KB ID : JKB0030

Summary

 

This article describes the steps to be followed when the customer is unable to place the order through our app due to the internet relate issue.

 

Solution :

When the customer contacts us saying that they are unable to open the App/place orders. One of the reasons this could occur is if the internet is not ON.

 

  1. Check with the customer if his internet is ON.
  • If Yes: Ask them if they could open any website in his mobile. For example www.google.com
  • If No: Tell them to switch on the internet and try again.
  • Also, check if he is using 2G or 3G. If they are on 2G, probe them to upgrade to 3G, for better and faster user experience.
  • We could also browse a couple of plans on Paytm and offer them a recharge.
    • Tell them that we will recharge his number and he could repay the recharge money at the time of his next delivery. Also, inform him that this facility is given to them so that they could save time.
  • If customers agree for a recharge, then recharge their number and confirm the recharge amount to the customer.
  • Update the same in the Recharge Reconciliation sheet and keep the SCM team informed about this so that they collect the money from the customer at the time to delivery.
  • Create a ticket and document the case accordingly.

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    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