KB - JKB0013

1. Purpose

The process to be followed when a customer request for return or cancellation of the product.


2. Scope

This process is applicable when a customer requests for return or cancellation of the product.


Below is the reason why a customer would request for return or cancellation :


  • Ordered by Mistake

  • Incorrect Quantity Delivered

  • Incorrect Quantity Ordered

  • Order Modification

  • Delay in Delivery

  • Tech Issue

  • Incorrect Price on App

  • Out of Stock (Substitute available and Not available)

  • MRP Change

  • High Selling Price

  • Quality Issue

  • Incorrect Product Ordered

  • Incorrect Product Delivered

  • Issue with price & MRP


3. Prerequisites

The customer placed an order on the Jumbotail app and the product has been delivered or customer has an issue while delivering.


4. Responsibilities

The logistic team will deliver the product to the customer and the Jumbotail Customer delight executive will resolve any issue raised by the customer regarding the product and service.


5. Procedure

Ordered by mistake -> Received call from customer regarding his order -> Customer confirms that the order is placed by mistake -> Check if the customer want any other product -> Customer agrees for alternative -> Cancel previously ordered product and guide customer to place order for the right product -> Customer does not require alternative product -> Cancel the product on Rambo -> Create Ticket accordingly.

Incorrect Quantity Delivered -> Received call from customer regarding his order-> Customer confirms that the quantity delivered is not what is booked -> Confirm the same with supply chain team -> Inform customer that we will deliver the rest of the product with the next day delivery -> If customer insists on refund -> Process refund and inform that the same will be refunded during the next delivery ->Create ticket accordingly


6. References

List resources that may be useful when performing the procedure; for example, Admin policies, Municipal Code, government standards and other SOPs.

7. Definitions

Identify and define frequently used terms or acronyms. Provide additional and/or relevant information needed to understand this SOP.


Important : Inform customers at the end of each call for any additional questions or require further clarification, please, do not hesitate to call us at  +918880188801