforts, there can be an unforeseen issue that is beyond
control.

I am sorry I was not able to be of more help. I understand that my reply may not be helpful but
believe me this was never done intentionally, I hope you understand my limitations.

Your patience and understanding are highly appreciated in this matter.

It is our privilege to have you as our valued customer & we want to make sure you are always
taken care of.
On a personal level, I would like to thank you and appreciate your patience, cooperation
and understanding in this matter.

Your satisfaction is more important to us.

Do you have any other questions for me?

TOA:-
I am happy to let you know that to thank you for your understanding, the seller will refund the
shipping charges of Rs. 100/- to the Gift Card section of your Flipkart account within 24 hours from
the delivery of your order.

You can use this amount within a year to shop for your favorite products on

Flipkart. Thanks for your patience.

VOC:- I received compensation last time since my order was delayed even
after repromise, why not this time?:-

I'd like to thank you for being a valued customer and choosing us for your shopping needs.

While our sellers and courier partners always do our best to have your items reach you on or
before the promised time, I'm extremely sorry that you had to experience this delay, the second
time around.

As we know that on-time delivery will make you happy, our seller’s partnered courier service
providers are working really hard to fix this and do not want to make up for this delay through
money.

Having said that, you can have our word that the sellers and courier service providers are doing
their best to have your orders reach you as soon as possible.

Thanks again for being patient and putting your trust in us.

Order Status Check:-

Tagging on SA:- Suggested Issue>> Status Check

Customer contacts between 4:00 PM to 07:00 / 9:00 / 11:00 PM on CPD, then

check the below communications and process.

•Shipment reached DH/ delivery center:

•Please be informed that the courier service providers will do their best to get the order
delivered as per the promised timeline, however, in the unlikely event of the order getting
delayed, the courier service providers will be intimated about this and they will attempt the
delivery within the next business day.

•Shipment not reached DH/ delivery center

•Please be informed that there is a delay due to an unforeseen issue and the courier service
providers will be intimated about this and necessary actions will be taken to ensure there is no
further delay. The shipment will be marked Out For Delivery as soon as the shipment reaches
Delivery Hub/ delivery center and delivery will be attempted accordingly.

Order Status check:

I would like to inform you that your product <product name> has been shipped by the seller through
<Logistics Partner> and it will reach you by July 03, 2020.

Here is the tracking number <tracking ID>.

Order already reached to the nearest Delivery Hub:

As I can check on the tracking page, your product has been reached at <Location>.

Order has not reached the nearest Delivery Hub:

As I can check on the tracking page, your product has been shipped to <location>.

You can also track your order here: share the link to the tracking page with the

cx.

If tracking ID not working:

I am sorry to let you know that currently, we will not be able to share the exact location of this order
as the same has not been shared by the courier service provider on their tracking page.

Order is Out for Delivery:

I am happy to let you know that the order is out for delivery today.
You can be sure that it will reach you today by 07:00 PM.

Wishmaster contact Details are Available:

Once the item is out for delivery, you will get the contact details of the Wishmaster through an SMS. You
can also check the same on your order page under My Orders.

You can use the same to get in touch with the Wishmaster overcall.

If Wishmaster Contact Details Not Available:

I am sorry to let you know that currently, we do not have the Wishmaster contact details from
our logistics partner.

In case the Wishmaster is not able to locate your address, he'll definitely reach you at <address
contact number>.
Please be assured that the seller is putting in additional measures to make sure that
your order-to-delivery experience is a delightful one.

Scheduled Delivery:
Cx wants orders on the same today/tomorrow or on a specific date/time:
I understand your concern but sorry to inform you that currently, the courier partner does not have an
option to schedule delivery at a particular time frame due to courier constraints.

In case, if you are not available at the time of delivery, you could have a friend or a family member
collect the package on your behalf. If you like, you may cancel this order and place a new one at a later
date, provided the stock is available with the sellers.

You can also cancel your order by clicking here - http://fkrt.it/bqWLi~NN. Select the item and click on
'Cancel'.

I am sorry about that, we will not be able to assure you of the same due to courier constraints.

I can understand that and we all know that it is a transportation procedure where many factors affect the
delivery of an order. However, you can be sure that the courier partner will do the best to have your order
reach you as promised.

We never wish you to wait for your order for so long, we valued your emotions and importance for this
product for which you have invested your precious time and money.

Sorry, due to limited slot availability, couriers are currently unable to accept a change in
the delivery slot. Rest assured, your product will be delivered as per the scheduled time.

Reattempt Information:
Sorry to hear that. I see that Ecom Express's Wishmaster tried to deliver your shipment on July 13,
2020, but couldn't do so due to an unforeseen issue faced by the courier partner.

No worries, they'll make 2 more attempts to deliver your shipment by July 20,

2020. The next delivery attempt will be made within 2 business days,

I would also like to inform you the courier partner will do the maximum three attempts for the delivery of
your order within the promised date.

Not to worry, in case, if you missed the delivery of your product today it will be reattempted by
next business day (EKL) / 2 business days (3PL).
Contact number change for Order:
I can understand that if you wish to update the order contact number, but we are sorry to let you know
that the seller will not be able to do changes in your order at the moment, since the order has already
been placed.

Priority:-
I understand your concern regarding the delivery of your product.

I would like to let you know that the delivery date of an item depends on many factors like the seller's
location, your delivery address and the type of product.

Based on that, a definite date for the delivery of your order is given to you.

Although the sellers would love to surprise you with an early delivery, it’s not something they
can promise as the delivery of the product depends on many things like:

- The type of product you've purchased and its availability with the seller.
- Seller's city and the city that you've requested delivery at.
- The processing time needed by the seller's partnered courier service provider. Please be

assured that the seller will do their best to have the product reach you by July 09, 2020.

We'll also send you an email and SMS with the tracking details once the item has been shipped by the
seller.
Using this tracking information, you can view the journey of the product from the time it is shipped
until it reaches you.

Missing product (Communications)

After creating the return request:
I would like to thank you for your kind patience in this regard.

I would like to let you know that the seller will not arrange the pickup for this product as you have
received an empty parcel and the replacement/refund will be initiated once the return request will
get approved by the seller.

I would also like to let you know that as per the seller and their partnered courier
service provider, the product has been delivered to you in intact condition.

However, you have confirmed that an empty parcel has been delivered to you.

Not to worry, your concern is being escalated with the concerned team.
 Please be assured that the concerned team is working on this and we will get back to you with
the resolution by July 09, 2020.

We never wish you to face any such issues.

I should be the one saying thank you. You have been an amazing customer and have such a kind
understanding and patience.

Thanks for your continued trust and understanding.

Supercoin can not be earned on buying:

● Flipkart Gift Cards

● Digital products (e.g. Sample Products Link)
● Gold Coins/ Gold Bars
● Silver Coins/Silver Bars
● Gift Voucher (E.g. Malabar Gift Vouchers sold on Flipkart)
● FK branded Carton & Packaging Boxes (Bought by sellers for Marketplace) ●
FK branded Packaging Security Bags (Bought by the seller for Marketplace) ●
FK printed Cello Tapes & Tape Dispensers (Bought by the seller for
Marketplace)

Communication for Cardless credit, if the customer has cardless credit

from Kissht.:
I would request you to visit the 'Cardless Credit' section under 'My Account' and scroll down to the end
of the page. Please confirm if the message says 'Cardless Credit Powered by Kissht'.

If Yes:
Please be informed that currently, this payment mode is limited only to select products sold by
select sellers.
Rest assured, we are working on having this payment mode available for a wide range of products. Not
to worry, you can choose from a host of payment modes available to buy your favorite products.
However, currently, we don’t have the list of select products/sellers from the financing partner Kissht.
Although we do not yet have an exact timeframe for this, we wish to let you know that we’re taking it up
as a priority.
I would like to thank you for your kind understanding and patience.
If NO:
Follow the Indiabulls BAU process.
RTO Refund:-
I certainly understand your concern for the refund of this order.

<Customer name>, surely, I'll do my best to help you in this regard.

Not to worry, we are here to help you in this regard.

<Customer name>, as I can check that this order has been canceled from your Flipkart account on
July 19, 2020.

Please be informed that once the order reaches the seller's warehouse, the seller will process the
refund to your bank account and the amount of Rs. ___/- will get credited to your bank account as
per standard banking procedure.

I would request you to wait for 4 business days (For 3PL)/ 1 business day (For Ekart) to reach the
product at the seller's warehouse.

Refund Status (Pre-SLA):

Please be informed that the seller has completed the refund of Rs. 500/- to your bank account/Phonepe
linked bank account/Flipkart Gift Card/credit card on July 11, 2020 and it will be credited by July 11,
2020 as per standard banking procedure.

In case of any delay, please check with your bank using the refund reference number

CS912947039964. You can find your bank's customer care number behind your credit/debit card or on

their website.

Refund Status (Post-SLA):

Please be informed that the seller has refunded Rs. 500/- to your bank account/Phonepe linked bank
account/Flipkart Gift Card/credit card on July 11, 2020 and it has been credited on July 11, 2020.

In case of any delay, please check with your bank using the refund reference number

CS912947039964. You can find your bank's customer care number behind your credit/debit card or on

their website. In case of refund in Phonepe ask to contact to Phonepe:

You can contact them on 01246789345 or write on [email protected] to reach Phonepe

customer support.

Refund Void Success:

I would request you to check your Credit Card/Bank statement. The statement will NOT show
the transaction as the amount was not debited and hence no refund will be done.

This has been done as your order was cancelled/RTOed/Returned within 3-4 days from the date of
transaction.

Tagging: Suggested Issue>>>>Refund related

Return Process:-

Communication: - Troubleshooting steps need to be share for the applicable product:

<Customer Name>, before proceeding for a replacement/refund request with the seller. Let's
check some basic things which may resolve the issue and you will not have to face all these
procedures.

After completing T/S steps: start creating return and ask for required details as mentioned
below probings:

Please help me with some details to create the return request for this product with the seller as
per applicable policy.

Please share the required details to create the return request on your behalf.

Packaging Condition at the time of delivery

(in case of damaged, missing or different product received only)
Please confirm the status of the outer packaging at the time of delivery, whether it was tempered
or damaged.
Or
Could you please let me know if the seal on the product box was broken or tampered when you opened
the external packaging at the time of delivery?

(MRP Tag/Brand Box Availability)

Kindly confirm if you have the product MRP tag, brand box, and the accessories along with the
product for a successful pickup.

Contact Details:-
Please share your registered and alternate contact numbers so that better communication could be
done for further assistance.
Please confirm your registered and alternate contact number +91xxxxxx4596, and xxxxxx2545, so that
better communication could be done for further assistance.
Or
I'd request you to please share your alternate contact number so that in case the primary
contact number is not reachable then we can contact you via alternate contact number.

Thank you for providing the contact details.

Pickup Address Confirmation:-
Please confirm if the pickup/delivery address will be the same as the delivery address given for the
originally ordered product.

(In case of COD orders)

Please confirm whether you wish to get a refund in the form of EGV or in your bank account.

(If the options are available on SA First check then ask)

Please confirm if you wish to get a refund or replacement against the delivered product.

I am creating the return request on the basis of the given details earlier. If I need more
details, please be connected to help me with that.
However, kindly allow me one or two minutes to create a return request.

Internal notes:
Issue:
VOC:
Packaging Condition:
Address:
Primary Contact number:
Alternate Contact number:
MRP/Brand Box available:

Resolution:

Tagging: Suggested Isuse>>> Customer Return Requested>>> Issue type>>>Sub Issue

Type Return Created:
Congrats! the seller has approved the replacement/exchange/refund request.

Wait and Replace/exchange

I am happy to inform you that the seller has arranged for a replacement/exchange of the product in
your order.
The replacement/exchange will be processed, once the courier service provider or seller will confirm the
pickup of the originally delivered product and the pickup will be done by July xx, 2020.

Replace/exchange expect
The seller has arranged a replacement for the <product_name> and it'll reach you by July xx, 2020. The
item originally delivered to you will be picked up at the same time.

Wait & Refund

I would like to inform you that the pickup will be completed by July 24, 2020.
Once the product gets picked up, the seller will initiate a refund of INR 2999.

And once the refund gets initiated, it will be reflected in your bank account within 2 business days.
Refund Don’t Expect
I would like to inform you that the seller will not be able to arrange the pickup of this product. The
seller has initiated the refund of Rs. <amount>/- to the source account and it will get credited by
September 25, 2020.

Packaging Manner
I would request you to please make sure that the product must be ready with the original product
box, along with all the contents including accessories, price tags, labels.

Please note that if any of the above contents are missing, the courier service provider Delivery Executive
will not be able to pick up the original product.

Please be informed that you are not supposed to seal the package as the contents will be
verified, packed and sealed by the Delivery Executive.

Item Not Added to Cart:

● I am sorry to let you know that the seller can only fulfill orders for a limited quantity of this item
category.
● This is done to make sure that all customers have an equal opportunity to buy the item on
Flipkart.
● However, I would request you to try to place a fresh order for the mobile category so the issue
will get resolved.
● We’re working closely with our seller community to make your shopping experiences on
Flipkart seamless.
● I hope you understand.

Customer Not Aware of Cancellation:

Chat Flow:
>Empathy
>Apology
>Feedback (This isn't something we would want you to go through. You can be sure that we'll take
definite steps to set this right.)
>Put on Hold to check the reason / come back timely and unhold the chat.
>Politely share the reason for cancellation : Ex:- We are sorry to let you know that your order has
been cancelled as the seller’s partnered courier service provider tried to deliver your order several
times, but couldn't do as there was no response. (
Ex: I am sorry to let you know that your order was cancelled as the seller’s partnered courier
service provider could not deliver your order due to unavoidable circumstances.

Please check the YODA Update : Guidelines to handle Order Cancellation and RTO Reasons for more
templates as per scenario under supporting documents “Communication guidelines:”

>Share the refund details (In case of prepaid order) or TOA if any provided.
>Alternate Solution: If you’d still like to buy the item, you can place a new order for it anytime.
>Suggestion: Please make sure that either you, a friend, or a family member is available at the address
to collect the package when it is out for delivery.
>Future Assurance: We’re working closely with our seller to make your shopping experiences on
Flipkart seamless.
>Further Assistance.
>Survey Pitch

Effective communications for “Customer Not Aware of

Cancellation” scenarios:-
I understand that you are upset that your order has been cancelled by the

seller. We are extremely sorry for the trouble you have been facing.

If I relate this to myself I can completely understand how frustrating and annoying the situation
can be when something like this happens but believe me it was never done intentionally.

I am sorry for the trouble that you are facing. This is not the shopping experience we want you to
have and we will ensure you to improve the services.

I am sorry for this experience, even though we want our customers to enjoy the services which we
have provided and we never want such an experience which one you have faced.

Please treat this as an exceptional case and give the seller one more chance to set this right.

Anosh, trust me that I have tried all the possible options to help you with the issue you have been
facing. I can understand that you haven't got any resolution from me also, and now my replies will
also not help you further.
However, I have noted this as a feedback and will definitely work on this to improve the
service for future experiences.

I assure you that we'll do our best to live up to your expectations next time.

I completely understand your disappointment, that's definitely not what we want our valued
customers to experience.
It wasn't our intention and I know this is a time sensitive issue. I hope you understand that the
courier partner always does their best to deliver you your orders safely and securely but
sometimes, despite all the efforts, there can be unforeseen issues that are beyond control.

I'm sorry I wasn't able to be of more help. I understand that my reply may not be helpful but I hope
you understand my limitations. Your patience and understanding is highly appreciated in this
matter.

It is our privilege to have you as our valued customer & we want to make sure you are always
taken care of.
Feedback and suggestions from our customers are taken very seriously and have always been a
boon for our growth and achievements.

On a personal level, I would like to thank you and appreciate your patience, cooperation and
understanding in this matter.

Your satisfaction is more important to me.

Do you have any other questions to me?

We adhere to values that are designed to ensure that we put your needs first, and we always
aim to deliver superior customer experience.

You are a valued customer to Flipkart and we cherish your relationship. Your association is
important to us.

Flipkart really does value your support and association and does not have any issues in
walking an extra mile for its loyal customers.

Please feel free to get back to us, in case, if you have any queries, we will be glad to assist
you in a better way.

Our customers smile and satisfaction is all that matters to us the most.

Equal Opportunity:-
<Cx name>, on checking, it is detected by the system that there are a number of orders that have been
placed for the mobile category only in the last few months.
Hence, this might be possible that due to that reason you are getting this message from the
seller. As the seller can only fulfill orders for a limited quantity of this item category.
This is done to make sure that all customers have an equal opportunity to buy the item on Flipkart.

Rejected by customer: -
I am sorry to let you know that the order for “product name” is showing as cancelled by the seller
as per your request made at the time of delivery of your order with the Wishmaster/courier
partner.
(Please check the product availability before using this statement)
However, if still you'd like to have this product at your doorstep, you are free to place a fresh
order from Flipkart platform at any moment.

Hope you understand that.

Additional Statements:-
I am sorry to let you know <Customer Name>, but now the seller will not be able to fulfill your
requirements.

Gift Wrap Communication:-

I can understand that but we’re sorry to let you know that currently we do not have a facility to wrap up
your product as a gift.
While we do not yet have an exact timeframe as to when you can use this, we wish to let you know that
we’re taking it up as a priority.
Please visit our website, app, or mobile site frequently for updates.

Tagging: Product Purchase Queries>>Product Specific Information>>Gift Wrap related Enquiries

Amount debited but order not confirmed:-

VOC: please cancel my order/ amount got debited from my account still order showing pending/ please
remove this pending order, I have placed a new one.
Communication:
Please confirm if your amount has been debited for this order or not.

However, as I can check that the order has not been confirmed yet due to that the seller will not be
able to cancel the same.

Successful (no details available in payzippy refund tab)/pending:

I would request you to wait for 24 hours, either your order will be approved or you will get the refund
details.

Failed:-
Please be informed that the payment has not gone through due to <reason as mentioned on Payzippy>
In case of any debit, please be assured that the amount will be reversed within 8 business days.

Out Of Stock Enquiry:-

I am sorry to let you know that the product <product name> you are looking for is not available with any
of the sellers at the moment.

Please use the notify me option on the product page to be the first one to know about the product when
it will be back in stock.

Hope you understand that.

Return on hold:-

Since the status of your order is not updated to 'Delivered' due to a pending confirmation by the courier
service provider, the seller may not be able to take your return request at the moment.

Not to worry, it shouldn't take more than 24 hours to get updated.

Once the status is updated, your request for replacement/refund will be initiated and you will be notified
via email and SMS.
No Cost EMI on Debit Cards | Debit Card EMI | Pre-approved

EMI:- May I know which bank’s debit card you are using?

Have you checked with your bank for eligibility?

I would request you to send an SMS 'DCEMI' to 57575 to check eligibility.

You will receive an SMS immediately with an update.
Post which you will get an SMS if you are eligible with the bank name details.
If you are not eligible, the same will be communicated with you.
In case you are not eligible, please get in touch with your respective bank.

Return is in cancel-requested state:-

I would request you to wait for 48 hours, once the return status will get updated as cancelled by the
seller, you will have the option to initiate a new return request for your product.

Tagging: Return status

Order Modification:-
VOC: Can I change the colour of the product without cancelling the order

Resolution:
I understand that you wish to do the color modification in your order.

However, we are sorry to let you know that once the order gets placed, the seller will not have the
option to do any modification in your order.

If you would like you can cancel this and place a new order on Flipkart for your desired product.

New Payment Mode from Delhivery:-

Please be informed that a new payment solution has been introduced by Delhivery couriers, where a
payment link will be triggered through an SMS by Wishmaster at the time of delivery for your cash on
delivery order.
Please be informed that you can choose to pay using the link received, via any digital payment modes
like Netbanking/GPay/PhonePe/Credit Card/Debit card, etc instead of cash, if you like.

Installation not done:-

I'm sorry that the installation and demo for your brand new <product name> is still not completed.
We'll request the brand's authorized installation service providers to help you. Please be assured that
you'll get an update on the date and time of the installation by <OathKeeper TAT>.

NEFT Details:-
To make sure that the seller can refund this amount to your bank account, please share these details:
1. Account holder's name.

2. IFSC

3. Account number.

4. Bank name and Branch.

You can find the IFSC details on your cheque and bank statement.

Thank you for sharing the details.

I would request you if the bank details in the SMS match the information provided by you, please share
the OTP received on registered contact number, so I can update these details for your refund.

Thanks for sharing the OTP.

Blacklisting Issue:-

(If FRM update is available then only need to use this information):
We'd like to let you know that your recent order has been cancelled as our systems have observed a
trend in your purchase history that suggests that the items you've purchased are usually not intended
for personal use. This would also mean that you will no longer be able to login to your Flipkart account.

If there is no FRM update, need to assign the case under Blacklisting issues, ask for an
alternate contact number without reason.

COD to Prepaid Conversion:-

I would like to inform you that your order has been shipped by Ekart Logistics, they have extended the
Phonepe payment option to make payment at selected pincodes.

Once your order will get marked as out for delivery, you will get the Phonepe payment link along with the
out for delivery SMS.

However, if your pincode will not be eligible for this facility being provided by Ekart Logistics, then
you can use your debit/credit card to make payment at your doorstep as the Wishamster will come
with a card swipe machine.

Tagging: Payment Methods