KB ID : JKB0002

 

Summary

This article describes the steps to follow on an order confirmation callback for duplicate products ordered.

 

Problem

The customer might have ordered the same product twice - repetitive orders. We will have to call him and confirm on both the orders placed.


Solution

  • Call the customer to confirm the orders received for the same product.
  • Customer confirms that he needs both the orders -> Create and update ticket accordingly -> Case closed.
  • Customer confirms that the second order was placed by mistake -> Cancel the duplicate order post confirming with the
    customer -> Get to the reason why the second/duplicate order was placed ( Example : SMS not received etc) -> Create an updated ticket accordingly -> Case closed.


Note : Probe the customer to understand the reason for ordering duplicate product 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