KB ID : JKB0001

 

Summary

This article describes the steps to follow on an order confirmation callback for unusual quantity ordered by a customer. For example, the customer would have ordered 1 x Sunpure oil - which is an unusual quantity for orders on oils. Customers usually order in boxes, that is 1 box = 10 pcs. In this case, the customer might have ordered thinking that it is 1 box. However, he should be selecting the quantity as 10 and not 1. In such cases, we call the customer to confirm the quantity ordered.


Solution

Unusual quantity ordered

  • Customer confirms that he requires the product-> Update ticket accordingly -> Case Closed.
  • Customer confirms that the order was placed by mistake/he wanted a different quantity -> Guide the customer to place a new order for the correct quantity through our App and inform him that we will cancel the old order -> Update ticket accordingly -> Case Closed.

Note : Probe the customer to understand the reason for ordering the product by mistake and document the same in the ticket.

Important : Inform customers for any additional questions or require further clarification, please,feel free to call us at  +918880188801